Ŕ Pengaruh Pemanfaatan E-Channel dan Literasi Digital terhadap Tingkat Kepuasan Nasabah Bank Jatim Cabang Kraksaan | Ali | Jurnal Ilmiah Universitas Batanghari Jambi

Pengaruh Pemanfaatan E-Channel dan Literasi Digital terhadap Tingkat Kepuasan Nasabah Bank Jatim Cabang Kraksaan

Dini Fitriani Ali, Rizki Febri Eka Pradani

Abstract


Digital transformation in the banking sector is driving banks to develop technology-based services to improve service quality and customer satisfaction. The success of implementing digital services is influenced not only by the quality of e-channels but also by customers’ level of digital literacy in effectively utilizing technology. This study aims to analyze the influence of e-channel usage and digital literacy on customer satisfaction levels at Bank Jatim’s Kraksaan Branch, both partially and simultaneously. The study employs a quantitative approach using an associative-causal research design. The study population consisted of 5,200 active JConnect users, with a sample of 371 respondents determined using the Slovin formula through simple random sampling. Data were collected via a questionnaire and analyzed using multiple linear regression with IBM SPSS Statistics. The results indicate that the use of e-channels has a positive and significant effect on customer satisfaction. Digital literacy also has a positive and significant impact on customer satisfaction. Furthermore, the simultaneous use of e-channels and digital literacy has been shown to have a positive and significant impact on customer satisfaction at Bank Jatim’s Kraksaan Branch. These findings indicate that improvements in the quality of digital services must be balanced with improvements in customer digital literacy so that the implementation of digital banking transformation can deliver an optimal service experience and enhance customer satisfaction.

Keywords


e-channel; digital literacy; customer satisfaction; digital transformation; Bank Jatim

Full Text:

PDF

References


Abdillah, W. R., 2026. Kualitas Layanan Digital Banking dan Kepuasan Nasabah: Studi Literatur Pada Perbankan di Indonesia Wahyudin. Neraca Akuntansi Manajemen, Ekonomi, 25(5), 1–9.

Al Adly, F. S., Nurhayati, Pramono, I. P., 2025. Pengaruh Digitalisasi Bank dan Kualitas Layanan terhadap Kepuasan Nasabah. Jurnal Riset Akuntansi, 167–174. https://doi.org/10.29313/jra.v5i2.8286

Daga, Rosnaini. 2017. Citra, Kualitas Produk, dan Kepuasan Pelanggan. Global Research And Consulting Institute.

Faizun, D., Bakhri, S., Hasanudin, S., 2023. Strategi Peningkatan Kualitas Pelayanan Melalui Digitalisasi Mobile Banking Jconnect Pada BPD Jawa Timur. Cashless : Journal Syaria Finance and Banking, 01(02), 61–77.

Gilster, P. 1997. Digital literacy. New York, NY: John Wiley & Sons

International Telecommunication, U. (2025). Measuring digital development: Facts and Figures 2025. https://www.itu.int/itu-d/reports/statistics/facts-figures-2025/

Kusuma, F. 2021. Implementasi Penggunaan Produk E Channel Syariah Kcp Metro.

Lamonge, A. A. Y. L. R. M. A. S., 2023. Metode Penelitian Kuantitatif dan Kualitatif: Teori dan Praktek. Get Press Indonesia.

Meisya, D. M. K., Eko Adi Susilo, Jalu Sora Wicitra. 2025. Pengaruh Pelayanan Publik Berbasis Aplikasi Jconnect Terhadap Kepuasan Nasabah Bank Jatim Syariah Kediri. Transgenera: Jurnal Ilmu Sosial, Politik, Dan Humaniora, 2(2), 150–162. https://doi.org/10.35457/transgenera.v2i2.4867

Nurhidayati, M., Cahyani, N. K. 2021. Faktor Yang Mempengaruhi Kepuasan dan Loyalitas Pengguna E-Channel pada Nasabah BSI KCP Ponorogo. Etihad: Journal of Islamic Banking and Finance, 1(2), 146–157. https://doi.org/10.21154/etihad.v1i2.3527

Poornima, S., Sridharan, R., 2024. Impact of Digital Literacy on Consumer Satisfaction with E-Banking Services in Chennai City. Pakistan Journal of Life & Social Sciences, 22(2). https://doi.org/10.57239/PJLSS-2024-22.2.001614

