Vol. 3, No. 2, January 2022
p-ISSN 2775-3832 ; e-ISSN 2775-7285
80 http://matriks.greenvest.co.id
THE EFFECT OF MOBILE BANKING PRODUCT QUALITY ON
CUSTOMER SATISFACTION OF INDONESIAN SHARIA BANK
JAKARTA WOLTER MONGINSIDI BRANCH
Gani Wiharso
1
, Johan Hendri Prasetyo
2
, Bobby Suryo Prakoso
3
and Luky
Fabrianto
4
Nusa Mandiri University, Indonesia
1,2,3 dan 4
Email: gani.gw[email protected].id
1
, johan.jnp@nusamandiri.ac.id
2
,
bobby.byp@nusamandiri.ac.id
3
and luky.lfb@nusamandiri.ac.id
4
Received:
December, 20
th
2021
Revised:
December, 22
th
2021
Approved:
January, 14
th
2022
Abstract
Bank is a financial institution that collects funds from the public in the
form of deposits, both demand deposits, savings and time deposits.
This study aims to determine the effect of mobile banking product
quality on customer satisfaction of Bank Syariah Indonesia Jakarta
branch Wolter Monginsidi. The method use is a survey methode using
descriptive and verification analysis technique. The sampling
technique of this study used a purposive sampling technique of 75
respondents. The data collection technique use quisionnaire with 20
question items assessed on a Likert scale 1-5 and tested for validity
and reliability. Hyphotesis testing using statistical analysis included
classical assumption test (Normality test and Heteroscedasticity test),
Autocorrelation test (Dubin Watson), Simple Linier Regression
Analysis (R square, t-test, and F test). Based on partial test, it can be
stated that Product Quality has a positive effect on visitors to the
Jakarta branch of Bank Syariah Indonesia Wolter Monginsidi, so the
hypothesis can be accepted.
Keywords: Product quality; Mobile Banking; Customer Satisfaction;
Islamic Bank
Abstrak
Bank merupakan Lembaga Keuangan yang menghimpun dana dari
masyarakat dalam bentuk simpanan baik giro, tabungan maupun
deposito. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas
produk mobile banking terhadap kepuasan nasabah Bank Syariah
Indonesia cabang Jakarta Wolter Monginsidi. Metode yang digunakan
yaitu metode survey dengan menggunakan teknik analisis deskriftif
dan verifikatif. Teknik pengambilan sampel penelitian ini
menggunakan teknik purposive sampling sebanyak 75 responden.
Teknik pengumpulan data menggunakan kuesioner sebanyak 20 item
pertanyaan yang dinilai dengan skala Likert 1-5 dan diuji validitas
serta reliabilitasnya. Pengujian hipotesis menggunakan analisis
statistik meliputi uji asumsi klasik (uji Normalitas dan uji
Heterokedastisitas), uji Autokorelasi (Dubin Watson), Analisa
Regresi Linier Sederhana (R square, uji-t, dan uji F). Berdasarkan hasil
pengujian parsial dapat disampaikan bahwa Kualitas Produk
berpengaruh positip signifikan pada Kepuasan Nasabah Bank Syariah
Indonesia cabang Jakarta Wolter Monginsidi, sehingga hipotesis dapat
diterima.
Kata kunci: Kualitas Produk; Mobile Banking; Kepuasan Nasabah;
Bank Syariah
The Effect of Mobile Banking Product Quality on
Customer Satisfaction of Indonesian Sharia Bank Jakarta
Wolter Monginsidi Branch
Matriks: Jurnal
Sosial dan Sains
Gani Wiharso
1
, Johan Hendri Prasetyo
2
, Bobby Suryo Prakoso
3
and Luky
Fabrianto
4
81
Introduction
Bank is a financial institution that collects funds from the public in the form of
savings, both demand deposits, savings and time deposits, then redistributes funds from
the community in the form of credit/financing, both consumptive, productive and
investment so as to improve people's living standards.
With the rapid development of information technology, Banks are required to also
take advantage of these advances in information technology into their operational
transactions so as not to lag behind other banks that have utilized advances in information
technology to serve their customers' transactions easily, quickly and safely.
