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Analysis of Digital Banking Services' Effect on Banking Performance in Indonesia's Bank Groups Based on Core Capital 3 And 4, with Customer Satisfaction As An Intervening Variable

Hasanuddin Journal of Applied Business and Entrepreneurship · Vol. 6 No. 3 (2023) · pp. 15–23

ISSN
2598-0890, 2598-0882
Published
2023-08-01
Publisher
Master of Management, Faculty of Economics and Business, Hasanuddin University.
Language
en

Abstract

This study examines the impact of digital banking services on banking performance in Indonesia's Bank Groups (based on Core Capital 3 and 4), with customer satisfaction as an intervening variable. Thirteen commercial banks were selected as samples for the period of 2015-2021. Primary data was collected through questionnaires to assess customer satisfaction with digital banking services, while secondary data was obtained from Bank Indonesia and the Financial Services Authority annual reports. Path analysis was employed for data analysis. The findings indicate that digital banking services significantly and positively influence customer satisfaction in Indonesia's Bank Groups (based on Core Capital 3 and 4) from 2015 to 2021. Additionally, digital banking services have a positive and significant impact on banking performance during the same period. Moreover, customer satisfaction significantly affects banking performance in Indonesia's Bank Groups (based on Core Capital 3 and 4) from 2015 to 2021. Finally, digital banking services positively and significantly influence banking performance in Indonesia's Bank Groups (based on Core Capital 3 and 4) through customer satisfaction from 2015 to 2021.

Keywords

Collaboration network of the authors

23 authors · 37 co-authorship links

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Co-authorOrganisationJoint articles
Andi Ratna Sari DewiAffiliation unknown2
SITI HAMIDAHAffiliation unknown2
M SobarsyahAffiliation unknown1
Mutmainnah MuslimAffiliation unknown1
Andi Kabila T SoseAffiliation unknown1
Rakhman LabaAffiliation unknown1
Indriani MentarukAffiliation unknown1
Teguh PernandaAffiliation unknown1
HasdianaAffiliation unknown1
Ria MardianaAffiliation unknown1
Fauzi R. RahimAffiliation unknown1
Nawal Ulfah Indah sari NawalAffiliation unknown1
Erlina PakkiAffiliation unknown1
Riska Prayoga YogaAffiliation unknown1
Dian ParawansaAffiliation unknown1
Rezaldy Giffary P. Ilham EcaAffiliation unknown1
Muhammad SobarsyahAffiliation unknown1
Ibrahim Nurwardana IbrahimAffiliation unknown1
Hamka Yudha PratamaAffiliation unknown1
Andi Ratna Sari DewiAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unhas.ac.id/index.php/hjabe/oai, first harvested 2 Nov 2026, last seen 2 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en">Analysis of Digital Banking Services' Effect on Banking Performance in Indonesia's Bank Groups Based on Core Capital 3 And 4, with Customer Satisfaction As An Intervening Variable</dc:title>
	<dc:creator xml:lang="en">Amran, Fakhryadi</dc:creator>
	<dc:creator xml:lang="en">Pahlevi, Cepi </dc:creator>
	<dc:creator xml:lang="en">Aswan, Andi</dc:creator>
	<dc:subject xml:lang="en">Digital Banking</dc:subject>
	<dc:subject xml:lang="en">Customer Satisfaction Level</dc:subject>
	<dc:subject xml:lang="en">Profitability</dc:subject>
	<dc:subject xml:lang="en">ROA</dc:subject>
	<dc:subject xml:lang="en">ROE</dc:subject>
	<dc:description xml:lang="en">This study examines the impact of digital banking services on banking performance in Indonesia's Bank Groups (based on Core Capital 3 and 4), with customer satisfaction as an intervening variable. Thirteen commercial banks were selected as samples for the period of 2015-2021. Primary data was collected through questionnaires to assess customer satisfaction with digital banking services, while secondary data was obtained from Bank Indonesia and the Financial Services Authority annual reports. Path analysis was employed for data analysis. The findings indicate that digital banking services significantly and positively influence customer satisfaction in Indonesia's Bank Groups (based on Core Capital 3 and 4) from 2015 to 2021. Additionally, digital banking services have a positive and significant impact on banking performance during the same period. Moreover, customer satisfaction significantly affects banking performance in Indonesia's Bank Groups (based on Core Capital 3 and 4) from 2015 to 2021. Finally, digital banking services positively and significantly influence banking performance in Indonesia's Bank Groups (based on Core Capital 3 and 4) through customer satisfaction from 2015 to 2021.</dc:description>
	<dc:publisher xml:lang="en">Master of Management, Faculty of Economics and Business, Hasanuddin University.</dc:publisher>
	<dc:date>2023-08-01</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:identifier>https://journal.unhas.ac.id/index.php/hjabe/article/view/27766</dc:identifier>
	<dc:source xml:lang="en">Hasanuddin Journal of Applied Business and Entrepreneurship; Vol. 6 No. 3 (2023): Hasanuddin Journal of Applied Business and Entrepreneurship; 15-23</dc:source>
	<dc:source>2598-0890</dc:source>
	<dc:source>2598-0882</dc:source>
	<dc:language>en</dc:language>
	<dc:rights xml:lang="en">Copyright (c) 2023 Hasanuddin Journal of Applied Business and Entrepreneurship</dc:rights>
</oai_dc:dc>