Transformasi Digital Perbankan Syariah: Pengaruh Penggunaan Aplikasi BYOND by BSI terhadap Kepuasan dan Loyalitas Nasabah di Era Society 5.0 Pada KCP UIN Ciputat Timur
DOI:
https://doi.org/10.31004/joecy.v6i2.11675Keywords:
BYOND by BSI; Kepuasan Nasabah; Loyalitas Nasabah; Digital Banking Syariah; Society 5.0; Regresi Berganda, BYOND by BSI; Customer Satisfaction; Customer Loyalty; Islamic Digital Banking; Society 5.0; Multiple RegressionAbstract
This study aims to analyze the effect of BYOND by BSI application usage on customer satisfaction and loyalty at PT Bank Syariah Indonesia (BSI) Tbk in the Society 5.0 era. Three independent variables were examined: ease of use (X1), transaction security (X2), and feature completeness (X3), with customer satisfaction (Y1) and customer loyalty (Y2) as dependent variables. A quantitative approach with a survey method was employed. Data were collected through questionnaires from 100 active BYOND by BSI users at KCP BSI UIN Ciputat Timur, supplemented by participatory observation data from the Customer Satisfaction Survey (CSS) conducted during March–April 2025. Data analysis included validity testing, reliability testing, multiple regression, and Pearson correlation. Results indicate that ease of use has the most dominant effect on customer satisfaction (β=0.412; p<0.001) and loyalty (β=0.367; p<0.001). Simultaneously, all three variables explained 62.1% of satisfaction variance (R²=0.621) and 57.4% of loyalty variance (R²=0.574). A strong positive correlation was found between customer satisfaction and loyalty (r=0.741; p<0.001). This study provides empirical contributions to the development of sharia digital banking strategies oriented toward customer satisfaction and loyalty in the Society 5.0 era
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