Changes in technology and the rapid flow of information have encouraged banks to
produce products or services that can meet the needs and desires of customers based on
information technology. In responding to customers' desires for the convenience of
transacting easily, quickly and safely, currently banks have launched banking services
based on information technology, one of which is Mobile Banking (m-banking). The m-
banking product is a service provided by the Bank and can be accessed by customers for
24 hours to perform non-cash banking transactions through a mobile phone (mobile
phone), and is given to customers who already have a savings account in the form of
savings or current accounts, which aims to facilitate banking transactions.
Through mobile banking services, customers can make transactions such as those
done at ATMs or bank counters without the need to come to the bank or ATM, such as
viewing fund and loan account portfolios, checking balances, sending money/transfers,
purchasing electricity/mobile phone/Gojek/tickets. planes or trains, all types of payments
such as electricity, cellphones, Air PAM, Taxes, Education, Loans, Credit Cards, etc. and
how to operate is very easy. With this mobile banking service, it will greatly assist
customers in improving efficiency, effectiveness, and productivity, especially for people
who live in urban areas, especially during the Covid--19 pandemic season, which is
currently under restrictions on activities both on a micro and emergency scale and has a
busy schedule of activities. many transactions.
Customers using banking services are not only considered to save or invest by
earning interest or profit sharing, but also need services or products with the
sophistication and completeness of the features of a product that can help reduce
difficulties and avoid time wasted in vain so as to facilitate business transactions. .
Quoted from www.bankbsi.co.id/news-update “Along with the demands of market
dynamics in the digital era, Islamic financial institutions are required to be more adaptive
by creating products and services that suit market needs. The government also continues
to strive to strengthen this Islamic finance," said Vice President Ma'ruf Amin.
With the development of technology and information today, making banks that
already have readiness in terms of technology immediately launch mobile banking
products, because mobile banking is one of the promising businesses by utilizing
technological advances and is seen as having many conveniences for customers and
banks. With the COVID-19 pandemic, customers are more likely to use mobile banking
products in their transactions, such as paying bills from online transactions for purchasing
goods. It can be seen from the data quoted from www.cnbcindonesia.com, the number of
BSI Mobile users as of August 17, 2021 is more than 2.7 million users or an increase of
79.4% since the beginning of 2021 on a YoY basis with active user growth reaching more
than 1.1 million customers or an increase of 92.5% YoY. The mobile banking product is
one of the Bank's products that relies on GPRS (General Package Radio Service)
technology to facilitate its customers in conducting banking transactions.
Several studies on the effect of product quality on customer/customer satisfaction
include Gangsar Prawiramulia (2014) stating that "the quality of mobile banking products
Vol. 3, No. 2, January 2022
p-ISSN 2775-3832 ; e-ISSN 2775-7285
82 http://matriks.greenvest.co.id
has a strong influence in creating customer satisfaction for Mandiri Mobile users in the
city of Bandung".
What is very important for banks is to find out the extent of customer perceptions
of mobile banking products and whether the existence of this mobile banking product will
bring benefits to customers. Because the most important thing for customers is the ease of
obtaining financial information and transacting online, without having to visit the bank
where they are customers. This study focuses on the effect of mobile banking products in
transactions on customer satisfaction. In this study, researchers will examine the quality
of BSI's mobile banking products and those used are: performance, durability, reliability,
features, conformance with specifications.
Meanwhile, customer satisfaction with mobile banking services includes: overall
customer satisfaction, confirmation of expectations, repurchase intent, willingness to
recommend, customer dissatisfaction.
Based on the description above, the formulation of the problem can be made,
namely:
Does the quality of mobile banking products have a simultaneous effect on
customer satisfaction at PT. Bank Syariah Indonesia Jakarta branch Wolter Monginsidi ?
Based on the explanations and formulations above, the purpose of this study is to
analyze the effect of several quality indicators of mobile banking products on customer
satisfaction either partially or jointly. The results of this study are expected to be useful
for marketing science, especially those related to product quality and customer
satisfaction as well as further researchers as reference material. As for the company, it is
expected to be an input for the development of mobile banking products so that customer
satisfaction is expected to be realized.
