Yuliana Putri, Juliana Nasution, Nursantri Yanti

Analysis of the Effectiveness of Using Mobile Banking Services in Increasing Customer Satisfaction of Bank Syariah Indonesia

Introduction

Analysis of the effectiveness of using mobile banking services in increasing customer satisfaction of bank syariah indonesia. Analyze mobile banking effectiveness in boosting customer satisfaction at Bank Syariah Indonesia (BSI). Discover how ease of access, speed, and features drive interest in Islamic banking.

Abstract

This study aims to analyze the effectiveness and use of mobile banking services in increasing customer interest and satisfaction at Bank Syariah Indonesia (BSI), based in BSI KC Tomang Elok, Medan. With the rapid development of technology, mobile banking services have become one of the main innovations in the banking industry that has the potential to significantly affect customer experience. This study uses a qualitative method with descriptive analysis techniques where data is collected and found through observation, interviews, documentation, websites and books to obtain information and evidence in the research process. The results of the study indicate that effective use of mobile banking can increase customer satisfaction and interest in Islamic banking services. Factors such as ease of access, transaction speed, and application features play an important role in influencing customer perceptions. These findings are expected to provide insight for BSI management in improving the quality of mobile banking services and marketing strategies to attract more customers.

Review

This study provides a timely analysis of the effectiveness of mobile banking services in driving customer satisfaction and interest within Bank Syariah Indonesia (BSI). Focusing on the BSI KC Tomang Elok branch, the research aptly addresses a critical area in modern banking, where digital innovations significantly shape customer experience, particularly within the growing Islamic finance sector. The key finding that effective mobile banking, characterized by ease of access, transaction speed, and robust features, positively influences customer satisfaction and interest is a valuable contribution, offering clear direction for strategic development within BSI. Methodologically, the study employs a qualitative approach with descriptive analysis, gathering data through a commendable array of methods including observation, interviews, documentation, and existing literature. This multi-faceted data collection strategy allows for a rich, in-depth exploration of customer perceptions and experiences, which is a strength for understanding nuanced user behaviors. However, a notable limitation lies in the study's confined scope to a single BSI branch in Medan. While providing focused insights into that specific context, this narrow geographic and institutional focus significantly restricts the generalizability of the findings to the entire BSI network or the broader Islamic banking landscape, warranting careful interpretation. The practical implications of this research are significant for BSI management, offering clear guidance on improving mobile banking service quality and refining marketing strategies to better engage and attract customers. To enhance the robustness and applicability of these findings, future research should consider expanding the study's scope to include multiple BSI branches across different regions. Additionally, integrating a mixed-methods approach could provide a more comprehensive understanding by quantifying the impact of specific mobile banking features on customer outcomes, thereby strengthening the empirical evidence and offering more universally applicable insights for the Islamic banking industry.

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