The Effect Of Digitalization And Service Quality On Customer Satisfaction At Bank 9 Jambi Syariah

Helena Juleita; Putri Apria Ningsih; Saijun

doi:10.63922/ijebir.v5i03.3755

Helena Juleita Islamic Banking Study Program, Sultan Thaha Jambi University, Jambi, Indonesia
Putri Apria Ningsih Islamic Banking Study Program, Sultan Thaha Jambi University, Jambi, Indonesia
Saijun Islamic Banking Study Program, Sultan Thaha Jambi University, Jambi, Indonesia

DOI: https://doi.org/10.63922/ijebir.v5i03.3755

Keywords: Digitalization, Service Quality, Customer Satisfaction

Abstract

This study aims to determine and analyze the influence of digitalization and service quality on customer satisfaction at Bank 9 Jambi Syariah. This study uses a quantitative approach with a survey method to 100 respondents who are customers of Bank 9 Jambi Syariah. Data collection was carried out through distributing questionnaires. Data analysis techniques used include validity tests, reliability tests, classical assumption tests, and multiple linear regression analysis with the help of the SPSS program. The test results show that all statement items are declared valid (r count > 0.1966) and reliable with a Cronbach's Alpha value of digitalization of 0.761, service quality of 0.508, and customer satisfaction of 0.899. In addition, the results of the classical assumption test show that the data are normally distributed (Sig. 0.200 > 0.05), and no symptoms of heteroscedasticity and autocorrelation were found (DW of 2.110). The results of multiple linear regression analysis show the equation Y = -0.202 – 0.041X1 + 0.908X2. Partially, digitalization has no significant effect on customer satisfaction with a calculated t value of -0.389 and a significance value of 0.698. Meanwhile, service quality has a positive and significant effect on customer satisfaction with a calculated t value of 6.592 and a significance of 0.000. Simultaneously, digitalization and service quality have a significant effect on customer satisfaction with a calculated F value of 21.736 and a significance of 0.000. The Adjusted R Square value of 0.295 indicates that 29.5% of customer satisfaction can be explained by the variables of digitalization and service quality, while the remaining 70.5% is influenced by other factors outside the study.

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