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All Journal JURNAL SISTEM INFORMASI Applied Information System and Management bit-Tech Jurnal Pengabdian kepada Masyarakat Nusantara ALINIER: Journal of Artificial Intelligence & Applications Jurnal Ilmiah Multidisiplin Indonesia Aksi Nyata : Jurnal Pengabdian Sosial dan Kemanusiaan
Rinda Hesti Kusumaningtyas, Rinda Hesti
Universitas Islam Negeri Syarif Hidayatullah Jakarta
Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Physics Social Sciences

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Systematic Literature Review: Customer Satisfaction With Mobile Banking Super Apps Rinda Hesti Kusumaningtyas; Aliza Fatha Amanda; Safina Yulianti; Sultan Tedja Permana
bit-Tech Vol. 8 No. 2 (2025): bit-Tech
Publisher : Komunitas Dosen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32877/bt.v8i2.3146

Abstract

The rapid growth of digital banking has transformed customer interaction patterns, leading Islamic financial institutions to develop mobile banking super apps that integrate financial and lifestyle services. However, research comparing customer satisfaction across multiple Islamic super apps remains limited. This study aims to systematically examine and synthesize previous research on user satisfaction factors and analytical approaches used in Islamic mobile banking applications in Indonesia, focusing on BYOND by BSI, Muamalat DIN, and Mobile Maslahah. This research adopts the Systematic Literature Review (SLR) method following the frameworks of Kitchenham (2004) and Petersen et al. (2008). Relevant peer-reviewed articles published between 2021 and 2025 were retrieved from academic databases such as Google Scholar, ResearchGate, and SINTA. The inclusion criteria ensured that only studies explicitly addressing customer satisfaction with Islamic mobile banking were analyzed. Fifteen studies met the inclusion requirements and were synthesized through narrative and thematic analysis. The findings reveal that most studies applied quantitative descriptive approaches, with Technology Acceptance Model (TAM) as the most commonly used framework. Key satisfaction determinants include ease of use, efficiency, trust, service quality, and Sharia compliance. These indicate that both functional performance and Islamic value alignment play crucial roles in shaping customer satisfaction. The review contributes to the literature by highlighting comparative satisfaction patterns among Islamic super apps and identifying research gaps for future empirical validation. Recommendations are offered for banks and developers to enhance user experience while reinforcing Sharia-based trust.
Technology Acceptance Model Perilaku Pengguna pada Sistem Enterprise Dompet Dhuafa Imam Ali Khumaidi; Rinda Hesti Kusumaningtyas
Applied Information System and Management (AISM) Vol. 4 No. 1 (2021): Applied Information System and Management (AISM)
Publisher : Depart. of Information Systems, FST, UIN Syarif Hidayatullah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/aism.v4i1.19484

Abstract

Dompet Dhuafa Enterprise System (DESI) is a system created in 2015. Initially it was created to replace the Fundrising Administration System (SANDRA) because SANDRA is a desktop-based application. Nowadays DESI is only used for budgeting functions and “Tebar Hewan Kurban” (THK) its a sacrificial animal stocking functions. DESI which has daily functions such as budgeting and seasonal functions in THK. In its implementation, DESI which is a web-based system sometimes becomes difficult to access when the system has a problem. This certainly makes the budgeting function that is used in daily activities become not implemented. THK's function in DESI was also inseparable from problems, one of which was the presence of volunteers who did not directly enter the data of prospective victims into DESI during the THK implementation. New data entered into DESI on the first Tasyrik day, for example, will increase work in other divisions. It would be different if it had been done before the sacrificial feast. This study aims to determine the factors that influence the acceptance behavior of DESI users. In this quantitative study using the Technology Acceptance Model (TAM) model. Sampling in this study using purposive sampling and accidental sampling. This study uses PLS-SEM for data processing and uses the application of SmartPLS version 3. There are 6 variables examined in this study, namely perceived usefulness, perceived easy of use, format, attitude using, behavioral intention to use, and actual system usage. From 7 hypotheses proposed there is one hypothesis that is rejected, namely the path attitude toward using the behavioral intention to use.
Analisis Pengaruh User Experience Terhadap Kepuasan Pengguna Mobile Application E-Commerce Shopee Menggunakan Model Delone & Mclean Sarip Hidayatuloh; Rinda Hesti Kusumaningtyas; Yusrina Aziati
Applied Information System and Management (AISM) Vol. 2 No. 2 (2019): Applied Information System and Management (AISM)
Publisher : Depart. of Information Systems, FST, UIN Syarif Hidayatullah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/aism.v2i2.20159

