PERAN MEDIASI MOBILE BANKING PADA KUALITAS LAYANAN, NILAI, DAN KEPUASAN NASABAH BSI TANGERANG

Muhammad Nurul Alim; Irwan Maulana; Rizky Suwarno

doi:10.36769/ibest.v4i2.1531

Authors

Muhammad Nurul Alim Institut Asy-Syukriyyah https://orcid.org/0000-0002-5370-2503
Irwan Maulana Institut Asy-Syukriyyah
Rizky Suwarno Institut Asy-Syukriyyah

DOI:

https://doi.org/10.36769/ibest.v4i2.1531

Keywords:

Customer Satisfaction, Customer Value, Mobile Banking, Service Quality, Bank Syariah Indonesia

Abstract

This study examines the mediating role of mobile banking in the relationship between service quality, customer value, and customer satisfaction at Bank Syariah Indonesia (BSI). Utilizing a quantitative approach with a survey method, the research involved 100 BSI customers in Tangerang City, selected through purposive sampling. Data were analyzed using Structural Equation Modeling (SEM) with Partial Least Squares (PLS-SEM). The findings reveal that both service quality and customer value have a positive and significant impact on mobile banking usage, which subsequently enhances customer satisfaction. Furthermore, service quality and customer value were found to exert a direct and significant influence on satisfaction levels. The results confirm that mobile banking serves as a partial mediator in these relationships. These findings underscore the necessity of optimizing digital service quality and perceived value to strengthen customer satisfaction within the Islamic banking sector.

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