Kajian Kualitas Mobile Banking dan Dinamika Kepuasan Nasabah BSI Kota Takengon
https://doi.org/10.54604/mbz.v13i1.355
Abstract
Penelitian ini bertujuan untuk mengkaji kualitas layanan mobile banking dan dinamika kepuasan nasabah bank syariah indonesia (BSI) di kota takengon. penelitian ini dilakukan sebagai respons terhadap perkembangan teknologi perbankan yang semakin pesat, khususnya dalam hal layanan perbankan berbasis mobile. metode penelitian yang digunakan adalah survei dengan pengumpulan data melalui kuesioner yang disebarkan kepada nasabah bsi kota takengon yang aktif menggunakan layanan mobile banking. Penelitian ini memfokuskan pada aspek kualitas layanan mobile banking, termasuk kecepatan transaksi, keamanan, keterjangkauan, dan kemudahan penggunaan. selain itu, dinamika kepuasan nasabah juga menjadi fokus penelitian, dengan memperhatikan faktor-faktor yang memengaruhi kepuasan nasabah terhadap layanan mobile banking bsi. Data yang terkumpul dianalisis menggunakan rumus presentase dan teknik analisis data kualitatif untuk mendapatkan pemahaman yang holistik terkait kualitas layanan dan kepuasan nasabah. Hasil penelitian diharapkan dapat memberikan pemahaman yang mendalam tentang sejauh mana kualitas layanan mobile banking BSI memenuhi harapan dan kebutuhan nasabah di kota Takengon, serta faktor-faktor yang memengaruhi kepuasan nasabah. Implikasi dari penelitian ini diharapkan dapat memberikan masukan konstruktif bagi BSI dalam meningkatkan kualitas layanan mobile banking mereka, sehingga dapat mempertahankan dan meningkatkan kepuasan nasabah di tengah persaingan industri perbankan yang semakin ketat.
Keywords:
Kualitas Mobile Banking, Kepuasan NasabahReferences
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