ANALISIS PENGARUH BANKING INTERNAL SERVICE QUALITY (BINTQUAL), FINANCIAL TECHNOLOGY (FINTECH), DAN GOOD CORPORATE GOVERNANCE (GCG) TERHADAP KEPUASAN NASABAH (Studi Pada Bank Syariah Indonesia KCP Bandar Lampung Kedaton 2)

Mia, Aprilia (2023) ANALISIS PENGARUH BANKING INTERNAL SERVICE QUALITY (BINTQUAL), FINANCIAL TECHNOLOGY (FINTECH), DAN GOOD CORPORATE GOVERNANCE (GCG) TERHADAP KEPUASAN NASABAH (Studi Pada Bank Syariah Indonesia KCP Bandar Lampung Kedaton 2). Diploma thesis, UIN Raden Intan Lampung.

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Abstract

ABSTRAK Sebagai lembaga perbankan yang memiliki kegiatan salah satunya pada sistem pelayanan, maka kepuasan nasabah adalah hal yang utama bagi perkembangan bank. Dalam Kepuasan nasabah ada beberapa hal yang dapat mendukung peningkatan bank syariah yaitu Banking Internal Service Quality, Financial Technology, dan Good Corporate Governance. Penelitian ini memiliki tujuan untuk mengetahui pengaruh Banking Internal Service Quality, Financial Technology, dan Good Corporate Governance terhadap kepuasan Nasabah pada Bank Syariah Indonesia KCP Bandar Lampung Kedaton 2. Landasan Teori yang digunakan adalah Social Exchange Theory, Agency Teori dan Technology Acceptance Model (TAM). Metodologi dalam penelitian ini adalah menggunakan pendekatan kuntitatif. Sumber data didapatkan melalui data primer yang didapat secara langsung kepada objek penelitian. Dengan teknik pengumpulan data menggunakan kuisioner dan wawancara. Pengukuran kuisioner didukung dengan metode skala likert. Teknik analisis data dilakukan dengan menguji kualitas data,asumsi klasik, dan uji hipotesis. Hasil penelitian menunjukkan bahwa secara parsial Banking Internal Service Quality berpengaruh positif dan signifikan terhadap kepuasan nasabah dengan hasil uji t yaitu signifikasi bernilai 0,000 dan thitung sebesar 3,910. Financial Technology berpengaruh positif dan signfikan terhadap kepuasan nasabah dengan hasil uji t yaitu nilai signifikasi sebesar 0,009 dan nilai thitung sebesar 2,666. Selanjutnya Good Corporate Governance berpengaruh positif dan signifikan terhadap kepuasan nasabah ditunjukkan pada hasil uji t nilai signfikasi sebesar 0,000 dan nilai thitung sebesar 3,927. Sedangkan secara simultan Banking Internal Service Quality, Financial Technology, Dan Good Corporate Governance memiliki pengaruh positif dan signifikan terhadap kepuasan nasabah, dibuktikan dengan hasil uji F memiliki nilai signfikasi 0,000 dan nilai fhitung sebesar 78,526. Kata Kunci : Banking Internal Service Quality, Financial Technology, dan Good Corporate Governance, Kepuasan Nasabah. ABSTRACT As a banking institution that has activities one of which is in the service system, customer satisfaction is the main thing for the development of banks. In customer satisfaction, there are several things that can support the improvement of Islamic banks, namely Banking Internal Service Quality, Financial Technology, and Good Corporate Governance. This study aims to determine the effect of Banking Internal Service Quality, Financial Technology, and Good Corporate Governance on customer satisfaction at Indonesian Sharia Bank KCP Bandar Lampung Kedaton 2. The theoretical basis used is Social Exchange Theory, Agency Theory and Technology Acceptance Model (TAM). The methodology in this research is to use a quantitative approach. Sources of data obtained through primary data obtained directly to the object of research. With data collection techniques using questionnaires and interviews. Questionnaire measurement is supported by the Likert scale method. Data analysis techniques were carried out by testing data quality, classical assumptions, and hypothesis testing. The results showed that partially Banking Internal Service Quality had a positive and significant effect on customer satisfaction with the results of the t test, namely the significance value of 0.000 and the tcount of 3.910. Financial Technology has a positive and significant effect on customer satisfaction with the results of the t test, namely a significance value of 0.009 and a tcount of 2.666. Furthermore, Good Corporate Governance has a positive and significant effect on customer satisfaction as shown in the results of the t-test, a significance value of 0.000 and a t-count of 3.927. Meanwhile, simultaneously Banking Internal Service Quality, Financial Technology, and Good Corporate Governance have a positive and significant influence on customer satisfaction, as evidenced by the results of the F test having a significance value of 0.000 and an fcount of 78.526. Keywords: Banking Internal Service Quality, Financial Technology, and Good Corporate Governance, Customer Satisfaction.

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