Analysis of the Impact of Accountability, Transparency, and Service Quality on Customer Trust Level (A Survey on Bank Syariah Indonesia in Palembang City)
DOI:
https://doi.org/10.30996/die.v16i02.132607Keywords:
Accountability, Transparency, Service Quality, Customer Trust, Bank Syariah IndonesiaAbstract
The purpose of this study is to examine how customer trust in Bank Syariah Indonesia (BSI) Palembang City is influenced by accountability, transparency, and service quality. The rapid expansion of Islamic banking in Indonesia, particularly after the merger of three Islamic banks into Bank Syariah Indonesia, and the importance of accountability, transparency, and service quality in fostering customer trust serve as the foundation of this research.
To collect data, this study employed a quantitative approach using a survey method, in which questionnaires were distributed to 100 customers of BSI Palembang City. The data were analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that, both partially and simultaneously, accountability, transparency, and service quality have a positive and significant impact on the level of customer trust.
The findings suggest that customer trust in BSI increases along with higher levels of accountability and transparency in financial management, as well as the quality of services provided. To maintain and further enhance customer trust, BSI’s management may consider these findings in developing strategies to improve service quality and transparency.
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