THE INFLUENCE OF SERVICE CONVENIENCE, TRANSACTION SECURITY, AND DIGITAL LITERACY ON THE SATISFACTION OF GENERATION Z USERS OF BANK SYARIAH INDONESIA (BSI) CARDLESS SERVICES - Ainayya salsa nabila siregar Nayya; Ferri Alfadri; Muhammad Arif (Institut Agama Islam Negeri (IAIN) Bone, 2026)
Abstrak Perkembangan teknologi digital mendorong inovasi layanan perbankan, termasuk layanan Cardless Banking yang menawarkan kemudahan, kecepatan, dan efisiensi transaksi. Namun, tingkat pemanfaatannya di kalangan Generasi Z masih dipengaruhi oleh persepsi terhadap kemudahan layanan, keamanan transaksi, dan literasi digital. Penelitian ini bertujuan menganalisis pengaruh ketiga faktor tersebut terhadap kepuasan Generasi Z pengguna layanan cardless Bank Syariah Indonesia (BSI), baik secara parsial maupun simultan. Penelitian menggunakan pendekatan kuantitatif dengan analisis Statistical Package for the Social Sciences (SPSS). Data diperoleh melalui penyebaran kuesioner kepada 80 mahasiswa FEBI UIN Syahada Padangsidimpuan angkatan 2022 yang dipilih sebagai responden. Hasil penelitian menunjukkan bahwa kemudahan layanan, keamanan transaksi, dan literasi digital berpengaruh positif dan signifikan terhadap kepuasan pengguna, baik secara parsial maupun simultan. Keamanan transaksi merupakan faktor yang memberikan pengaruh paling dominan terhadap kepuasan pengguna layanan cardless BSI. Abstract The development of digital technology encourages innovation in banking services, including Cardless Banking services that offer convenience, speed, and transaction efficiency. However, the level of its utilization among Generation Z is still influenced by the perception of ease of service, transaction security, and digital literacy. This study aims to analyze the influence of these three factors on the satisfaction of Generation Z of Bank Syariah Indonesia (BSI) cardless service users, both partially and simultaneously. The research uses a quantitative approach with the analysis of the Statistical Package for the Social Sciences (SPSS). Data was obtained through the distribution of questionnaires to 80 FEBI UIN Syahada Padangsidimpuan students of the class of 2022 who were selected as respondents. The results of the study show that ease of service, transaction security, and digital literacy have a positive and significant effect on user satisfaction, both partially and simultaneously. Transaction security is the most dominant factor in the satisfaction of BSI cardless service users.