The Effect of System Quality and Innovative Features of the BYOND by BSI Application on Customer Satisfaction at Bank Syariah Indonesia in Surabaya

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Published: Jun 17, 2026
DOI: https://doi.org/10.62421/jibema.v3i4.375
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System Quality Innovative Satisfaction Customer Satisfaction Digital Banking BYOND
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Rismaya Arimatu Duqa
Sekolah Tinggi Ilmu Ekonomi YAPAN
Siti Masruroh
Sekolah Tinggi Ilmu Ekonomi YAPAN

Abstract

The rapid development of information and communication technology has significantly transformed various sectors, including business and financial services. These changes have encouraged the banking industry to continuously innovate and adapt its marketing strategies to remain competitive. One such strategy is the enhancement of digital services. Bank Syariah Indonesia introduced the BYOND by BSI application in 2024 as a replacement for BSI Mobile. This SuperApp is designed to improve service efficiency, customer convenience, and transaction support. This study aims to examine the effect of system quality and innovative features of the BYOND by BSI application on customer satisfaction in Surabaya. The research employs a causal associative quantitative method. A sample of 100 respondents was determined using the Lemeshow formula due to the unknown population size. Data were collected through questionnaires distributed via social media platforms and analyzed using descriptive statistics and SPSS. The results indicate that system quality and innovative features have a positive and significant effect on customer satisfaction, with innovative features having a more dominant influence.  

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How to Cite
Duqa, R. A. ., & Masruroh, S. . (2026). The Effect of System Quality and Innovative Features of the BYOND by BSI Application on Customer Satisfaction at Bank Syariah Indonesia in Surabaya. JIBEMA: Jurnal Ilmu Bisnis, Ekonomi, Manajemen, Dan Akuntansi, 3(4), 1248–1259. https://doi.org/10.62421/jibema.v3i4.375
Issue
Vol. 3 No. 4 (2026): April
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Articles
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

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