INTEGRASI EXPECTATION CONFIRMATION MODEL (ECM) DAN ANTESEDEN AI PADA PERBANKAN SYARIAH DI INDONESIA

Zulfikri Rosyid, NIM.: 20108020041 (2024) INTEGRASI EXPECTATION CONFIRMATION MODEL (ECM) DAN ANTESEDEN AI PADA PERBANKAN SYARIAH DI INDONESIA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to explain the satisfaction and acceptance of Islamic banking customers in Indonesia towards AI-based services using the expectation-confirmation model (ECM) approach integrated with AI antecedents. This study took a sample of 156 Islamic bank customers in Indonesia who use digital banking services with AI technology. This study was analyzed using the SEM method with the help of the SmartPLS 4 application. The results of this study indicate that the satisfaction of Islamic banking customers in Indonesia towards AI-based services is determined jointly by expectation-confirmation, perceived performance, trendiness, visual attractiveness, problem solving, customization, communication quality, but only the trendiness and problem solving factors were found to have a significant influence. This study also revealed that satisfaction and company reputation have a positive and significant effect on customer acceptance of AI-based Islamic banking services in Indonesia.

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