EKSPLORASI PENGALAMAN NASABAH DALAM PEMANFAATAN LAYANAN DIGITAL (BSI MOBILE) DI BANK SYARIAH INDONESIA  KC BENGKULU ADAM MALIK

Jelita Hendika Gultom; Jelika Hendika Gultom; Uswatun Hasanah

doi:10.37600/ek&bi.v8i2.2463

Jelita Hendika Gultom Universitas Islam Negeri Fatmawati Sukarno Bengkulu
Jelika Hendika Gultom Universitas Islam Negeri Fatmawati Sukarno Bengkulu
Uswatun Hasanah Universitas Islam Negeri Fatmawati Sukarno Bengkulu

DOI: https://doi.org/10.37600/ek&bi.v8i2.2463

Abstract

This study aims to analyze the relationship between service quality and customer satisfaction regarding the Cicil Emas (Gold Installment) product at Bank Syariah Indonesia (BSI) Adam Malik Branch, Bengkulu. The research is motivated by the increasing demand for modern, efficient, and Sharia-compliant financial services, supported by digital technology advancements through the BSI Mobile application. The study employs a qualitative descriptive method with a phenomenological approach, focusing on exploring customers’ direct experiences in using BSI’s digital services. Data were collected through interviews, observations, and documentation, then analyzed to understand customers’ perceptions of convenience, security, and satisfaction. The results indicate that BSI Mobile’s digital innovation positively influences customer satisfaction through ease of access, transaction speed, and reliable security systems. Nevertheless, challenges such as network disruptions, slow service responses, and limited digital literacy among some users, particularly older customers, still persist. Overall, the implementation of BSI Mobile has successfully improved service quality, strengthened customer loyalty, and provided a modern banking experience aligned with Sharia principles.

References

L. N. V. Purwanto, N. N. Aisyah, D. Salsabila, and N. Setianingrum, “Transformasi Digital Sebagai Inovasi Layanan Prima BSI Kepada Nasabah,” J. Ekon. Dan Bisnis Digit., vol. 01, no. 03, pp. 615–617, 2024.
[2] D. A. Agustina and D. Krisnaningsih, “Pengaruh Penggunaan Bsi Mobile Terhadap Kepuasan Nasabah Di BSI cabang Jenggolo,” J. Tabarru’ Islam. Bank. Financ., vol. Volume 6 N, no. 1, pp. 180–185, 2023.
[3] D. Pangestu, “Analisis Kepuasan Nasabah Dalam Penggunaan Bsi Mobile,” J. Muamalat Indones. - Jmi, vol. 2, no. 2, pp. 72–86, 2022, doi: 10.26418/jmi.v2i2.58961.
[4] S. Fadhliah and P. Putra, “Analisis Kepuasan Gen Z Dalam Menggunakan Aplikasi BSI Mobile,” J. Ilm. Ekon. Islam, vol. 10, no. 03, pp. 2532–2542, 2024, [Online]. Available: https://jurnal.stie-aas.ac.id/index.php/jie
[5] T. Syahira, A. P. Indra, and T. Anggraini, “PENGARUH PENGALAMAN NASABAH DALAM PENGGUNAAN MBANKING TERHADAP LOYALITAS NASABAH BANK SYARIAH INDONESIA (Studi Kasus Masyarakat Sei Mencirim),” J. Ilm. Ekon. Islam, vol. 10, no. 01, pp. 1216–1220, 2024.
[6] D. Prayoga, “Pengaruh Risiko Dan Kualitas Layanan Terhadap Loyalitas Nasabah Pengguna Bsimobile Banking (Studi Kasus Pada Mahasiswa Iain Kendari),” Equilibrium, vol. 20, no. 1, pp. 71–79, 2024, [Online]. Available: