Evaluasi Kepuasan Nasabah terhadap Penggunaan AI Di Perbankan Syariah: Pengembangan Model ECM
DOI:
https://doi.org/10.14421/jies.2026.7.1.38-52Keywords:
ECM Model, Penerimaan AI, Kepuasan NasabahAbstract
Penelitian ini bertujuan untuk menjelaskan kepuasan dan penerimaan nasabah perbankan syariah di Indonesia terhadap layanan berbasis AI menggunakan pendekatan expectation-confirmation model (ECM) yang diintegrasikan dengan anteseden AI. Penelitian ini mengambil sampel 250 nasabah bank syariah di Indonesia pengguna layanan digital perbankan yang berteknologi AI. Penelitian ini dianalisis menggunakan metode SEM dengan bantuan aplikasi SmartPLS 4. Hasil penelitian ini mengindikasikan bahwa secara kepuasan nasabah perbankan syariah di Indonesia pada layanan berbasis AI ditentukan bersama-sama oleh expectation confirmation, perceived performance, trendiness, visual attractiveness, problem solving, customization, communication quality, namun hanya faktor trendiness dan problem solving yang ditemukan memiliki pengaruh signifikan. Penelitian ini juga mengungkapkan bahwa kepuasan dan reputasi perusahaan berpengaruh positif dan signifikan pada penerimaan nasabah terhadap layanan berbasis AI perbankan syariah di Indonesia.
References
Alnaser, F. M., Rahi, S., Alghizzawi, M., and Ngah, A. H. (2023). Does artificial intelligence (AI) boost digital banking user satisfaction? Integration of expectation confirmation model and antecedents of artificial intelligence enabled digital banking. Heliyon, 9(8).
Alagarsamy, S., and Mehrolia, S. (2023). Exploring chatbot trust: Antecedents and behavioural outcomes. Heliyon, 9(5), 16074.
Al-Araj, R., Haddad, H., Shehadeh, M., Hasan, E., and Nawaiseh, M. Y. (2022). The Effect of Artificial Intelligence on Service Quality and Customer Satisfaction in Jordanian Banking Sector. WSEAS Transactions on Bussiness and Economics, 19, 1929–1947.
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351.
Boustani, N. M. (2022). Artificial intelligence impact on banks clients and employees in an Asian developing country. Journal of Asia Business Studies, 16(2), 267–278.
Brill, T. M., Munoz, L., and Miller, R. J. (2019). Siri, Alexa, and other digital assistants: A study of customer satisfaction with artificial intelligence applications. Journal of Marketing Management, 35(15–16), 1401–1436.
Elmahjub, E. (2023). Artificial Intelligence (AI) in Islamic Ethics: Towards Pluralist Ethical Benchmarking for AI. Philosophy and Technology, 36(4),73.
Eren, B. A. (2021, Januari 12). Determinants of customer satisfaction in chatbot use: Evidence from a banking application in Turkey | Emerald Insight.
Fares, O. H., Butt, I., and Lee, S. H. M. (2023). Utilization of artificial intelligence in the banking sector: A systematic literature review. Journal of Financial Services Marketing, 28(4), 835–852.
Hair Jr., J. F., M. Hult, G. T., Ringle, C., Sarstedt, M., Danks, N. P., and Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R.
Hossain, M. A., and Quaddus, M. (2012). Expectation–Confirmation Theory in Information System Research: A Review and Analysis.
Dwivedi, Y. K., M. R. Wade, and S. L. Schneberger (Ed.), Information Systems Theory: Explaining and Predicting Our Digital Society, Vol. 1 (hlm. 441–469). Springer.
IBM. (2024, Januari 10). Data Suggests Growth in Enterprise Adoption of AI is Due to Widespread Deployment by Early Adopters. IBM Newsroom.
Lee, J.-C., Tang, Y., and Jiang, S. (2023). Understanding continuance intention of artificial intelligence (AI)-enabled mobile banking applications: An extension of AI characteristics to an expectation confirmation model. Humanities and Social Sciences Communications, 10(1), 1–12.
Mahfuzh, M. A., Setyono, J., and Riza, A. F. (2025). Examining the Model for Enhancing E-Loyalty in Digital Banks. Signifikan: Jurnal Ilmu Ekonomi, 14(1), 247-264.
McKinsey. (2024, Mei). The state of AI in early 2024: Gen AI adoption spikes and starts to generate value | McKinsey.
Mehrotra, A. (2019). Artificial Intelligence in Financial Services – Need to Blend Automation with Human Touch. 2019 International Conference on Automation, Computational and Technology Management (ICACTM), 342–347.
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal f Marketing Research, 17(4).
Omoge, A. P., Gala, P., and Horky, A. (2022). Disruptive technology and AI in the banking industry of an emerging market. International Journal of Bank Marketing, 40(6), 1217–1247.
Riza, A. F, Wijayanti D. M. (2024), "Strengthening a sustainable Islamic financial industry through digital banking". Journal of Islamic Marketing, 15 (11), 2732–2758.
Riza, A. F., Khoiruddin, A.Y., and Ibrahim, M. H. (2023). Factors Influencing Choice of Islamic Digital Banking: Opportunity or Challenge for the Islamic Finance Industry? Journal of Islamic Economy and Community Engagement. 3 (1), 53-68.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Alex Fahrur Riza, Zulfikri Rosyid
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
1.Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
This work is licensed under a 