Peran Kepuasan Nasabah terhadap Layanan Mobile Banking dalam Meningkatkan Preferensi Bank Umum Syariah

Abstract

This article aims to analyze the role of customer satisfaction with mobile banking services in increasing customer preference for Islamic commercial banks. This study uses a quantitative approach with a survey method involving 250 respondents of active customers of Islamic commercial banks who use mobile banking services. Data were collected through questionnaires and analyzed using Structural Equation Modeling (SEM). The results of the study show that customer satisfaction with mobile banking services has a significant positive influence on customer preferences for Islamic commercial banks. Factors that affect customer satisfaction include ease of use, security, and quality of information services. The implication of this study is that Islamic commercial banks need to improve the quality of mobile banking services, focusing on convenience, ease of access, and transaction security to increase customer loyalty and preference.