Research Method
A. Population and Sample
This research was conducted on customers of Bank BSI Wolter Monginsidi Branch
Jakarta, which is located at Jl. Wolter Monginsidi No. 67A Rawa Barat, Kebayoran Baru,
South Jakarta. The research data uses a questionnaire instrument that is sent via Google
Form which is sent link information via WA to customers. To find out how many samples
will be studied, the authors use the Slovin formula, namely:
In determining the number of samples to be selected, the author uses an error rate
(margin of error) of 10%. The population used is 300 people taken from customers of
Bank BSI Jakarta branch office Wolter Monginsidi mobile banking users assuming 10
customers per day within 1 month (30 days) the calculation is obtained as follows:
𝑛 = 𝑁 / (1 + (300 x 0,10)2
𝑛 = 300 / (1 + (300 x (0,10)2
𝑛 = 300 / (1 + 3)
𝑛 = 300 / 4
𝑛 = 75
Based on calculations using the Slovin formula, the number of samples to be
studied was 75 respondents. The sampling technique used is probability simple random
sampling, which is included in probability sampling. The type of data used is primary
The Effect of Mobile Banking Product Quality on
Customer Satisfaction of Indonesian Sharia Bank Jakarta
Wolter Monginsidi Branch
Matriks: Jurnal
Sosial dan Sains
Gani Wiharso
1
, Johan Hendri Prasetyo
2
, Bobby Suryo Prakoso
3
and Luky
Fabrianto
4
83
data using questionnaire data collection methods which are distributed to customers of
Bank Syariah Indonesia Jakarta branch Wolter Monginsidi.
The technical analysis of the data inside is to test validity, test reliability, test
hypotheses using statistical analysis including classical assumption tests (normality test
and heteroscedasticity test), autocorrelation test (Dubin Watson) and simple linear
regression analysis (R square, t-test and test F).
Result and Discussion
1. Research Instrument Test
Based on instrument testing, the authors conducted research in the form of validity
and reliability tests using the Statistical Program for Social Science (SPSS) version 26.
The results of the calculation of both validity and reliability tests are as follows:
a. Validity Test
Validity testing is carried out to test whether the instrument used to measure the
variables used in the study can actually measure these variables correctly.
Table 1. Results of Testing the Validity of Product Quality Variables (X).
Item-Total Statistics
Scale Mean if
Item Deleted
Corrected Item-
Total Correlation
Cronbach's Alpha if
Item Deleted
X1.1
32.39
.909
.963
X1.2
32.48
.927
.962
X1.3
32.75
.871
.965
X1.4
32.81
.569
.974
X1.5
33.01
.662
.971
X1.6
32.68
.931
.962
X1.7
32.60
.904
.963
X1.8
32.60
.929
.962
X1.9
32.56
.954
.961
X1.10
32.76
.856
.965
Source: SPSS output (Processed Data).
Conclusion :
In the table above, it can be seen that the results in the Corrected Item-Total
Correlation column have a value above 0.300. Which means that all items in the
questionnaire statement of Product Quality variable (X) are valid.
Meanwhile, for testing the validity of the Customer Satisfaction variable, it is as
follows:
Table 2. Results of Testing the Validity of the Customer Satisfaction Variable (Y).
Item-Total Statistics
Scale Mean if Item
Deleted
Scale Variance
if Item Deleted
Corrected Item-
Total
Correlation
Cronbach's
Alpha if Item
Deleted
Y1.1
31.47
84.766
.933
.905
Y1.2
31.37
84.534
.952
.904
Y1.3
31.40
85.595
.933
.905
Y1.4
31.44
85.790
.945
.905
Y1.5
31.56
83.871
.925
.905
Y1.6
31.37
84.021
.943
.904
Y1.7
31.41
84.759
.945
.904
Y1.8
31.41
84.057
.946
.904
Vol. 3, No. 2, January 2022
p-ISSN 2775-3832 ; e-ISSN 2775-7285
82 http://matriks.greenvest.co.id
Y1.9
32.37
122.156
-.457
.973
Y1.10
31.79
99.630
.338
.936
Source: SPSS output (processed data).
Conclusion :
In the table above, it can be seen that the results obtained from the ten statements
on the Customer Satisfaction variable (Y) each have an rcount value greater than the
critical value (0.30) except for the ninth statement where rcount is smaller than the critical
value. ie (-0.457). So that the ninth statement of the ninth variable on customer
satisfaction was not included in the next test. In addition to the ninth statement, all other
statements are declared valid and can be used in data analysis in this study.
b. Reliability Test
Table 3. Results of Product Quality Variable Reliability Testing (X).
Reliability Statistics
Cronbach's Alpha
N of Items
.969
10
Source: SPSS processed data.
Conclusion:
From the table above, Cronbach's Alpha value is 0.969 > 0.700. This means that the
Product Quality (X) variable questionnaire is reliable.
