Tingkat Kepuasan Generasi Z Terhadap Kualitas Layanan Mobile Banking Perbankan Syariah yang Beroperasi di Provinsi Aceh

Abstract

The ratification of the qanun for islamic financial institutions in Aceh Province has influenced the condition of banking services. The regulation only allows Sharia banking system to operate in Aceh. It limits the alternative of banking services to be chosen by the customers. This condition has generated significant impact for generation Z, who deal with various digital financial transactions and services such as mobile banking. This study aims to obtain actual information about the quality of mobile banking services perceived by Generation Z after the implementation of regulations for Islamic financial institutions in Aceh. Data was collected from 168 respondents from various cities in Aceh. Data was analyzed by importance performance analysis method. The result shows that there is one indicator of service quality in the first quadrant, four indicators in the second quadrant, four indicators in the third quadrants and one indicator in the fourth quadrant. This research provides relevant recommendations to improve mobile banking services quality in the future. ABSTRACT Pengesahan qanun lembaga keuangan syariah di Provinsi Aceh telah berdampak terhadap kondisi layanan perbankan. Regulasi tersebut hanya mengizinkan perbankan syariah untuk beroperasi di Aceh. Kondisi tersebut menyebabkan pilihan masyarakat Aceh terhadap layanan perbankan menjadi terbatas. Pilihan terhadap layanan perbankan yang terbatas menjadi tantangan tersendiri bagi para Generasi Z. Mereka membutuhkan layanan mobile banking untuk berbagai kegiatan transaksi secara digital. Penelitian ini