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Customer Satisfaction Index for Super-App Usage in Islamic Banking: Evidence from Bank Syariah Indonesia (BSI) Customers in West Java
Abstract
Purpose – The Islamic banking industry in Indonesia continues to grow alongside increased adoption of digital services. One of BSI’s key digital initiatives is the BYOND application launched in 2024. Despite rising user numbers, previous studies highlight indications of customer dissatisfaction. This study aims to measure customer satisfaction with the BYOND service using the Customer Satisfaction Index (CSI) in the West Java region.
Methodology - This study uses a quantitative approach involving 100 BSI customers across cities and regencies in West Java. The CSI framework is applied to assess perceptions of ease of use, features, and security in the BYOND services.
Findings - The CSI score of 73.41% falls within the “Satisfied” category, showing that customers feel the service generally meets their expectations. Satisfaction is mainly driven by digital service quality, innovative features, and perceived security. However, issues such as system disruptions and slow customer service responses remain areas that require improvement to strengthen customer loyalty.
Implication - The findings suggest that BSI should enhance system stability and customer service performance to address the remaining sources of dissatisfaction. Improving these elements will help strengthen customer loyalty and support the broader development of integrated, user-oriented, and sharia-compliant digital banking services.
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DOI: https://doi.org/10.17509/rief.v8i2.92168
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