DOES THE BANKING INFORMATION SYSTEM AFFECT CUSTOMER SATISFACTION AND LOYALTY?

This research examines customer satisfaction and loyalty in Islamic banking in the use of internet banking. The research was conducted based on the increase in e-banking users in Islamic banking in Indonesia. E-banking is one of the banking information system services needed today. The research method was carried out using the method of Structural Equation Modeling (SEM) through AMOS and SPSS software. Meanwhile, data collection is carried out through an online survey via a google form. The online survey found 154 respondents of which 27% were from Central Java Province and 47% from the Special Region of Yogyakarta with simple random analysis sample analysis. This study shows that internet banking adoption has a significant effect on customers in Islamic banking, while satisfaction is very large in mediating the relationship between internet banking use and customer loyalty in Islamic banking. Theoretically, this study implies that the banking information system, especially in internet banking, plays an important role in providing service and satisfaction and has a significant effect on customer loyalty. Keyword: Banking Information System, Islamic Banking, Internet Banking, Satisfaction, Loyality. Article History Received : 15 November 2020 Revised : 30 November 2020 Accepted : 30 November 2020 Available online : 02 December 2020 https://doi.org/10.14421/EkBis.2020.4.1.1244 Does The Banking Information System Affect Customer Satisfaction and Loyalty? 354 | P a g e INTRODUCTION Information systems do not recognize time and space boundaries. Whether we realize it or not, at this time almost everyone is in a circle that requires information systems. A good information system will have an impact on technological advances. The progress of information technology is currently very rapid and the use of the internet is extensive. This is evidenced by the ease of accessing the internet through the media of smartphones, computers, laptops etc. With these media everyone can produce, process, receive and send all forms of communication messages, anytime and anywhere. Technological advances require companies in almost all fields to play a role in information technology, for example business entrepreneurship (Malik et al., 2020), marketing (Vilaseca-Requena, Torrent-Sellens and Jiménez-Zarco, 2007; Qirici et al., 2014), including banking (Ul Haq & Awan, 2020). Therefore, the bank changed the manual transaction service that previously served to meet the customer directly or the customer came to the bank's branch offices to become a technology-based transaction service. This is done to make it easier for customers to make transactions. For example, services in e-banking such as ATM (Automatic Teller Machine) customers can make cash withdrawals / deposits, transfers, check mutations, and payments. Meanwhile, phone banking / mobile banking and internet banking, customers can access banking transactions such as account balance information, fund transfers, account mutations, purchase and realtime payments (Versteeg & Bouwman, 2006; Yi & Thomas, 2007). Together with other business entities, banks have also used information system technology for a long time. Almost all Indonesian banks currently provide services in online transactions. The more complex and developing facilities provided by banks to create service facilities, means that banking companies will also have more variety of technologies. This cannot be denied, in every segment of the banking sector, including Islamic banking, which implements technology with the aim of not only making it easier for internal operations in the company, but also in making services to customers easier. The banking industry has made optimal use of technological growth, by creating various distribution channels to attract technology-savvy customers, increase business prospects, and maintain customer loyalty (A. George & Kumar, 2014). Efforts to attract technology-savvy customers include internet banking. Internet banking is part of electronic banking, where customers can take advantage of various features of banking services such as making bill payments and investing (Pikkarainen et al., 2004). In addition to increasing the number of Islamic banking transactions, increasing use of e-banking services by Islamic bank customers can also increase customer satisfaction and loyalty. Website design and services are proven to be able to increase e-banking loyalty, especially at this time. The relationship between e-banking privacy and security and EkBis: Jurnal Ekonomi dan Bisnis, Vol. 4, No. 1. Pp. 353-364 355 | P a g e e-banking loyalty is perfectly tested to be mediated by e-banking satisfaction (Ul Haq & Awan, 2020). From the explanation, authors are interested in conducting research on Islamic banking information systems, especially in internet banking services. Therefore, this study is based on the objective of knowing the level of user satisfaction and loyalty of internet banking facilities in Islamic banking in Indonesia.


