The Influence of Self-Service Technology on Student Satisfaction: Evidence from Bank Syariah Indonesia Digital Services
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Abstract
This study examines the influence of Self-Service Technology (SST), comprising Automated Teller Machine (ATM), Mobile Banking, and Internet Banking, on the satisfaction of students who use digital services offered by Bank Syariah Indonesia (BSI). Grounded in the Theory of Planned Behavior and the Expectation-Disconfirmation Model, the research employed a quantitative associative approach with a sample of students from the Islamic Economics Study Programme, Faculty of Economics and Business, Universitas Mulawarman (cohorts 2021-2023), selected via purposive and proportional random sampling. Data were collected through a Likert-scale questionnaire and analysed using multiple linear regression. The results demonstrate that the three SST dimensions collectively explain a substantial proportion of the variance in student satisfaction, with the model achieving a strong overall fit. ATM and Internet Banking service quality each exert a significant positive effect on student satisfaction, whereas Mobile Banking does not produce a statistically significant effect. Internet Banking emerges as the dominant predictor among the three SST channels, underscoring the critical importance of security, accessibility, and interface usability in shaping user satisfaction within Islamic banking digital ecosystems. These findings contribute novel empirical evidence to the growing literature on digital banking service quality in the context of Islamic financial institutions in developing economies, and carry significant implications for service design and customer experience management at BSI.
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