Pengaruh Efektivitas Sistem Layanan Mobile Banking dan Profit Sharing terhadap Kepuasan Nasabah Tabungan Mudharabah di Era Pandemic Covid-19 Pada Bank Syariah Indonesia KCP Pulo Brayan

Abstract

Penelitian ini dilakukan untuk mengetahui pengaruh efektivitas sistem layanan mobile banking dan profit sharing terhadap kepuasan nasabah tabungan mudharabah di era pandemic covid-19 pada Bank Syariah Indonesia KCP Pulo Brayan Medan. Jenis penelitian ini adalah penelitian asosiatif. Teknik pengumpulan data yang digunakan adalah kuesioner (angket). Penelitian ini menggunakan 86 nasabah tabungan mudharabah pada BSI KCP Pulo Brayan sebagai sampel. Pengambilan sampel dilakukan dengan menggunakan teknik purposive sampling. Alat bantu yang digunakan adalah perangkat lunak Statistical Package for the Social Sciences 25 (SPSS 25). Hasil penelitian menunjukan Efektivitas sistem layanan mobile banking berpengaruh positif terhadap kepuasan nasabah, profit sharing berpengaruh positif terhadap kepuasan nasabah. Efektivitas sistem layanan mobile banking dan profit sharing berpengaruh positif terhadap kepuasan nasabah. Hasil koefisien determinasi menunjukan pengaruh efektivitas sistem layanan mobile banking dan profit sharing terhadap kepuasan nasabah adalah sebesar 61,5%. This study was conducted to determine the effect of the effectiveness of the mobile banking and profit sharing service system on the satisfaction of mudharabah savings customers in the covid-19 pandemic era at Bank Syariah Indonesia KCP Pulo Brayan Medan. This type of research is associative research. The data collection technique used is a questionnaire (questionnaire). This study used 86 mudharabah savings customers at BSI KCP Pulo Brayan as samples. Sampling was done by using purposive sampling technique. The tool used is the Statistical Package for the Social Sciences 25 (SPSS 25) software. The results showed that the effectiveness of the mobile banking service system had a positive effect on customer satisfaction, profit sharing had a positive effect on customer satisfaction. The effectiveness of the mobile banking service system and profit sharing has a positive effect on customer satisfaction. The results of the coefficient of determination show the effect of the effectiveness of the mobile banking service system and profit sharing on customer satisfaction is 61.5%.