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All Journal Jurnal Theologia AT TA´DIB Wawasan : Jurnal Ilmiah Agama dan Sosial Budaya Al-A'raf : Jurnal Pemikiran Islam dan Filsafat Economica: Jurnal Ekonomi Islam Indonesian Journal of Islamic Literature and Muslim Society TSAQAFAH JURNAL PENELITIAN AL-ARBAH: Journal of Islamic Finance and Banking
Supriyanto Supriyanto
Institut Agama Islam Negeri Surakarta
Religion Arts Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Analysis of Electronic Channel Service Quality on Customer Satisfaction of Bank Syariah Indonesia (BSI) During the Covid-19 Pandemic Ivone Fradia Amora; Supriyanto Supriyanto
AL-ARBAH: Journal of Islamic Finance and Banking Vol 3, No 2 (2021)
Publisher : Universitas Islam Negeri (UIN) Walisongo Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21580/al-arbah.2021.3.2.10101

Abstract

AbstractPurpose - This study aims to examine and analyze how the influence of Electronic Channel (E-Channel) service quality on customer satisfaction of Bank Syariah Indonesia.Method - The research uses a quantitative approach. The population used in this study is the customers of Bank Syariah Indonesia using E-Channel. With the number of samples in this study amounted to 100 respondents.Result - The variables of reliability, privacy and easy to use have a positive and significant effect on customer satisfaction. Meanwhile, the efficiency variable has a negative and significant effect on customer satisfaction. And for the design variable has no effect on customer satisfaction.Implication - The implication is that the quality of e-channel services (electronic channel) provided by the bank will affect customer satisfaction.Originality - This study analyzes the quality of service in the E-Channel includes five components, namely Reliability, Efficiency, Privacy/Security, Design, and Easy to Use on customer satisfaction.
Co-Authors Budi Sukardi Fachrurazi Istiqamah, Mila Ivone Fradia Amora