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All Journal Jurnal Ekonomi dan Bisnis Islam PROFICIO: Jurnal Pengabdian Masyarakat
Muhammad Widyarta Wijaya
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Humanities Computer Science & IT Economics, Econometrics & Finance Education Social Sciences Other

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EVALUATING SERVICE QUALITY, CUSTOMER SATISFACTION, AND PERCEIVED TRUST OF ISLAMIC DIGITAL BANKS: INDONESIA AND MALAYSIA Al-Kamal, Abdullah Muhammad; Andriani Samsuri; Muhamad Abrar bin Bahaman; Imran Arshad; Nizar Hosfaikoni Hadi; Muhammad Widyarta Wijaya
Jurnal Ekonomi dan Bisnis Islam (Journal of Islamic Economics and Business) Vol. 11 No. 2 (2025): JULY - DECEMBER 2025
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jebis.v11i2.80239

Abstract

Islamic digital banks operate entirely online, without physical offices, making the service quality of their apps a key factor in shaping customer satisfaction and trust. However, empirical evidence on how digital service quality affects satisfaction and how satisfaction plays a role in building trust remains limited, especially in Indonesia and Malaysia, where the Islamic digital banking industry is still in its early stages. This study aims to evaluate the influence of five dimensions of service quality, as defined by the SERVQUAL model, on customer satisfaction and to examine the role of satisfaction in building trust in Islamic digital banks. This study uses a quantitative approach, based on a survey of 284 users of Islamic digital banks in Indonesia and Malaysia. The data were analyzed using Structural Equation Modeling with the Partial Least Squares method. Service quality variables include tangibles, reliability, assurance, responsiveness, and empathy, with satisfaction as a mediator and trust as a dependent variable. The results show that only tangibles and assurance significantly affect customer satisfaction in both countries, while empathy and responsiveness show different effects across countries. Furthermore, satisfaction has a positive effect on trust and acts as a partial mediator in the relationship between service quality and trust. It confirms that improving the quality of digital services, particularly the ease of use of applications, assurance of Sharia compliance, and strong relationships and communication with customers, is an essential strategy for building long-term satisfaction and trust. Further research is recommended to include other variables to broaden understanding.
STRATEGI PEMBERDAYAAN UMKM BERBASIS BRANDING DAN DIGITAL MARKETING DALAM MENINGKATKAN DAYA SAING EKONOMI LOKAL: STUDI KASUS PKK WIYUNG, SURABAYA Fitriah Dwi Susilowati; Ahmad Ajib Ridlwan; Khusnul Fikriyah; Yan Putra Timur; Muhammad Widyarta Wijaya
Jurnal Pengabdian Masyarakat FKIP UTP Vol 7 No 1 (2026): PROFICIO : Jurnal Abdimas FKIP UTP
Publisher : FKIP UNIVERSITAS TUNAS PEMBANGUNAN SURAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36728/jpf.v7i1.5841

Abstract

Kegiatan pemberdayaan masyarakat melalui penguatan branding dan optimalisasi digital marketing menjadi kebutuhan strategis bagi pelaku Usaha Mikro, Kecil, dan Menengah (UMKM) di era transformasi digital. Artikel ini membahas strategi pemberdayaan UMKM berbasis branding dan digital marketing yang diterapkan kepada kelompok UMKM PKK Wiyung, Surabaya. Tujuan kegiatan ini adalah untuk meningkatkan daya saing ekonomi lokal melalui peningkatan kapasitas literasi digital, kemampuan pemasaran daring, serta penguatan identitas produk lokal. Metode yang digunakan dalam kegiatan ini adalah participatory action research (PAR) dengan pendekatan capacity building dan digital branding workshop. Hasil menunjukkan bahwa melalui pelatihan branding, pengelolaan media sosial, dan pendampingan pembuatan konten digital, pelaku UMKM PKK Wiyung mengalami peningkatan signifikan dalam hal kesadaran merek (brand awareness), peningkatan volume penjualan, serta perluasan jangkauan pasar. Selain itu, kegiatan ini juga menumbuhkan semangat kemandirian ekonomi dan memperkuat kohesi sosial di lingkungan masyarakat. Artikel ini menegaskan bahwa pemberdayaan berbasis branding dan digital marketing merupakan strategi efektif dalam memperkuat ketahanan ekonomi lokal di era ekonomi digital.
Co-Authors Ahmad Ajib Ridlwan Al-Kamal, Abdullah Muhammad Andriani Samsuri Fitriah Dwi Susilowati Imran Arshad Khusnul Fikriyah Muhamad Abrar bin Bahaman Nizar Hosfaikoni Hadi Yan Putra Timur