Digital Banking: Assessing Customer Satisfaction ThroughProduct Quality

Digital Banking: Assessing Customer Satisfaction ThroughProduct Quality

Product Quality, Customer Satisfaction, Digital BankingINTRODUCTIONThe advancement of information technology these days brought many impacts to the business world, that’s include in the banking industry. In these recent digital era, banks which definition as financial institutions that have a function in collecting funds from the public, need to catch up with the gap with various financial technology companies which take over the financial markets. Based on Citradi (2020), a rapid increase in the number of fintech will bring a serious threat to banking in Indonesia.This reported by a British research institution which states that people have a tendency to choose to fintech as many as 20% rather than the digital banking which only make it at 6% (Khadafi, 2019).Gaddafi (2019) also added that digital transactions in banking only had a 41% increase in percentage, which inversely proportional compared to the digital transactions at fintech that reached 55% YoY.

The fastest growth of information technology and the digital disruption which massively increase brought a huge impact to the banking field to continue their efforts to innovate the products.This research aims to explore whether the quality of the products offered by Bank Syariah Indonesia can improve the quality of its customers.The method that currently applied on this research was quantitative by causal approach.The sample which has been studied were 75 Indonesian Islamic Bank customers who were selected by random sampling technique.The technique chooses to selected the data was through a questionnaire.And These research reveals that an innovative product quality can be a factor that will improve the customer satisfaction area.With this research, Bank Syariah Indonesia is expected to implement and innovate their ultimate digital banking products which kindly difficult to imitate, and have high use value and cannot be replaced by other products, so as to achieve customer satisfaction and sustainable competitive advantage

Gani Wiharso1*, Wahid Akbar Basudani2, Valentine Theresia Simamora3, Hary Mulyadi

https://dinastipub.org/DIJEFA/article/view/1436/998

Universitas Nusa Mandiri

30 September 2022

Gani Wiharso

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