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Optimasi Penggunaan Teknologi Self-Service Untuk Meningkatkan Loyalitas Nasabah Dengan Kepuasan Nasabah Sebagai Variabel Mediasi Di Wilayah Bandar Lampung

Goal : This study aims to analyze the effect of Self Service Technology (SST), Perceived Value,
and Perceived Risk on customer loyalty of Bank Syariah Indonesia in Bandar Lampung, with
customer satisfaction as a mediating variable..
Methode : This research employed a quantitative method using the Partial Least Squares–
Structural Equation Modeling (PLS-SEM) approach. Data were collected through
questionnaires distributed to 150 active BSI customers in Bandar Lampung who use the BSI
Mobile and BYOND by BSI applications. The sampling technique used was purposive
sampling, with criteria requiring respondents to be active users of digital banking services for
at least six months. Data analysis was conducted using SmartPLS version 4.1.1.4 to test
validity, reliability, and structural relationships among variables..
Fact/Finding : This study found that Self Service Technology (SST) significantly influences
customer satisfaction but does not directly affect loyalty. Perceived Value and Perceived Risk
showed no significant impact on either satisfaction or loyalty. In contrast, satisfaction emerged
as the key factor driving loyalty and mediating the relationship between SST and loyalty. These
findings highlight that enhancing customer loyalty at Bank Syariah Indonesia (BSI) in Bandar
Lampung should focus on creating satisfaction through high-quality digital services in line
with Islamic principles.

Availability
#
Local Content REF 332.1 AZI o
TES2120405011
Available but not for loan - No Loan
Detail Information
Series Title
-
Call Number
REF 332.1 AZI o
Publisher
Bogor : Universitas Islam Tazkia.,
Collation
-
Language
Indonesia
ISBN/ISSN
NIM.2120405011
Classification
332.1
Content Type
-
Media Type
-
Carrier Type
-
Edition
-
Subject(s)
Customer Loyalty
Customer Satisfaction
Perceived Risk
Self Service Technology
Specific Detail Info
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Statement of Responsibility
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