Electronic Theses and Dissertation

Abstrak perkembangan mobile banking mendorong bank syariah indonesia (bsi) menghadirkan aplikasi byond by bsi sebagai bagian dari transformasi layanan digital. namun, gangguan sistem dan insiden kebocoran data yang pernah terjadi menimbulkan perhatian terhadap kualitas sistem, keamanan, dan perlindungan privasi pengguna. penelitian ini bertujuan untuk menguji pengaruh kualitas sistem, kualitas informasi, kualitas layanan, security, dan privacy terhadap kepuasan pengguna aplikasi byond by bsi di banda aceh. penelitian menggunakan pendekatan kuantitatif dengan metode survei melalui penyebaran kuesioner kepada 395 pengguna aplikasi byond by bsi. data di uji menggunakan metode sem-pls dengan bantuan aplikasi smartpls versi 4.1.1.8. hasil penelitian menunjukkan bahwa seluruh variabel berpengaruh positif dan signifikan terhadap kepuasan pengguna. variabel privacy menjadi faktor yang paling dominan dalam mempengaruhi kepuasan pengguna aplikasi byond by bsi.temuan penelitian ini menunjukkan bahwa kualitas layanan digital, keamanan sistem, dan perlindungan privasi memiliki peran penting dalam meningkatkan kepuasan pengguna mobile banking syariah. penelitian selanjutnya disarankan memperluas cakupan responden dan menambahkan variabel lain agar hasil penelitian lebih komprehensif. kata kunci: kepuasan pengguna, mobile banking, kualitas sistem, kualitas informasi, kualitas layanan, security, privacy, byond by bsi.

ABSTRACT The growth of mobile banking has prompted Bank Syariah Indonesia (BSI) to launch the BYOND by BSI app as part of its digital service transformation. However, past system disruptions and data breaches have raised concerns regarding system quality, security, and user privacy protection. This study aims to examine the effects of system quality, information quality, service quality, security, and privacy on user satisfaction with the BYOND by BSI app in Banda Aceh. The study employs a quantitative approach using a survey method, distributing questionnaires to 395 users of the BYOND by BSI app. Data were analyzed using the SEM-PLS method with the assistance of the SmartPLS application, version 4.1.1.8. The results indicate that all variables have a positive and significant influence on user satisfaction. The privacy variable is the most dominant factor influencing user satisfaction with the BYOND by BSI application. The findings of this study indicate that digital service quality, system security, and privacy protection play a crucial role in enhancing user satisfaction with Sharia mobile banking. Further research is recommended to expand the scope of respondents and include additional variables to ensure more comprehensive results. Keywords: User Satisfaction, Mobile Banking, System Quality, Information Quality, Service Quality, Security, Privacy, BYOND by BSI.