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All Journal Indonesian Journal of Multidisciplinary Sciences Journal of Economics and Development
Dian Horid
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Customer Satisfaction with BSI Mobile: A Review of Features, User Experience, and Security Among the People of Palembang City Adelia Ramadhanti; M. Rasyid Redho Pratama; Dian Horid
Indonesian Journal of Multidisciplinary Sciences (IJoMS) Vol. 4 No. 1 (2025): Indonesian Journal of Multidisciplinary Sciences (IJoMS)
Publisher : CV. Era Digital Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59066/ijoms.v4i1.1441

Abstract

Advancements in technology have spurred innovation within the banking industry, particularly through the digitalization of services such as BSI Mobile. This research aims to analyze the influence of product features, user experience, and security on customer satisfaction at Bank Syariah Indonesia KC Palembang Sudirman. The study employs a quantitative approach, utilizing IBM SPSS 23 for statistical analysis. Primary data were collected through questionnaires distributed to 100 respondents, all of whom are users of the BSI Mobile application at the aforementioned branch. The analytical techniques applied include tests of validity and reliability, classical assumption testing, multiple linear regression analysis, and hypothesis testing using the t-test, F-test, and coefficient of determination (R²). The findings reveal that the product feature variable does not significantly influence customer satisfaction. However, both user experience and security variables have a positive and significant impact on satisfaction levels. Furthermore, when examined collectively, the three variables, product features, user experience, and security, simultaneously influence customer satisfaction in using BSI Mobile at Bank Syariah Indonesia KC Palembang Sudirman.
FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN NASABAH DALAM PENGGUNAAN BSI MOBILE: STUDI KASUS PADA BSI KC PALEMBANG SUDIRMAN Dian Ariska Putri; Citra Pertiwi; Dian Horid
Journal of Economics and Development Vol. 2 No. 1 (2025): Journal of Economics and Development (JEnD)
Publisher : CV. Cendikiawan Muda Sriwijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70656/jend.v2i1.390

Abstract

Technological developments drive innovation in the banking sector, one of which is through digitalization of services such as BSI Mobile. This study aims to determine the effect of service quality variables, ease of use, and risk perception on customer satisfaction at Bank Syariah Indonesia KC Palembang Sudirman. The approach used is a quantitative method of data processing using statistical analysis IBM SPSS 23. Primary data was obtained by distributing questionnaires to 100 respondents, namely customers who use the BSI Mobile application at Bank Syariah Indonesia KC Palembang Sudirman. In the data analysis technique, validity and reliability tests, classical assumption tests, multiple linear regression analysis were carried out, while hypothesis testing used the t test, f test and R2.The results of this study indicate that the variables of service quality and ease of use have a positive and significant effect on customer satisfaction in the BSI Mobile service of Palembang Sudirman Branch, the risk perception variable has no effect on customer satisfaction in the BSI Mobile service of Palembang Sudirman Branch. While simultaneously the three variables of service quality, ease of use and risk perception together have an effect on customer satisfaction of BSI Mobile users at Bank Syariah Indonesia KC Palembang Sudirman.
Co-Authors Adelia Ramadhanti Citra Pertiwi Dian Ariska Putri M. Rasyid Redho Pratama