Peran BSI Mobile terhadap Kepuasan dan Kenyamanan Nasabah dalam Transaksi Perbankan di Bank Syariah Indonesia KCP Medan Padang Bulan

Abstract

This research aims to determine whether BSI Mobile can assist Bank Syariah Indonesia customers in enhancing satisfaction and convenience during transactions such as transfers, product purchases, and utilizing the facilities offered by Bank Syariah Indonesia. This study employs qualitative data. The data are obtained from questionnaires and interviews with Bank Syariah Indonesia customers. The population of this research consists of Bank Syariah Indonesia customers at the Medan Padang Bulan Branch. The sample for this study includes 36 respondents who own and use the BSI Mobile application. The results of this research indicate that BSI Mobile has met several indicators to satisfy and provide convenience to customers, however, on the other hand, there are still many indicators that do not meet the requirements in terms of Mobile Banking, satisfaction, and convenience, such as frequent transaction errors, application errors, and delayed response times