Elviananda, . (2025) PENGARUH LITERASI KEUANGAN SYARIAH, KEAMANAN, DAN KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH BANK UMUM SYARIAH. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Sharia banking in Indonesia continues to grow rapidly with regulatory support and increasing public interest in sharia-based services. However, this growth has not been fully accompanied by adequate sharia financial literacy, guaranteed digital service security, and consistent service quality, resulting in customer complaints that affect their satisfaction levels. Customer satisfaction is an important factor in maintaining loyalty and the sustainability of Islamic banks amid competition with conventional banks and digital financial institutions. This study aims to analyze the influence of Islamic financial literacy, security, and service quality on the satisfaction of Islamic commercial bank customers. This study uses a quantitative approach with data collection methods through questionnaires given to Islamic commercial bank customers in the research area. Samples were selected using purposive sampling techniques. Furthermore, the data were analyzed using the Partial Least Squares (PLS) method using SmartPLS 4.0 software to evaluate the relationship between variables. The results of this study are expected to confirm that Islamic financial literacy, security, and service quality are important factors that shape customer satisfaction in using Islamic commercial bank services in South Jakarta. These findings are also expected to provide strategic input for banks in improving service quality, strengthening system security, and optimizing literacy education programs in order to strengthen customer trust and loyalty. Keywords: Islamic financial literacy, security, service quality, customer satisfaction, Islamic bank.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210116013] [Pembimbing: Fitri Yetti] [Ketua Penguji: Sufyati] [Penguji 1: Sasmita Nurvinda Laili] |
| Uncontrolled Keywords: | Islamic financial literacy, security, service quality, customer satisfaction, Islamic bank. |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HG Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Syariah (S1) |
| Depositing User: | ELVIANANDA |
| Date Deposited: | 09 Apr 2026 02:59 |
| Last Modified: | 09 Apr 2026 02:59 |
| URI: | http://repository.upnvj.ac.id/id/eprint/41619 |
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