ANALISIS PENGARUH LAYANAN DIGITAL BANKING TERHADAP KINERJA PERBANKAN PADA KLASIFIKASI KELOMPOK BANK BERDASARKAN MODAL INTI 3 DAN 4 DENGAN TINGKAT KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING = ANALYSIS OF THE EFFECT OF DIGITAL BANKING SERVICES ON BANKING PERFORMANCE IN CLASSIFICATION OF INDONESIA’S BANK GROUPS BASED ON CORE CAPITAL 3 AND 4 WITH CUSTOMER SATISFACTION LEVEL AS AN INTERVENING VARIABLE

ABSTRACT

FAKHRYADI AMRAN. Analysis of the Effect of Digital Banking Services on Banking Performance in Classification of Indonesia’s Bank Groups Based on Core Capital 3 and 4 with Customer Satisfaction Level as an Intervening Variable (Supervised by Cepi Pahlevi dan Andi Aswan)
This study aims to analyze the effect of digital banking services on banking performance in the classification of bank groups based on core capital 3 and 4 in 2015 to 2021 with the level of customer satisfaction as an intervening variable. This research was conducted on the Group of Banks Based on Core Capital 3 and 4 for the 2015-2021 period as many as 10 samples of commercial banks. The data used is quantitative data in the form of secondary data using the annual financial statements of banks in Indonesia on the classification of Bank Groups Based on Core Capital 3 and 4 obtained from publications by Bank Indonesia and the Financial Services Authority. The data analysis technique used in this research is path analysis.
The results show that Digital Banking services have a positive and significant impact on the level of satisfaction of banking customers in the Bank Group Based on Core Capital 3 and 4 from 2015 to 2021. Digital banking services have a positive and significant impact on banking performance (Bank Group Based on Core Capital 3 and 4 in 2015). 2015 to 2021). The level of customer satisfaction has a positive and significant impact on banking performance (Bank Indonesia Group Based on Core Capital 3 and 4) in 2015 to 2021. Digital Banking services have a positive and significant impact on banking performance (Bank Indonesia Group Based on Core Capital 3 and 4) through customer satisfaction level from 2015 to 2021.

Keywords: Digital Banking, Customer Satisfaction Level, Profitability, Return on Asset (ROA), Return on Equity (ROE)