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All Journal JPS (Jurnal Perbankan Syariah) Jurnal Manajemen dan Teknologi
Faiza Husnayeni Nahar
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Other

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Kepuasan Nasabah Sebagai Mediasi Pada Pengaruh Benefits Offered Dan Penanganan Keluhan Terhadap Loyalitas Adha, Mufti Alam Adha; Faiza Husnayeni Nahar; Robbyansah
Jurnal Manajemen dan Teknologi Vol. 2 No. 2 (2025): November
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat (LPPM) STMIK Indonesia Banda Aceh

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63447/jmt.v2i2.1593

Abstract

This research aims to examine the influence of the benefit offered and complaint handling on customer loyalty in using Sharia mobile banking, with customer satisfaction as a mediating variable. It analyses the factors that affect customer loyalty in the context of Sharia mobile banking. The research object is Sharia bank customers in the Special Region of Yogyakarta who actively use mobile banking services. The data were collected through an online questionnaire distributed to 100 respondents selected using purposive sampling. The research employs a quantitative approach with structural model analysis using Partial Least Squares Structural Equation Modelling (PLS-SEM). The findings indicate that both the benefit offered, and complaint handling have a positive impact of customer satisfaction. Furthermore, customer satisfaction serves as a mediating variable that strengthens the influence of these two factors on customer loyalty. These results highlight the critical role of satisfaction in fostering loyalty among users of Islamic banking services. Therefore, to enhance customer loyalty, Sharia banks should optimize the benefits provided through mobile banking and improve the quality of complaint and, alongside fast and responsive complaint handling that adheres to Sharia principles.
The Impact Of M-Banking On The Satisfaction Of Using Bank Syariah Indonesia With Financial Literacy As A Moderating Variable Siti Chaniffiya Al Chanafi; Adha, Mufti Alam; Faiza Husnayeni Nahar
JPS (Jurnal Perbankan Syariah) Vol 6 No 2 (2025): JPS (Jurnal Perbankan Syariah) - October
Publisher : LPPM ISNJ Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46367/jps.v6i2.2662

Abstract

Purpose - This study focuses on exploring how m-Banking usage, brand image, and customer protection contribute to customer satisfaction at Bank Syariah Indonesia (BSI), with financial literacy acting as a moderating variable. Islamic mobile banking in Indonesia has seen significant growth over the past decade, reflecting the country’s sizeable Muslim population and increasing demand for Sharia-compliant financial services. Account balance and transaction monitoring; Bill payments and fund transfers; Digital zakat, infaq, and sadaqah payments; Investment in Sharia mutual funds or sukuk (Islamic bonds); QRIS-based payments and e-wallet integration. Using a quantitative approach, this study surveyed to gather primary data through questionnaires distributed to the people in Magelang Regency. Method - This research sampled 100 respondents, chosen through non-probability sampling techniques, specifically targeting customers of Bank Syariah Indonesia. This study analyzed the data using the Partial Least Squares (PLS)-based Structural Equation Modeling (SEM) method. Findings - The results show that m-Banking usage, brand image, and customer protection significantly and positively affect customer satisfaction at Bank Syariah Indonesia. Interestingly, financial literacy does not serve as a moderating variable in the relationship between these three independent factors and customer satisfaction. Implications - These insights highlight the importance of enhancing m-Banking services, reinforcing brand image, and safeguarding customer rights as vital components in fostering customer satisfaction at Islamic banks.
Co-Authors Adha, Mufti Alam Adha Robbyansah Siti Chaniffiya Al Chanafi