Rizal, K. 2023. Pengaruh kualitas layanan e-channel terhadap kepuasan nasabah Bank BTN. https://repository.stialan.ac.id/65/1/016 SABSP 2023 - Khairul Rizal-BAB I.pdf

Setyowati, L., Agustina, F., Sukmawan, S., El-Sulukiyyah, A. A., Mabaroh, B., 2020. The Students’ Problems and Solutions in Writing an Argumentative Essay on Gender Issue. Journal of English Language Teaching and Linguistics, 5(3), 279. https://doi.org/10.21462/jeltl.v5i3.424

Siddiqi, M. F., Masruro, U., Azizah, D. U., Syifaiyah, Y. 2025. Pendampingan teknologi digital dengan pengembangan sistem pembayaran QRIS sebagai solusi praktis bagi pelaku UMKM Kota Probolinggo. Jurnal Pengabdian Masyarakat Bhinneka, 4(2), 1101–1108. https://doi.org/10.58266/jpmb.v4i2.610

Siudek, T., Zawojska, A. 2024. A Theoretical Model of Customer Acceptance and Use of Electronic Banking as a Distribution Channel for Banking Products and Services. European Research Studies Journal, XXVII(Issue 4), 866–889. https://doi.org/10.35808/ersj/3553

Sondakh, C. 2014. Kualitas Layanan, Citra Merek dan Pengaruhnya terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan (Studi pada Nasabah Taplus BNI Cabang Manado). Jurnal Riset Bisnis Dan Manajemen, 3(1), 19–32. https://ejournal.unsrat.ac.id/v3/index.php/jrbm/article/view/7525

Sophia, E., Taufik Bahtera, N., Findayanti, N., Nila Firnanda, N. 2025. Analisis Pengaruh Kualitas Layanan terhadap Tingkat Kepuasan Pengguna Mobile Banking: Studi Kasus pada Jconnect Bank Jatim. Jurnal Manajemen Dan Organisasi, 16(3), 278–291. https://doi.org/10.29244/jmo.v16i3.62794

Sutarsih, T., Maharani, K. 2022. Statistik Telekomunikasi Indonesia 2022. BPS-Statistics Indonesia.

Wakhidah, R. R., Ashari, D. R. W., Adifan, M., 2025. Digital transformation in banking and its impact on customer experience: A literature review on satisfaction and loyalty. Journal of Economics and Banking, 2(1), 58–67. https://doi.org/10.28926/espas.v2i1.1824

Waruwu, M., Pu`at, S. N., Utami, P. R., Yanti, E., Rusydiana, M., 2025. Metode Penelitian Kuantitatif: Konsep, Jenis, Tahapan dan Kelebihan. Jurnal Ilmiah Profesi Pendidikan, 10(1), 917–932. https://doi.org/10.29303/jipp.v10i1.3057

Williamson, O. E., 2015. Thw Economic: The Transaction Cost Approach. The American Journal of Sociology, 87(3), 547–577. https://doi.org/10.1515/9781400873746-007

Yaqin, M. A., Khairi, M., Eka Pradani, R. F., 2025. Optimalisasi Digital Marketing dan E-Commerce Berbasis Notifikasi untuk Meningkatkan Penjualan UMKM Kampoenk Snack Probolinggo. GUYUB: Journal of Community Engagement, 6(4), 1153–1172. https://doi.org/10.33650/guyub.v6i4.12576

Zulianto, Aris, Mufidah, E., Nuraini., R. 2024. Pengaruh Kualitas Produk Tabungan Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Menabung Di Bmt Nu Ngasem Cabang Sroyo. Tawazun: Jurnal Ekonomi Syariah, 4(1), 51–56.




DOI: http://dx.doi.org/10.33087/jiubj.v26i2.6564

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

ADRESS JOURNAL

JURNAL ILMIAH UNIVERSITAS BATANGHARI JAMBI (JIUBJ)
Published by Lembaga Penelitian dan Pengabdian kepada Masyarakat
Adress: Jl.Slamet Ryadi, Broni-Jambi, Kec.Telanaipura, Kodepos: 36122, email: jiubj.unbari@gmail.com, Phone: 0741-670700

Creative Commons License This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.