Financial Service Digitalization, Digital Literacy, and Customer Trust as Determinants of User Satisfaction in Islamic Microfinance Institutions: Evidence from BMT UGT Besuki, Indonesia

Syafiul Anam; Deddy Junaedi

doi:10.63922/ijebir.v5i04.5598

Syafiul Anam Department of Economics, Faculty of Social Sciences and Humanities, Universitas Nurul Jadid, East Java, Indonesia
Deddy Junaedi Department of Economics, Faculty of Social Sciences and Humanities, Universitas Nurul Jadid, East Java, Indonesia

DOI: https://doi.org/10.63922/ijebir.v5i04.5598

Keywords: Keywords: Financial Service Digitalization; Digital Literacy; Customer Trust; User Satisfaction; Islamic Microfinance Institution.

Abstract

Abstract

The rapid advancement of digital technology has accelerated the transformation of financial services, compelling Islamic microfinance institutions to adopt digital innovations to enhance service quality and strengthen customer satisfaction. Nevertheless, the effectiveness of digital financial services depends not only on technological advancement but also on customers' digital competencies and their trust in the institution. This study investigates the influence of financial service digitalization, digital literacy, and customer trust on user satisfaction among customers of BMT UGT Besuki, East Java, Indonesia. A quantitative explanatory research design was employed using purposive sampling to collect data from 200 respondents who actively utilized the institution's digital financial services. Primary data were gathered through a structured questionnaire based on a five-point Likert scale and analyzed using multiple linear regression with the assistance of SPSS. The analytical procedures included validity and reliability testing, classical assumption tests, partial (t-test) and simultaneous (F-test) hypothesis testing, as well as the coefficient of determination (R²). The empirical findings demonstrate that financial service digitalization, digital literacy, and customer trust each exert a positive and statistically significant effect on user satisfaction. Furthermore, the three independent variables collectively explain a substantial proportion of the variation in customer satisfaction, indicating that the successful implementation of digital financial services in Islamic microfinance institutions relies on the integration of technological innovation, users' digital capabilities, and sustained customer trust. These findings contribute to the growing body of knowledge on digital transformation in Islamic microfinance and provide practical insights for improving digital service strategies to achieve higher levels of customer satisfaction.

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