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All Journal Widya Cipta : Jurnal Sekretari dan Manajemen Pelita : Jurnal Penelitian dan Karya Ilmiah
Bayumi, Muhammad Rahman
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Decision Sciences, Operations Research & Management Social Sciences Other

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Moderating Effect of Trust on Determinants of Customer Satisfaction Factors Muhammadinah, Muhammadinah; Palengka, Muhammad Fajri; Bayumi, Muhammad Rahman; Maulana, Chandra Zaky
Widya Cipta: Jurnal Sekretari dan Manajemen Vol 9, No 1 (2025): March
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v9i1.21035

Abstract

In connection with customer satisfaction of mobile banking users, there are several problems, including being vulnerable to “smishing” fraud, one of which involves rogue mobile applications. This study aims to determine the role of trust in moderating the effect of security level, and service features on customer satisfaction of mobile banking users of Bank Sumsel Babel Syariah UIN Raden Fatah Palembang Branch Office. This type of research is quantitative using statistical techniques to test the hypothesis. The data used is primary data with data collection techniques using questionnaires distributed directly to 100 respondents as samples with accidental sampling techniques while secondary data uses literature studies. The data analysis technique in this study uses SmartPLS with outer model testing including convergent validity, average variance extracted (AVE) and composite reliability and inner model testing including R square and hypothesis testing. The results showed that based on testing convergent validity, average variance extracted (AVE) and composite reliability, it is known that all variables including their indicators are declared valid and reliable, then the R-square value is 0.579 which means that customer satisfaction can be explained by 57.9% by the variables of security level, service features and trust, while the remaining 42.1% is explained by other variables outside the study.  Then the results of hypothesis testing show that the variables of security level, service features and trust directly have a positive and significant effect on customer satisfaction. Then the trust variable is unable to moderate the effect of the level of security and service features on customer satisfaction.
Pengaruh Kelengkapan Fitur, Kemudahan Transaksi dan Keamanan Aplikasi terhadap Kepuasan Nasabah Byond By BSI Di Era Transformasi Digital Jannah, Dea Miftahul; Bayumi, Muhammad Rahman; Lemiyana, Lemiyana
PELITA JURNAL PENELITIAN DAN KARYA ILMIAH Vol 26 No 2 (2026): Pelita : Jurnal Penelitian dan Karya Ilmiah [Juli - Desember]
Publisher : UNIVERSITAS ISLAM SYEKH - YUSUF TANGERANG

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33592/pelita.v26i2.8507

Abstract

This study aims to analyze the influence of feature completeness, ease of transactions, and application security on Byond By BSI customer satisfaction in the era of digital transformation. This study used a quantitative approach with a purposive sampling technique. The sample consisted of 100 respondents, who were customers of Bank Syariah Indonesia at the Palembang Demang branch, ranging in age from teenagers to productive age. Data were collected through distributed questionnaires using paper questionnaires and distributed Google Form links.The results showed that feature completeness had a significant and positive direct effect on customer satisfaction. Conversely, ease of transactions had a significant and positive effect on customer satisfaction, and application security also had a significant and positive effect on customer satisfaction. The third variable, namely feature completeness, ease of transactions, and application security, had a positive and significant effect on Byond By BSI customer satisfaction in the era of digital transformation.
Co-Authors Jannah, Dea Miftahul Lemiyana Maulana, Chandra Zaky Muhammadinah Muhammadinah, Muhammadinah Palengka, Muhammad Fajri