INTRODUCTION
Information systems do not recognize time and space boundaries. Whether we realize it or not, at this time almost everyone is in a circle that requires information systems. A good information system will have an impact on technological advances. The progress of information technology is currently very rapid and the use of the internet is extensive. This is evidenced by the ease of accessing the internet through the media of smartphones, computers, laptops etc. With these media everyone can produce, process, receive and send all forms of communication messages, anytime and anywhere.
Technological advances require companies in almost all fields to play a role in information technology, for example business entrepreneurship (Malik et al., 2020), marketing (Vilaseca-Requena, Torrent-Sellens and Jiménez-Zarco, 2007;Qirici et al., 2014), including banking (Ul Haq & Awan, 2020). Therefore, the bank changed the manual transaction service that previously served to meet the customer directly or the customer came to the bank's branch offices to become a technology-based transaction service. This is done to make it easier for customers to make transactions. For example, services in e-banking such as ATM (Automatic Teller Machine) customers can make cash withdrawals / deposits, transfers, check mutations, and payments. Meanwhile, phone banking / mobile banking and internet banking, customers can access banking transactions such as account balance information, fund transfers, account mutations, purchase and realtime payments (Versteeg & Bouwman, 2006;Yi & Thomas, 2007).
Together with other business entities, banks have also used information system technology for a long time. Almost all Indonesian banks currently provide services in online transactions. The more complex and developing facilities provided by banks to create service facilities, means that banking companies will also have more variety of technologies. This cannot be denied, in every segment of the banking sector, including Islamic banking, which implements technology with the aim of not only making it easier for internal operations in the company, but also in making services to customers easier.
The banking industry has made optimal use of technological growth, by creating various distribution channels to attract technology-savvy customers, increase business prospects, and maintain customer loyalty (A. George & Kumar, 2014). Efforts to attract technology-savvy customers include internet banking. Internet banking is part of electronic banking, where customers can take advantage of various features of banking services such as making bill payments and investing (Pikkarainen et al., 2004). In addition to increasing the number of Islamic banking transactions, increasing use of e-banking services by Islamic bank customers can also increase customer satisfaction and loyalty. Website design and services are proven to be able to increase e-banking loyalty, especially at this time. The relationship between e-banking privacy and security and e-banking loyalty is perfectly tested to be mediated by e-banking satisfaction (Ul Haq & Awan, 2020). From the explanation, authors are interested in conducting research on Islamic banking information systems, especially in internet banking services. Therefore, this study is based on the objective of knowing the level of user satisfaction and loyalty of internet banking facilities in Islamic banking in Indonesia.

Banking Information System
Banking information system is a financial data processing system and electronic banking services using computers, telecommunications and other electronic means. The use of information systems in banking functions to increase effectiveness and efficiency in the implementation of duties and services to the public. The application of the information system is carried out on the network used to support information technology systems or applications. Information systems are an important part of the information structure in various financial institutions. This is due to the information system as a comprehensive financial reporting and control system that is not limited to routine functions which include the maintenance of a financial institution. Thus, the operational mechanisms and systems in these financial institutions are operational In carrying out its activities, Islamic banking collaborates with the information technology sector to build a sharia banking information system by creating a special application that can simplify all transaction processes in Islamic banking. A good application must meet several important and interrelated requirements, namely product operation, product revision, product transition, (Zachman, 1999). This has become something very relative when it is said that an application of Islamic banking technology is good or better than other applications.

E-Banking dan Internet Banking
E-banking is part of the banking information system which can also be said to be a bank service and product directly to customers through interactive electronic communication facilities. E-banking is a system that allows bank customers, both corporate and individual customers, to access accounts, conduct business transactions, or obtain information on bank products and services via public or private networks, including the internet. Customers can access e-banking via electronic media such as computers / PCs, laptops, smartphones and ATMs. As for e-banking that has been implemented by Islamic banks, one of which is internet banking.
Internet banking has advantages for producers and consumers who like time and lower costs (DeYoung et al., 2007) and increase mass customization marketing, and transaction communications, to maintain loyalty and attract consumers (Mols, 2000). This is because internet banking offers facilities to customers that allow them to make transactions via the internet using computers / laptops and smartphones.
Furst et al state internet banking is the use of the internet as a long-distance delivery channel for banking services, including services, such as opening an account or transferring funds between different accounts, as well as banking services, such as payment / bill information, which allows customers to make bill payments on a website provided by the bank (Furst et al., 1998). Using service features that can be used on internet banking in the form of bank service / product information, account balance information, transfer transactions between accounts, bill payments (credit cards, PDAM, electricity, telephone and e-commerce), purchases (vouchers, pulses and tickets) , and bank transfers. Internet banking has the advantage of the convenience of transactions by displaying menus and complete information on computer / laptop and smartphone screens.