Abstract

Kepuasan pengguna terus menjadi prioritas utama dalam dunia e-commerce dan menjadi faktor yang sangat penting untuk kesuksesan e-commerce. Shopee merupakan salah satu e-commerce yang meramaikan segmen mobile marketplace melalui aplikasi mobile untuk mempermudah transaksi jual beli melalui perangkat ponsel. Namun, masih banyak keluhan-keluhan yang dirasakan oleh pengguna aplikasi shopee sehingga berdampak pada kepuasan penggunanya. Oleh karena itu, penelitian ini bertujuan untuk mengetahui seberapa besar kepuasan pengguna berdasarkan pengaruh dari pengalaman pengguna aplikasi shopee dengan menggunakan model DeLone & McLean yang dimodifikasi dengan menambahkan variabel perceived utilitarian dan perceived hedonic sebagai dimensi utama yang mewakili IT user experience. Populasi penelitian ini adalah pengguna aplikasi shopee sebagai pembeli dengan teknik pengambilan sampel purposive sampling. Sementara analisis data menggunakan pendekatan PLS-SEM dengan bantuan tools SmartPLS 3.2.8. Hasil dari penelitian ini menunjukan bahwa information quality, system quality, perceived hedonic dan use memiliki pengaruh terhadap user satisfaction, sedangkan service quality dan perceived utilitarian tidak. Dari 15 hipotesis yang diajukan, tiga diantaranya ditolak yaitu service quality terhadap use dan user satisfaction kemudian perceived utilitarian terhadap user satisfaction.
Analisis Pengaruh Biaya Terhadap Loyalitas Pengguna Mobile Banking Jenius Menggunakan Model Neural Networks Ginanjar Ramadhan; Rinda Hesti Kusumaningtyas; Aries Susanto Hasan Taufik
Applied Information System and Management (AISM) Vol. 2 No. 2 (2019): Applied Information System and Management (AISM)
Publisher : Depart. of Information Systems, FST, UIN Syarif Hidayatullah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/aism.v2i2.20163

Abstract

Perbedaan biaya layanan seperti biaya transfer dan biaya administrasi yang diterapkan oleh beberapa institusi menimbulkan beberapa sikap dari nasabah, salah satunya terkait loyalitas pelanggan. Loyalitas merupakan suatu perilaku yang ditunjukkan dengan penggunaan berulang-ulang yang didasarkan pada pengambilan keputusan. Mobile banking Jenius merupakan layanan perbankan yang diberikan oleh Bank Tabungan Pensiunan Nasional (BTPN). Belum diketahui faktor-faktor yang mempengaruhi loyalitas pengguna, membuat mobile banking Jenius belum maksimal dalam pengembangan produk, biaya juga menjadi salah satu faktor yang belum diketahui pengaruhnya sehingga keputusan perubahan biaya tidak diketahui. Status loyalitas pengguna mobile banking Jenius juga belum diketahui, sehingga keputusan untuk membuat program loyalitas belum dilakukan secara maksimal. Penelitian ini bertujuan untuk mengetahui faktor-faktor yang mempengaruhi loyalitas pengguna mobile banking Jenius menggunakan model Neural Networks yang dimodifikasi dengan menambahkan variabel cost. Populasi penelitian ini adalah pengguna mobile banking Jenius dengan teknik pengambilan sampel yaitu random sampling. Sementara analisis data menggunakan pendekatan PLS-SEM dengan bantuan aplikasi Smart PLS 3.0. Hasil dari penelitian ini adalah switching barries, commitment, perceived quality, empathy, cost mempengaruhi perceived value dan customer satisfaction. Perceived value dan customer satisfaction berpengaruh terhadap trust dan customer loyalty.  Hasil dari penelitian ini diharapkan dapat menjadi salah satu bahan pertimbangan pengambilan keputusan Bank BTPN untuk meningkatkan loyalitas pengguna mobile banking Jenius.
Analisis dan Perancangan Sistem Informasi Rekam Medis Puskesmas Jatilawang Ginanjar Ramadhan; Rinda Hesti Kusumaningtyas
Applied Information System and Management (AISM) Vol. 2 No. 1 (2019): Applied Information System and Management (AISM)
Publisher : Depart. of Information Systems, FST, UIN Syarif Hidayatullah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/aism.v2i1.20209

