Analisis Kepuasan Nasabah Akademisi Perbankan Syariah Terhadap Pelayanan E-Customer Service

Abstract

E-customer service is used by students to access banking services without having to visit the bank. This study aims to analyze student satisfaction with the digital customer service provided by Islamic banks. With the increasing use of customer service in the banking industry, it is important to evaluate how well the service quality meets the satisfaction of customers who generally rely more on technology. The method used in this study involves interviews with students from Islamic studies faculties regarding the e-customer service provided by several Islamic banks. The collected data will be analyzed using descriptive qualitative techniques to assess the quality of e-customer service and student satisfaction in using e-customer service at Islamic banks, focusing on aspects such as ease of access, quality of interaction, response speed, and overall satisfaction. The results of the study indicate that student satisfaction is significantly influenced by the quality of digital services, ease of application use, and responsiveness of customer service. This research provides valuable insights for Islamic banks in developing strategies to enhance digital services to meet students' needs and expectations and to improve customer loyalty and satisfaction in the digital era.