Satisfaction and Loyalty
The advancement of a competitive information system was welcomed by banking customers. However, the quality of internet banking services alone cannot build a good relationship between banks and customers. Service quality has a stronger relationship with results, when service cannot be separated from customer satisfaction and loyalty (Black et al., 2014). This situation has led many banks to increase their promotional activities and develop internet banking technology to improve customer relationships. Thus, customer satisfaction and customer loyalty are important factors in creating stronger relationships (Dahlstrom et al., 2014) Customer satisfaction is conceptualized based on the order, from time to time determined regularly. User satisfaction means the extent to which users think that emotional use is optimal (Rust & Oliver, 1994). Satisfaction depends on the variables that occur due to repeated transactions referred to as cumulative results or total satisfaction (Shankar et al., 2003). In the context of internet banking service quality, satisfaction is user satisfaction with transactions or experiences in previous transactions with certain banks (Anderson & Srinivasan, 2003).
Internet banking can enable customers to be more flexible without any difficulty because they can access banking products and services 24 hours / day. Internet banking, which can be accessed at any time, is expected to increase consumer (customer) loyalty. Loyalty to consumers, especially those concerned with keeping consumers online by helping to answer questions and problems with online banking. Many customers are satisfied with this. With a safer internet banking facility and a long-term relationship that will exist between the bank and the customer, loyalty will eventually be created (Al-alak, 2014).
Several previous studies have stated that there is a significant relationship between internet banking and customer satisfaction and loyalty (Amin, 2016). Meanwhile, according to Aghdaie et al customer loyalty and satisfaction increase when the quality of the information system is extraordinary in the banking industry (Aghdaie et al., 2015). Musiime and Ramadhan also found that there is a relationship that is directly proportional to customer loyalty and internet banking (Musiime & Ramadhan, 2011).

H1
: internet banking has a significant effect on satisfaction H2: internet banking has a significant effect on consumer loyalty H3: satisfaction has a significant effect on customer loyalty H4: Mediating satisfaction fulfills the relationship between internet banking and consumer loyalty.

METHODOLOGY
This research was conducted using the Structural Equation Modeling (SEM) method processed through AMOS and SPSS software. SEM contains methods based on multivariate statistics including path analysis, confirmatory analysis (CFA), constructs, structural models of latent variables and variants of multiple regression analysis (Hair et al., 2014;Jöreskog, 1969;Tanaka, 1993). This research was conducted by utilizing an online survey via google forms. The sample of this study was 154 respondents (see table 1), the majority of respondents came from Central Java Province and Yogyakarta Special Region. The samples were analyzed using simple random sampling method:

RESULT
The first test is a reliability and validity test; the reliability test analysis uses the Cronbach's alpha test (CA = > 0.70) and composite reliability (CR = > 0.50), while the validity analysis used the AVE value (AVE = > 0.50) (Nunnally and Bernstein, 1994;Jonker and Pennink, 2009;Hair et al., 2010). Result output shows (see table 2  Source: Data processed, 2020 Source: Data processed, 2020  Source: Data processed, 2020

Figure 1 Confirmatory Factors Analysis
The subsequent is a full model SEM analysis (see figure 2); results of data processing at the full SEM model stage are carried out by conducting a suitability test and a statistical test. Analysis of the results of the confirmatory factor analysis showed CMIN / DF = 1.678, GFI = 0.921, AGFI = 0.917, CFI = 0.953, TLI = 0.96, RMSEA = 0.06,. The parameters produced in the analysis can be evaluated to be within the recommended limits (Bentler, 1990;Hair et al., 2010;Hu & Bentler, 1999).
After all assumptions fulfilled, the hypothesis testing is analyzed using the critical ratio (C.R.) and probability (P) values of a causality relationship through the operation of structure equation modeling, using CR value parameters ˃1.96 and P ˂ 0.05 (Hair et al., 2010;Ferdinand, 2002 ;Anwar, Rehman and Shah, 2018). Based on the results of the analysis show (see table 5): internet banking has a positive effect on satisfaction (C.R. = 9.536, P = 0.001, H1 supported), internet banking has a no effect on consumer loyalty (C.R. = 0.706, P = 0.48, H2 not supported), and satisfaction has a positive effect on cunsumer loyalty (C.R. = 7.286, P = 0.001, H3 supported).
Variable internet banking on consumer loyalty (through satisfaction). The regression shows the direct effect on internet banking to consumer loyalty is insignificant (β = 0.066, and ƿ = > 0.05), while the value of the direct effect of internet banking to consumer loyalty shows significant (β = 0.533, and ƿ = > 0.01). This shows that satisfaction has fully mediates the relationship between internet banking and consumer loyalty (H4 supported).

CONCLUSION
Based on the results of the research that has been done, it can be concluded that internet banking adoption has a significant effect on customer satisfaction in Islamic banking, while satisfaction plays a very large role in mediating the relationship between customer internet banking use and customer loyalty in Islamic banking. However, empirically internet banking does not have a direct effect on consumer loyalty of Islamic banking in Indonesia. Theoretically, this study supports previous research which considers that the higher the level of convenience in information technology in terms of customer service, the higher the satisfaction of using e-service consumers will be. Internet banking is in a position to create a positive response to the creation of e-banking services for consumers, internet banking service providers must pay attention to innovative indicators to create awareness about participatory services in the business world, as well as the adoption of new Internet banking technologies. In addition, internet banking plays an important role in representing the various needs of client and corporate satisfaction, in the right preferences.