Analisis User Experience dan E-Service Quality Terhadap Kepuasan Nasabah dalam Penggunaan Aplikasi Mobile Banking pada PT. Bank Syariah Indonesia

Abstract

This study aims to determine and analyze the influence of User Experience on customer satisfaction and to determine and analyze the influence of E-service Quality on customer satisfaction at PT. Bank Syariah Indonesia. The sample in this study were customers of PT. Bank Syariah Indonesia KCP Medan Setiabudi who met the criteria of being customers of Bank Syariah Indonesia KCP Medan Setiabudi who used BSI mobile and had used the BSI Mobile application at least twice, totaling 100 people. The sampling technique used the accidental sampling method with the Lemeshow formula. The data used in the study were primary data and secondary data, primary data were obtained through the results of filling out questionnaires and secondary data were obtained through related agencies, journals and reading books related to the study. Data analysis in this study used the Structural Equation Modeling with Partial Least Squares (SEM-PLS) method. The results of this study indicate that: User Experience affects Customer Satisfaction and E-service Quality affects Customer Satisfaction.