Abstract

Bidang kesehatan yang semakin hari semakin kompleks, membuat fasilitas kesehatan menerapkan teknologi informasi demi mendukung kinerjanya. Salah satu teknologi informasi yang bisa diterapkan adalah kegiatan rekam medis. Namun, Puskesmas Jatilawang belum menerapkan sistem informasi rekam medis dengan baik. Rekam medis yang berjalan masih menggunakan rekam medis manual atau menggunakan kertas yang memiliki beberapa kelemahan seperti sulitnya ditransfer antar poliklinik, lambatnya proses klaim BPJS, dan mudah hilang, tercecer, serta salah letak. Berdasarkan permasalahan tersebut, maka penulis melakukan kegiatan Analisis dan Perancangan Sistem Informasi Rekam Medis Puskesmas Jatilawang. Analisis dan perancangan sistem ini dibuat menggunakan object oriented dengan pendekatan Rapid Application Development (RAD) dan menggunakan Unifed Modelling Langunge (UML) sebagai alat bantu pendeskripsian dan perancangan sistem. Dengan adanya analisis dan perancangan sistem ini, dapat menjadi sistem usulan dan dapat diterapkan oleh Puskesmas Jatilawang untuk mempermudah kegiatan rekam medis pasien sehingga menjadi akurat, cepat, dan efisien.
Analisis Validitas dan Reliabilitas Sosial Budaya dan Organisasi terhadap Adopsi E-Commerce UMKM Tangerang Selatan Muhammad Qomarul Huda; Rinda Hesti Kusumaningtyas; Qurrotul Aini; Nur Aeni Hidayah; Icha Yulian
Applied Information System and Management (AISM) Vol. 6 No. 1 (2023): Applied Information System and Management (AISM)
Publisher : Depart. of Information Systems, FST, UIN Syarif Hidayatullah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/aism.v6i1.25198

Abstract

Tingginya perkembangan teknologi informasi, sejalan dengan tingginya terobosan yang dapat dilakukan bagi masyarakat. E-commerce menjadi salah satu contoh teknologi yang sudah berkembang dan banyak membantu masyarakat hingga saat ini. Pelaku UMKM banyak yang sudah beralih menggunakan e-commerce sebagai media penjualan namun dalam penerapannya masih memiliki hambatan. Penelitian ini bertujuan untuk menginvestigasi hambatan sosial budaya dan organisasi bagi pelaku UMKM Tangerang Selatan dengan menggunakan framework hambatan adopsi e commerce Zaied. Berdasarkan hasil uji validitas untuk keseluruhan item yang diajukan menunjukkan hasil yang valid. Kemudian hasil uji reliabilitas untuk mengetahui konsistensi jawaban dari responden mendapatkan nilai 0,830 dengan kata lain memiliki nilai yang reliabel. Penelitian ini memberikan hasil bahwa adanya hambatan pada nilai, keyakinan, pelaku UMKM dalam menerapkan e-commerce dengan angka sebesar 58% pada sosial & budaya. Hambatan lainnya pada organisasi mengenai kurangnya dukungan manajemen dan memilki keterbatasan akses informasi dengan angka sebesar 63% dalam menerapkan e-commerce sebagai media penjualan.
Analysis of the Influence of WebQual 4.0 Dimensions and the Timeliness Aspect on E-Learning Website User Satisfaction Eri Rustamaji; Rinda Hesti Kusumaningtyas; Nabil Adnan Rosyadi
Jurnal Ilmiah Multidisiplin Indonesia (JIM-ID) Vol. 5 No. 08 (2026): Jurnal Ilmiah Multidisplin Indonesia (JIM-ID), August 2026
Publisher : Sean Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study analyzes the level of user satisfaction, consisting of students and teachers, towards the Madrasah E-learning system at MIN 2 South Tangerang. This study applies a quantitative approach by combining the Webqual 4.0 method which includes the dimensions of Usability Quality, Information Quality, Service Interaction Quality, and one aspect of End-User Computing Satisfaction (EUCS), namely Timeliness. Data collection was carried out by distributing questionnaires to selected respondents using the Simple Random Sampling technique, and the collected data were analyzed using multiple linear regression analysis with the help of SPSS Statistics 27 software. The purpose of this study is to measure the influence of each variable on user satisfaction in order to determine key factors that need to be improved to optimize the quality of e-learning system services. The results of the study indicate that simultaneously, all independent variables have a significant effect on user satisfaction. However, partially, only the Usability Quality and Information Quality variables are proven to have a positive and significant effect on user satisfaction. The Service Interaction Quality and Timeliness variables were found to have no significant effect. With a coefficient of determination (R Square) value of 57.3%, this study concludes that system usability and information quality are the dominant factors that shape e-learning user satisfaction at MIN 2 South Tangerang.
Co-Authors Aliza Fatha Amanda Alvin Handrianto Saputra Aries Susanto Hasan Taufik Ayu Kusuma Dewi Diana Putri, Sallma Elsy Rahajeng, Elsy Eri Rustamaji Ginanjar Ramadhan Ginanjar Ramadhan Huda, Muhammad Qomarul Icha Yulian Imam Ali Khumaidi Mudinillah, Adam Muhammad Fata Rayyan Ghafur Muhammad Ilham Al Karim Nabil Adnan Rosyadi Nabila, Dinda Najma Mufidatul Fudholak Nisa Aulia Maharani Nita Alfiani Nur Aeni Hidayah Nurhaliza, Salwa Pramesti, Azilla Auri Putri, Sallma Diana Qurrotul Aini Raden Ayu Aninda Rahmali, Adinda Ramdani, Agung Aji Reva Farell Putra Safina Yulianti Sarip Hidayatuloh Sultan Tedja Permana Yusrina Aziati Zaen, Najma Maziyati