Irfaan Fadhiil, . (2026) PENGARUH LITERASI DIGITAL, KUALITAS LAYANAN ELEKTRONIK, DAN RELIGIOSITAS TERHADAP KEPUASAN NASABAH BANK SYARIAH INDONESIA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The digital transformation of Islamic banking in Indonesia, particularly at Bank Syariah Indonesia (BSI), continues to grow through various digital banking services. However, the increasing use of digital services is still accompanied by customer complaints regarding electronic service quality, which may affect customer satisfaction. This condition encourages the need for a study on the factors affecting customer satisfaction at Bank Syariah Indonesia. This study aims to analyze the influence of Digital Literacy, Electronic Service Quality, and Religiosity on Customer Satisfaction at Bank Syariah Indonesia. The study employed a quantitative approach using a non-probability sampling technique involving 100 Bank Syariah Indonesia customers. Data were collected through an online questionnaire using a 1–4 Likert scale and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) through SmartPLS. The results indicate that Digital Literacy, Electronic Service Quality, and Religiosity each have a positive and significant effect on Customer Satisfaction. These findings highlight the importance of improving Digital Literacy, E-Service Quality, Religiosity to enhance customer satisfaction at Bank Syariah Indonesia.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 2210116052] [Pembimbing: Sasmita Nurvinda Laili] [Penguji 1: Fadhli Suko Wiryanto] [Ketua Penguji: Faizi] |
| Uncontrolled Keywords: | Digital Literacy, E-Service Quality, Religiosity, Customer Satisfaction, Bank Syariah Indonesia |
| Subjects: | H Social Sciences > HG Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Syariah (S1) |
| Depositing User: | IRFAAN FADHIIL |
| Date Deposited: | 03 Sep 2026 09:24 |
| Last Modified: | 03 Sep 2026 09:24 |
| URI: | http://repository.upnvj.ac.id/id/eprint/51966 |
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