Pengaruh Digital Service Quality dan Customer Experience terhadap Kepuasan Nasabah pada PT Bank Syariah Indonesia Tbk KCP Pasar Modern BSD

The Influence of Digital Service Quality and Customer Experience on Customer Satisfaction at PT Bank Syariah Indonesia Tbk KCP BSD Modern Market

Abstract

The development of digital banking services has increased customers’ expectations for convenience, speed, security, and a positive usage experience. This study aims to determine the effect of Digital Service Qu  ality and Customer Experience   on Customer Satisfaction at PT Bank Syariah Indonesia Tbk KCP Pasar Modern BSD. The study employed a quantitative approach with descriptive and verificative (associative) methods. Data were collected through questionnaires from 150 respondents selected using purposive sampling. Because the population size could not be determined precisely, the sample size was established using the Cochran formula with a 95% confidence level and an 8% sampling error. Data were analyzed using SPSS through data quality tests, classical assumption tests, multiple linear regression, t-test, F-test, and coefficient of determination. The results show that Digital Service Quality has a positive and significant effect on Customer Satisfaction with a Standardized Beta of 0.797. Customer Experience   also has a positive and significant effect with a Standardized Beta of 0.137. Simultaneously, both variables significantly affect Customer Satisfaction and explain 74.9% of its variation based on the Adjusted R Square. These findings indicate the importance of continuously maintaining digital service quality and Customer Experience  .