Pengaruh Digitalisasi Perbankan terhadap Kepuasan Nasabah Bank BCA

Shinta Amelia; Sudadi Pranata; Feri Fauzi

doi:10.47134/jampk.v3i1.884

Authors

Shinta Nur Amelia Universitas Catur Insan Cendekia
Sudadi Pranata Universitas Catur Insan Cendekia
Feri Fauzi Universitas Catur Insan Cendekia

DOI:

https://doi.org/10.47134/jampk.v3i1.884

Keywords:

Perbankan Berbasis Digital, Kepuasan Nasabah

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh perkembangan perbankan berbasis digital terhadap kepuasan nasabah Bank BCA serta mengidentifikasi faktor digitalisasi yang paling dominan memengaruhi kepuasan nasabah. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan survei pada 100 responden yang merupakan nasabah aktif Bank BCA yang menggunakan layanan digital. Hasil analisis menunjukkan bahwa digitalisasi perbankan memiliki pengaruh positif yang signifikan terhadap kepuasan nasabah. Variabel seperti kemudahan transaksi, keamanan transaksi, respon layanan, dan akurasi layanan menunjukkan hubungan yang signifikan dengan kepuasan nasabah. Dari hasil uji korelasi Pearson, ditemukan bahwa akurasi layanan merupakan faktor yang paling dominan memengaruhi kepuasan nasabah, disusul oleh kemudahan transaksi. Temuan ini mengindikasikan bahwa nasabah lebih menghargai keandalan sistem dalam memproses transaksi dan kemudahan penggunaan aplikasi. Penelitian ini memberikan kontribusi penting pada pemahaman tentang bagaimana penerapan digitalisasi di industri perbankan dapat meningkatkan kepuasan nasabah, serta memberikan rekomendasi bagi Bank BCA untuk terus mengembangkan kualitas layanan digital yang lebih baik.

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