PENGARUH SISTEM LAYANAN DIGITAL BANKING TERHADAP KEPUASAN NASABAH (Studi Kasus Mahasiswa IAIN Kendari)

Risnawati Imran. NIM 2021050102030, R (2026) PENGARUH SISTEM LAYANAN DIGITAL BANKING TERHADAP KEPUASAN NASABAH (Studi Kasus Mahasiswa IAIN Kendari). Other thesis, IAIN KENDARI.

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Abstract

ABSTRAK

Risnawati Imran. NIM 2021050102030. “Pengaruh Sistem
Layanan Digital Banking terhadap Kepuasan Nasabah (Studi
Kasus Mahasiswa IAIN Kendari)”. Melalui pembimbing: Bapak
Muhammad Imran, S.H.I., M.E., dan Ibu Anita Rezki, M.Pd.

Penelitian ini bertujuan untuk mengetahui pengaruh sistem
layanan digital banking terhadap kepuasan nasabah. Metode yang
digunakan dalam penelitian ini adalah kuantitatif dengan analisis
statistik deskriptif. Data dikumpulkan menggunakan kuesioner yang di
sebarkan melalui google form. Dengan populasi penelitian sebanyak 98
mahasiswa IAIN Kendari. Dengan menggunakan teknik pengambilan
sampel yaitu sampel purposive sampling. Dianalisis menggunakan
regresi linear sedarhana melalui perangkat lunak SPSS. Hasil penelitian
meunjukkan bahwa variabel layanan digital banking berpengaruh
terhadap kepuasan nasabah bank syariah Indonesia. Hasil tersebut
dibuktikan dengan pengujian secara parsial yang menunjukkan hasil
thitung > ttabel (14,351 > 1,984) dan nilai signifikan 0,000 < 0,05 yang
artinya variabel layanan digital banking (X) berpengaruh positif
terhadap kepuasan nasabah (Y) bank syariah Indonesia, sedangkan
pada hasil analisis R
2
variabel layanan digital banking (X) memberikan
kontribusi sebesar 68,2% terhadap kepuasan nasabah (Y), sementara
sisanya 31,8% dipengaruh oleh variabel lain yang tidak diteliti dalam
penelitian ini.

Kata Kunci : Layanan Digital Banking, Kepuasan Nasabah

ABSTRACT

Risnawati Imran. Nim 2021050102030. “The Influence of Digital
Banking Service System on Customer Satisfaction (Case Study of
IAIN Kendari Students)”. Supervised by: Mr. Muhammad Imran,
S.H.I., M.E., and Mrs. Anita Rezki, M.Pd.

This study examines the effect of digital banking service
systems on customer satisfaction. A quantitative approach was
employed using descriptive statistical analysis. Data were collected
through a questionnaire distributed via Google Forms, with a research
sample of 98 students selected using purposive sampling. The data
were analyzed using simple linear regression in SPSS software. The
findings indicate that digital banking services significantly influence
customer satisfaction in Indonesian Islamic banks. The t-test results (tcount

= 14.351 > t-table = 1.984, p < 0.05) confirm a positive
relationship between digital banking services (X) and customer
satisfaction (Y). Additionally, the R
analysis reveals that digital
banking services account for 68.2% of the variaton in customer
satisfaction, while the remaining 31.8% is influenced by other
unexamined factors. These funding suggest that enhancing digital
banking service can improve customer satisfaction, particuarly among
university students.

Keywords: Digital Banking Services, Customer Satisfaction
2

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Layanan Digital Banking, Kepuasan Nasabah
Subjects:	300 Ilmu Sosial > 332 Ekonomi Keuangan > 332.21 Bank Tabungan
Divisions:	Fakultas Ekonomi dan Bisnis Islam > Prodi Perbankan Syariah
Depositing User:	Unnamed user with email [email protected]
Date Deposited:	03 Mar 2026 06:29
Last Modified:	03 Mar 2026 06:29
URI:	http://digitallib.iainkendari.ac.id/id/eprint/4264

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