Pengaruh Kualitas Pelayanan dan Transaction Fee terhadap Kepuasan Penggunaan Layanan BSI Smart Agent UIN Madura

Dian Puspita Sari; Lukmanul Hakim

doi:10.29040/jiei.v12i4.20467

Authors

Dian Puspita Sari Universitas Islam Negeri Madura, Indonesia
Lukmanul Hakim Universitas Islam Negeri Madura, Indonesia

DOI:

https://doi.org/10.29040/jiei.v12i4.20467

Keywords:

service quality, transaction costs, user satisfaction

Abstract

This study aims to determine the effect of service quality and transaction fees on the satisfaction of BSI Smart Agent service users at the State Islamic University of Madura, both partially and simultaneously. This study employs a quantitative approach using multiple linear regression analysis on 100 respondents selected via accidental sampling. Data were collected through a questionnaire that had been validated for both validity and reliability, ensuring all items were deemed valid and reliable. The T-test results indicate that service quality has a positive and significant effect on user satisfaction with a significance value of 0.000 < 0.05, and transaction fees have a positive and significant effect on user satisfaction with a significance value of 0.000 < 0.05, where transaction fees are the most dominant variable with a Beta value of 0.452. The F-test results show that service quality and transaction fees simultaneously have a significant effect on user satisfaction with a significance value of 0.000 < 0.05, and an adjusted R-squared value of 0.546, indicating that these two variables account for 54.6% of the variation in user satisfaction Consequently, the managers of the BSI Smart Agent service at UIN Madura need to prioritize evaluating the transaction fee structure while continuing to improve service quality so that user satisfaction particularly among students can be sustainably enhanced.

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