Analisis Peran Digital Banking dalam Meningkatkan Kepuasan dan Kepercayaan Nasabah

Anggun Rianda Putri (Fakultas Ekonomi Dan Bisnis Program Studi Bisnis Digital, Universitas Dharma Indonesia)
Waode Nelly Sarlina Latfi (Fakultas Ekonomi Dan Bisnis Program Studi Manajemen, Universitas Dharma Indonesia)

Journal of Digital Business & Banking
Vol 2 No 1 (2026): Journal of Digital Business & Banking (Juni)

This study aims to analyze the role of digital banking in improving customer satisfaction and trust. The rapid development of technology has encouraged banks to provide digital services that are fast, easy, and secure to meet customer needs. This research employed a quantitative approach using a survey method involving 150 respondents who use digital banking services. The data were analyzed using multiple linear regression and statistical tests.The results show that digital banking has a positive and significant effect on customer satisfaction and trust. Ease of access, transaction speed, system security, and information quality are the main factors influencing customer perceptions. The better the quality of digital banking services, the higher the level of customer satisfaction and trust.This study is expected to provide practical insights for banks in improving digital service quality and strengthening long-term relationships with customers.   Keywords: digital banking; customer satisfaction; customer trust; financial services.