| dc.description.abstract | This study aims to analyzes how IBSQ variables influence
customer satisfaction and trust in state-owned banks in Jember Regency.
The sample in this study amounted to 150 with a purposive sampling
approach with data collection through questionnaires. The analysis in this
study used a structural equation model (SEM-PLS). Research conducted
proves that the IBSQ variables, namely personal needs, site organization,
user-friendliness, efficiency, responsiveness, reliability, customer
satisfaction, and customer satisfaction, affect trust. The six IBSQ variables
have their variations and effects on customer satisfaction. In this study, the
most significant coefficient that affects satisfaction is reliability. Reliability
as the variable with the largest coefficient can be interpreted as system
reliability and security, which are the top priority and guarantees in IBSQ.
This study's findings indicate that it is essential for banks to improve
service quality sustainably to generate competitive and consistent
advantages over time. This study's overall results suggest that IBSQ as part
of the banking business plays an essential role in forming customer
satisfaction. Satisfaction is critical and requires consistent effort and
strategy in achieving it | en_US |
