ANALISIS KUALITAS LAYANAN E-BANKING DAN KEPUASAN NASABAH (STUDI PADA NASABAH BANK BRI SYARIAH DAN BANK BRI DI KOTA MALANG)

This study aims to reveal the comparison of the quality of e-banking services and customer satisfaction between Islamic banks and conventional banks. This study uses a comparative quantitative approach. Primary data is obtained through data collection in the form of a questionnaire. The respondents in this study are individuals who have become customers of Bank BRI Syariah Malang City for 1 year or more and use BRI Syariah e-banking services or individuals who have become customers of Bank BRI in Malang City for 1 year or more and use e-banking services BRI. The sample selection in this study used purposive sampling technique and analyzed using SPSS 23 software with an Independent Sample T-test. The results obtained from this study show that there are three findings: 1) There is no difference in service quality and significant customer satisfaction between Islamic banks and conventional banks. 2) That the Islamic Bank is superior in providing quality services in the form of accuracy of service promises so that customers feel fulfilled. 3) That conventional banks are superior in providing quality services in the form of service reliability so that customers are willing to repeat the use of the product and are willing to give free promotions