Pengaruh Digitalisasi Perbankan Self Service Technology terhadap Kepuasan Pengguna BSI - Zefri Maulana; Rafiza Zuliani; Nasruddin; Nabila Nur Hazizah (UPT Publikasi Ilmiah Unisba, 2026)
Abstrak. Kemajuan teknologi digital telah mendorong transformasi layanan perbankan syariah melalui penerapan Self Service Technology untuk meningkatkan kemudahan, kecepatan, efisiensi, dan kepuasan nasabah. Namun, masih terdapat kendala seperti keterbatasan literasi digital, gangguan teknis sistem, dan variasi tingkat penerimaan masyarakat. Penelitian ini menjawab research gap terkait minimnya studi empiris yang membandingkan pengaruh Automatic Teller Machine (ATM), Mobile Banking, dan Internet Banking terhadap kepuasan pengguna layanan digital pada Bank Syariah Indonesia di Kota Langsa. Kebaruan penelitian terletak pada pengujian ketiga layanan tersebut secara simultan dan parsial untuk mengidentifikasi kontribusi masing-masing terhadap kepuasan nasabah. Pendekatan kuantitatif dilakukan melalui survei terhadap 100 responden dengan teknik purposive sampling, kuesioner skala Likert, dan analisis regresi linear berganda menggunakan SPSS versi 22. Hasil penelitian menunjukkan bahwa ATM dan Internet Banking berpengaruh positif dan signifikan terhadap kepuasan pengguna, sedangkan Mobile Banking tidak berpengaruh signifikan. Secara simultan, ketiga variabel berkontribusi signifikan terhadap kepuasan nasabah. Temuan ini menjadi landasan empiris bagi Bank Syariah Indonesia dalam mengoptimalkan layanan digital sesuai kebutuhan pengguna lokal.Abstract. Advances in digital technology have encouraged the transformation of Islamic banking services through the implementation of Self Service Technology to improve convenience, speed, efficiency, and customer satisfaction. However, challenges remain, including limited digital literacy, technical system failures, and variations in public acceptance. This study addresses the research gap regarding the limited empirical studies comparing the effects of Automatic Teller Machine (ATM), Mobile Banking, and Internet Banking on the satisfaction of digital service users at Bank Syariah Indonesia in Langsa City. The novelty of this study lies in the simultaneous and partial examination of these services to identify their respective contributions to customer satisfaction. A quantitative approach was employed through a survey of 100 respondents using purposive sampling, Likert-scale questionnaires, and multiple linear regression analysis with SPSS version 22. The results indicate that ATMs and Internet Banking have a positive and significant effect on user satisfaction, whereas Mobile Banking does not. Simultaneously, all three variables contribute significantly to customer satisfaction. These findings provide an empirical basis for Bank Syariah Indonesia to optimize digital services according to local user needs and preferences.