Presenters: Jamilatul Arrohmah, Kharis Fadlullah Hana
Affiliation: Institut Agama Islam Negeri Kudus
Room: 2 (Online)
ICIES News- At the 4th International Conference on Islamic Economics Studies (ICIES) 2024, researchers from Institut Agama Islam Negeri (IAIN) Kudus presented their insightful findings on the user satisfaction of BSI Mobile, an Islamic banking application. The study, titled “Analisis Kepuasan Pengguna BSI Mobile: Peran Kualitas Produk, dan Keputusan Pengguna dengan Branding Islami Sebagai Variabel Moderating,” was conducted by Jamilatul Arrohmah and Kharis Fadlullah Hana and explored the factors influencing user satisfaction with the app.
As globalization and information technology continue to evolve, financial institutions are compelled to innovate and enhance their digital services. BSI Mobile was introduced to facilitate various customer transactions such as applying for financing, paying installments, and settling utility bills without the need for in-person visits. This study aims to assess the impact of product quality and user decisions on user satisfaction, with Islamic branding as a moderating variable.
Using a quantitative research approach, the study gathered data from 100 respondents through questionnaires. The data was analyzed using SmartPLS 4 Software with Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the hypotheses related to the research variables.
Key findings from the study include:
- User decisions have a significant negative impact on satisfaction with BSI Mobile.
- Product quality has a positive and significant impact on satisfaction with BSI Mobile.
- Islamic branding has a negative impact on satisfaction with BSI Mobile.
- Product quality negatively influences Islamic branding in BSI Mobile.
- User decisions positively influence Islamic branding in BSI Mobile.
- User decisions moderated by Islamic branding positively and significantly influence satisfaction with using BSI Mobile.
- Islamic branding moderates the relationship between user decisions and satisfaction, enhancing the positive impact.
These results highlight the complexity of factors affecting user satisfaction with digital financial services. The research underscores the importance of product quality and user decisions while also revealing the nuanced role of Islamic branding in shaping user experiences and satisfaction levels.
The presentation at ICIES 2024 emphasized the need for financial institutions to balance product quality with effective branding strategies, particularly in the context of Islamic financial services. By understanding these dynamics, banks can better cater to their customers’ needs and preferences, ultimately fostering greater satisfaction and loyalty.
For further details and in-depth discussion, the research team from IAIN Kudus can be reached through their official contact channels.