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Pengaruh Pelayanan Publik Berbasis Aplikasi Jconnect Terhadap Kepuasan Nasabah Bank Jatim Syariah Kediri

Introduction

Pengaruh pelayanan publik berbasis aplikasi jconnect terhadap kepuasan nasabah bank jatim syariah kediri. Temukan bagaimana aplikasi Jconnect memengaruhi kepuasan nasabah Bank Jatim Syariah Kediri. Layanan digital ini terbukti positif & signifikan, menjelaskan 87% kepuasan.

Abstract

Penelitian ini bertujuan untuk menganalisis sejauh mana pelayanan publik berbasis aplikasi JConnect berpengaruh terhadap tingkat kepuasan nasabah Bank Jatim Syariah Kediri. Pendekatan yang digunakan adalah kuantitatif, dengan pengumpulan data dilakukan melalui penyebaran kuesioner kepada 50 responden yang merupakan pengguna aktif aplikasi JConnect Mobile. Instrumen yang digunakan dalam penelitian ini telah melalui uji validitas dan reliabilitas, kemudian dianalisis dengan metode regresi linier sederhana. Hasil analisis menunjukkan bahwa layanan yang disediakan melalui aplikasi JConnect Mobile memiliki pengaruh positif dan signifikan terhadap kepuasan nasabah. Hal ini ditunjukkan oleh nilai koefisien determinasi (R²) sebesar 87%, yang berarti variabel pelayanan mampu menjelaskan sebagian besar variabilitas dalam kepuasan nasabah. Selain itu, uji hipotesis menghasilkan nilai signifikansi 6,667 yang lebih besar dari 1,675, menunjukkan hubungan yang kuat. Temuan ini menegaskan bahwa aspek keandalan, responsivitas, jaminan, empati, serta tampilan antarmuka aplikasi JConnect memainkan peran penting dalam membentuk pengalaman kepuasan pengguna layanan perbankan digital.

Review

This study timely investigates the influence of JConnect application-based public service on customer satisfaction at Bank Jatim Syariah Kediri, a highly relevant topic in the era of digital banking transformation. Employing a quantitative approach, the research effectively utilizes a questionnaire-based survey of 50 active users and applies simple linear regression to analyze the data. A key strength is its clear objective and the finding that JConnect Mobile services positively and significantly impact customer satisfaction, with an impressive R² value of 87%. The identification of specific service quality dimensions—reliability, responsiveness, assurance, empathy, and interface—as crucial factors in user satisfaction provides actionable insights for the bank. While the findings are compelling, several methodological aspects warrant further consideration. The sample size of 50 respondents, though providing initial insights, is relatively small for a quantitative study, potentially limiting the generalizability of the results beyond the specific context of Bank Jatim Syariah Kediri. Furthermore, the abstract mentions multiple service aspects (reliability, responsiveness, etc.) but states the use of simple linear regression. If these aspects were treated as distinct predictors, a more robust analysis such as multiple linear regression would be necessary to delineate their individual contributions and avoid potential aggregation bias. Additionally, the reporting of significance as "nilai signifikansi 6,667 yang lebih besar dari 1,675" is somewhat unconventional and could benefit from clarification in standard statistical terms (e.g., p-value or a specific test statistic and its critical value). Despite these points, the research offers valuable practical implications for Bank Jatim Syariah Kediri, highlighting critical areas for enhancing its digital service offerings. For future research, it would be beneficial to expand the sample size and geographic scope to improve generalizability. Employing advanced statistical techniques like multiple regression or structural equation modeling could allow for a more nuanced analysis of how each individual service quality dimension contributes to overall satisfaction. Exploring mediating or moderating variables, such as user digital literacy or trust in technology, could also provide deeper theoretical insights. Overall, this paper provides a solid foundation for understanding customer satisfaction in digital Islamic banking and paves the way for more comprehensive future investigations.

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