Table 4. Results of Reliability Testing for Customer Satisfaction Variables (Y).
Reliability Statistics
Cronbach's Alpha
N of Items
.925
10
Source: SPSS processed data.
Conclusion:
Based on the table above, Cronbach's Alpha value is 0.925 > 0.700. This means that the
questionnaire on the Customer Satisfaction variable (Y) is reliable.
2. Classical Assumption Test Analysis
a. Normality Test
Picture 1. Normality Test.
84
The Effect of Mobile Banking Product Quality on
Customer Satisfaction of Indonesian Sharia Bank Jakarta
Wolter Monginsidi Branch
Matriks: Jurnal
Sosial dan Sains
Gani Wiharso
1
, Johan Hendri Prasetyo
2
, Bobby Suryo Prakoso
3
and Luky
Fabrianto
4
85
Conclusion :
In the picture above, it can be seen that the graphic display meets the
assumptions of the normality test. The graph shows a normal plot, the data
spreads around the diagonal line and follows the diagonal direction.
b. Heteroscedasticity Test
In this test, it is assumed that the residual variance around the regression
line is constant for each combination of the independent variable values. If in the
regression graph the scatterplots of residuals do not form a certain pattern (wavy,
widening then narrowing, linear or quadratic patterns), then in the regression the
assumption of heteroscedasticity does not occur. In the scatterplot graph, the
scattered points do not form a certain pattern, so the assumption of no
heteroscedasticity is fulfilled, which can be presented in the following figure:
Figure 2. Predicted Value of Standard Regression.
Conclusion :
In the picture above, it can be seen that the graphic display meets the
assumptions of the normality test. The graph shows a normal plot, the data
spreads around the diagonal line and follows the diagonal direction.
c. Autocorrelation Test
Table 6. Autocorrelation Test.
Model Summary
b
Model
R
R Square
Adjusted R
Square
Std. Error of the
Estimate
Durbin-Watson
1
.958
a
.918
.917
2.15303
2.090
a. Predictors: (Constant), X
b. Dependent Variable: Y
Conclusion :
In the table above, it is known that the results of Durbin Watson = 2.090 with p = 75 and
k = 2 can be explained as follows:
• d > dU then there is no positive autocorrelation
• (4 – d) > dU, then there is no negative autocorrelation.
3. Simple Linear Regression Analysis
Vol. 3, No. 2, January 2022
p-ISSN 2775-3832 ; e-ISSN 2775-7285
86 http://matriks.greenvest.co.id
Table 4. Simple Linear Regression Analysis.
Model Summary
b
Model
R
R Square
Adjusted R Square
Std. Error of the
Estimate
Durbin-Watson
1
.958
a
.918
.917
2.15303
2.090
a. Predictors: (Constant), X
b. Dependent Variable: Y
ANOVA
a
Model
Sum of Squares
df
Mean Square
F
Sig.
1
Regression
3791.602
1
3791.602
817.942
.000
b
Residual
338.394
73
4.636
Total
4129.996
74
a. Dependent Variable: Y
b. Predictors: (Constant), X
Coefficients
a
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
Collinearity Statistics
B
Std. Error
Beta
Tolerance
VIF
1
(Constant)
.026
.893
.029
.977
X
.886
.031
.958
28.600
.000
1.000
1.000
a. Dependent Variable: Y
Conclusion :
From the test results above, it can be explained that the regression coefficient value is
0.918 with a significance of 0.000 <0.05. It can be said that the Product Quality Variable
(X) has a strong influence on Customer Satisfaction (Y). Then H0 is rejected and Ha is
accepted because there is a strong positive influence between product quality variables
(X) on customer satisfaction (Y). This is in accordance with Ismail Raza's research (2017)
which states that "there is a significant effect on a 99% real level of customer
satisfaction" and Gangsar Prawiramulia's (2014) research states that "the quality of
mobile banking products has a strong influence on creating customer satisfaction for
Mandiri users. Mobile in Bandung City”.
Conclusion
This study can be concluded that the results of the analysis show that product
quality partially has a significant positive effect on Customer Satisfaction at the Jakarta
branch of Bank Syariah Indonesia Woltermonginsidi, so that the hypothesis can be
accepted.
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Matriks: Jurnal
Sosial dan Sains
Gani Wiharso
1
, Johan Hendri Prasetyo
2
, Bobby Suryo Prakoso
3
and Luky
Fabrianto
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