PENGARUH BRAND IMAGE, TRUST, SERVICE EXCELLENT, LIFESTYLE DAN BSI MOBILE BANKING TERHADAP KEPUASAN NASABAH DI BANK SYARIAH INDONESIA (BSI)

Syahrul Gunawan, NIM.: 22208012007 (2024) PENGARUH BRAND IMAGE, TRUST, SERVICE EXCELLENT, LIFESTYLE DAN BSI MOBILE BANKING TERHADAP KEPUASAN NASABAH DI BANK SYARIAH INDONESIA (BSI). Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Governance in Islamic banks in Indonesia is complex and requires stakeholder attention. This study aims to examine the effect of brand image, trust, service excellence, lifestyle and BSI mobile banking on customer satisfaction at Bank Syariah Indonesia (BSI). This research uses quantitative methods with primary data. The sample used was 300 respondents of Indonesian sharia bank customers who used BSI mobile. Data analysis using Partial Least Squares (PLS) with Smart Partial Least Square (Smart PLS) software. The findings of this study indicate that brand image, service excellet and BSI mobile have a positive effect on customer satisfaction, while trust and lifestyle have no effect on customer satisfaction, but good service quality and efficiency of BSI mobile banking services have proven to play an important role. Based on the results of this study is expected to provide an important picture for BSI in developing a strategy to improve service quality in order to achieve optimal customer satisfaction.

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