The Effect of Banking Digitalization Through Self-Service Technology on Satisfaction and Loyalty of Customers Users of Sharia Bank Digital Services

Zaid Raya Argantara (Institut Dirosat islamiyah Al-Amien Prenduan)
Ahmad Choiri (Institut Dirosat Islamiyah Al-Amien Prenduan Sumenep)

Iqtishodiyah : Jurnal Ekonomi dan Bisnis Islam
Vol 9 No 2 (2023): Juni 2023

Several sectors, including the financial industry, have widely used today's technology. This is marked by the emergence of financial technology (fitech). One of Fitech in banking is self-service technology. This study aimed to determine the effect of banking digitization through self-service technology on customer satisfaction and loyalty who use Islamic banking digital services at BPRS Bhakti Sumekar. This research is quantitative research with a correlational research type. The sample in this study was 100 internet banking users at BPRS Bhakti Sumekar Sharia Bank, who were taken using a simple random sampling technique. Data collection was carried out using questionnaires, observation, and documentation. The researchers analyzed the data quantitatively with the help of SPSS. The study results show a positive effect of banking digitization through self-service technology on customer satisfaction using Islamic bank digital services at BPRS Bhakti Sumekar. The influence of banking digitization through self-service technology on customer satisfaction using Islamic bank digital services at BPRS Bhakti Sumekar is 64.7%.