Pengaruh Kualitas Layanan Elektronik dan Customer Engagement terhadap Kepuasan Anggota BMT Artha Buana Metro
Abstract
The rapid development of digital technology has encouraged Islamic microfinance institutions to adopt electronic-based services to enhance convenience, accessibility, and operational efficiency for their members. BMT Artha Buana Metro has responded to this transformation by implementing the IBS Mobile Banking application as a form of digital service innovation. Despite this advancement, several challenges remain, including technical disruptions, suboptimal access speed, and limited user convenience, which may reduce the effectiveness of digital service utilization. In addition, the level of customer engagement in using these services has not been fully optimized, potentially influencing member satisfaction. This study aims to analyze the effect of e-service quality and customer engagement on member satisfaction at BMT Artha Buana Metro. The research employs a quantitative approach with an explanatory method. The population consists of 3,700 members, with a sample of 100 respondents selected using purposive sampling techniques. Data were collected through questionnaires using a Likert scale and analyzed using validity and reliability tests, followed by multiple linear regression analysis. The findings indicate that e-service quality and customer engagement do not have a significant effect on member satisfaction, either partially or simultaneously. These results suggest that member satisfaction is not solely determined by digital service quality and engagement levels, but is also influenced by other factors beyond the scope of this study, such as trust, service experience, and perceived value. Therefore, BMT Artha Buana Metro is expected to consider a more comprehensive approach in improving member satisfaction by integrating technological, relational, and emotional service aspects.
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