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All Journal Jurnal PROFIT: Kajian Pendidikan Ekonomi dan Ilmu Ekonomi
Putri Cahyaningtyas
UIN Sultan Maulana Hasanudin Banten

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Risiko Operasional Layanan Digital BYOND terhadap Kepuasan Nasabah BSI Putri Cahyaningtyas; Zakiatun Nufus; Yani Aguspriani
Jurnal PROFIT: Kajian Pendidikan Ekonomi dan Ilmu Ekonomi Vol. 12 No. 2 (2025): Jurnal PROFIT: Kajian Pendidikan Ekonomi dan Ilmu Ekonomi
Publisher : Pendidikan Ekonomi FKIP Universitas Sriwijaya, in partnership with Asosiasi Profesi Pendidikan Ekonomi Indonesia (ASPROPENDO)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36706/jp.v12i2.105

Abstract

This study aims to analyze the effect of BYOND digital service operational risks on Bank Syariah Indonesia customer satisfaction. The research method used is a quantitative approach with a causal associative design. Data were collected through a Likert scale-based questionnaire distributed online to students of the 2023 Sharia Banking Study Program at UIN Sultan Maulana Hasanuddin Banten, with a total of 66 respondents. Data analysis techniques used simple linear regression and t-tests with the help of SPSS version 25. The results showed that the operational risk of BYOND digital services had a positive and significant effect on customer satisfaction, with a regression coefficient value of 0.507 and a significance value of 0.001 < 0.05. The coefficient of determination (R²) value of 0.152 indicates that operational risk can explain 15.2% of the variation in customer satisfaction. This study emphasizes the importance of managing the operational risk of digital services in improving customer satisfaction in Islamic banking.
Co-Authors Yani Aguspriani Zakiatun Nufus