Fayza Azzahra, . (2026) PENGARUH KUALITAS LAYANAN DIGITAL DAN CITRA MEREK TERHADAP KEPERCAYAAN PENGGUNA BYOND BY BSI DI JABODETABEK. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The Islamic banking industry in Indonesia is undergoing rapid digital transformation; however, adoption of BYOND by BSI remains low, accounting for only 22.6 per cent of BSI’s total customer base by 2025, which is thought to be linked to issues of user trust in the platform. This study aims to empirically test the influence of digital service quality and brand image on user trust in BYOND by BSI in the Greater Jakarta area. The study employed a quantitative method using the PLS-SEM approach assisted by SmartPLS, with data collected via a Google Forms questionnaire using purposive sampling. Data was subsequently obtained from 100 active BYOND by BSI users residing in the Jabodetabek region for analysis. The results of the study indicate that digital service quality and brand image have a positive and significant influence on user trust, with brand image demonstrating a more dominant influence than service quality. These findings imply the importance of optimising the stability of digital systems and strengthening brand communication strategies for BSI in order to sustainably enhance user trust amidst competition in the Islamic digital banking sector.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 2210116071] [Pembimbing: Lili Puspita Sari] [Penguji 1: Fadhli Suko Wiryanto] [Ketua Penguji: Prima Dwi Priyatno] |
| Uncontrolled Keywords: | Digital Service Quality, Brand Image, User Trust, Mobile Banking Shariah |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HG Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Syariah (S1) |
| Depositing User: | FAYZA AZZAHRA |
| Date Deposited: | 02 Sep 2026 08:33 |
| Last Modified: | 03 Sep 2026 04:56 |
| URI: | http://repository.upnvj.ac.id/id/eprint/51740 |
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