DAMPAK FINTECH TERHADAP CUSTOMER RETENTION PADA BANK SYARIAH DI INDONESIA

Alifarin Naufal, NIM.: 20108020091 (2024) DAMPAK FINTECH TERHADAP CUSTOMER RETENTION PADA BANK SYARIAH DI INDONESIA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to examine the impact of fintech on customer retention in Islamic banks in Indonesia due to the rapid development of fintech, which presents both challenges and opportunities for Islamic banks in retaining customers. The sampling technique employed was non-probability sampling and convenience sampling. The study involved 288 respondents from several cities in Indonesia. The data analysis method used in this research is SEM-PLS 3. Out of the four hypotheses proposed, two were accepted. The findings indicate that the adoption of fintech technology, such as mobile banking applications, has improved customer retention through financing and compliance. However, payments and service quality did not significantly impact customer retention in Islamic banks in Indonesia. Furthermore, the implications of this study are expected to provide insights for the Islamic banking industry in Indonesia to enhance payment systems and service quality to improve customer retention.

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