Influence of E-Servqual and Servqual on BSI Customer Satisfaction in Using BYOND in Depok City

Le résumé fourni par la source

This study analyzes the influence of electronic service quality (E-Servqual) and conventional service quality (Servqual) on the satisfaction of Bank Syariah Indonesia (BSI) customers using the BYOND application in Depok City. This study is important because digital transactions in Islamic banking are increasing, requiring banks to adapt. This study uses a quantitative survey approach. The research population consists of BSI customers in Depok City who use the BYOND application, with a sample of 200 respondents selected through non-probability sampling. Data were collected through an online questionnaire using a Likert scale and analyzed using Partial Least Squares (PLS) in SmartPLS. The results showed that E-Servqual and Servqual had a positive and significant effect on customer satisfaction. These findings indicate that both digital and conventional service quality play an important role in increasing customer satisfaction. The E-SERVQUAL variable is the strongest driver of customer satisfaction. BSI needs to continue innovating and improving its digital services, while maintaining the quality of conventional services, to strengthen customer satisfaction and loyalty to the BYOND application. This study contributes significantly to the literature on marketing management and Islamic digital banking by validating the dual role of electronic service quality (E-Servqual) and conventional service quality (Servqual) in driving mobile banking satisfaction. Methodologically and empirically, this research bridges gaps in the literature by addressing mixed findings on digital service quality dimensions and by providing empirical evidence from a suburban area with a high Muslim population density. The findings show that while electronic service quality drives customer satisfaction in mobile banking platforms, conventional service attributes remain vital to a comprehensive service experience. This confirms that digital transformation in Islamic banking does not entirely replace traditional service principles; rather, it extends and complements them in a hybrid service environment.

Ce résumé expose les affirmations des auteurs. BNTIC ne l’interprète pas comme une validation indépendante des résultats.