Digital Banking: Assessing Customer Satisfaction through Product Quality
DOI:
https://doi.org/10.38035/dijefa.v3i4.1436Keywords:
Product Quality, Customer Satisfaction, Digital BankingAbstract
The fastest growth of information technology and the digital disruption which massively increase brought a huge impact to the banking field to continue their efforts to innovate the products. This research aims to explore whether the quality of the products offered by Bank Syariah Indonesia can improve the quality of its customers. The method that currently applied on this research was quantitative by causal approach. The sample which has been studied were 75 Indonesian Islamic Bank customers who were selected by random sampling technique. The technique chooses to selected the data was through a questionnaire. And These research reveals that an innovative product quality can be a factor that will improve the customer satisfaction area. With this research, Bank Syariah Indonesia is expected to implement and innovate their ultimate digital banking products which kindly difficult to imitate, and have high use value and cannot be replaced by other products, so as to achieve customer satisfaction and sustainable competitive advantage.
References
Budiastari, S. (2018). Pengaruh kualitas produk, persepsi harga, dan citra merek terhadap kepuasan dan loyalitas pelanggan beton siap pakai Holcim di Jakarta. Jurnal Dinamika Manajemen dan Bisnis, 1(1), 87-106.
Citradi, T. (2020). Mantapnya Corona Bikin Digital Banking di RI Makin Semarak. CNBC Indonesia.https://www.cnbcindonesia.com/tech/20200820160143-37-181055/mantapnya-corona-bikin-digital-banking-di-ri-makin-semarak
Gulliando, D., & Shihab, M. S. (2019). The effect of product quality, price and promotion on the purchase decision of telkomsel service products. International Journal of Innovative Science and Research Technology, 4(9), 419-425.
Gunawan, H., & Prasetyo, J. H. (2020). The Influence of Service Quality towards the Customer Satisfaction of XYZ Bank at Gajah Mada Branch Office in West Jakarta. International Journal of Innovative Science and Research Technology, 5(3), 160-164
Januarko, M., Adiwibowo, B., & Kusumawati, M. D. (2018). Effect Product Quality, Price Perception, Customer Satisfaction Batik Betawi Loyalty in Jakarta. IOSR Journal of Business and Management, 20(8), 1-7.
Khadafi, M. (2019). Mampukah Bank Bersaing dengan Fintech? Financial. Bisnis.com. https://finansial.bisnis.com/read/20190307/90/897054/mampukah-bank-bersaing-dengan-fintech
Kotler, P. & Armstrong, G. (2014). Principles of Marketing, (14th Ed.). New Jersey: Person.
Kurniawan, M. R., Utami, H. R., & Prasetyo, J. H. (2020). The reaction towards Customer Satisfaction through the Service Quality Variable at Foreign Private Banks in Jakarta Headquarter. International Journal of Innovative Science and Research Technology, 5(3), 983-987.
Media Digital. (2022). Digital Banking Terus Dikembangan, BSI Kebanjiran Penghargaan di Tahun 2022. Bisnis.com. https://finansial.bisnis.com/read/20220701/90/1550358/digital-banking-terus-dikembangkan-bsi-kebanjiran-penghargaan-di-tahun-2022
Permana, M. V. (2013). Peningkatan Kepuasan Pelanggan melalui Kualitas Produk dan Kualitas Layanan. JDM (Jurnal Dinamika Manajemen), 4(2).
Putro, C. H., & Nurmahdi, A. (2020). Analysis of Purchase Decision and its Impacts towards Honda Beat Motorcycle’s Customer Satisfaction Viewed through Product Quality and Price Perception Variables at Tangerang City Area. International Journal of Innovative Science and Research Technology, 5(6), 1222-1229.
Prasetyo, J. H., & Ariawan, J. (2022). Exact Strategies to Increase Indonesian’s Millenial Customer Loyalty towards Digital Banking Product. Enrichment: Journal of Management, 12(2), 1558-1565.
Razak, I., Nirwanto, N., & Triatmanto, B. (2019). Pengaruh Kualitas Produk Terhadap Kepuasan Pelanggan. Jurnal Manajemen Bisnis Krisnadwipayana, 7(2), 1-14.
Walfajri, M. (2022). BSI Bukukan Jumlah Transaksi Digital Banking Sebanyak 177 Juta Kali per Mei 2022. Kontan. https://keuangan.kontan.co.id/news/bsi-bukukan-jumlah-transaksi-digital-banking-sebanyak-177-juta-kali-per-mei-2022
Downloads
Published
Issue
Section
License
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Economics, Finance & Accounting (DIJEFA).