Exploring Customer Satisfaction in the Digital Transformation of Islamic Banking: A Qualitative Study of BYOND by BSI
- Bernadetta Tjandra Wulandari — Faculty of Law Atma Jaya Catholic University of Indonesia, Jakarta, Indonesia, Indonesia
- Muhammad Saleh — Institut Jam'iyah Mahmudiyah Langkat, Langkat, Indonesia, Indonesia
- Fauzan Muttaqien — Institut Teknologi dan Bisnis Widya Gama Lumajang, Lumajang, Indonesia, Indonesia
- Widyatmike Gede Mulawarman — Universitas Mulawarman, Samarinda, Indonesia, Indonesia
- Swadia Gandhi Mahardika — Universitas Mulawarman, Samarinda, Indonesia, Indonesia
- Akbar Sarif — University of Malaya, Kuala Lumpur, Malaysia, Malaysia
- Karimuddin Abdullah Lawang — Universitas Islam Al-Aziziyah Indonesia (UNISAI), Aceh, Indonesia, Indonesia
- Publication History
- Published online: December 1, 2026
- DOI
- https://doi.org/10.35877/454RI.daengku4864
- Copyright
- Copyright (c) 2026 Bernadetta Tjandra Wulandari, Muhammad Saleh, Fauzan Muttaqien, Widyatmike Gede Mulawarman, Swadia Gandhi Mahardika, Akbar Sarif, Karimuddin Abdullah Lawang
- User License
- https://creativecommons.org/licenses/by-nc-sa/4.0
Abstract
This study aims to analyze customer satisfaction with the features, usability, and technical performance of BYOND by BSI and BSI Mobile as digital banking services provided by Bank Syariah Indonesia. The research employed a qualitative descriptive approach using interview data collected from users of both applications. The data were analyzed through thematic analysis by identifying patterns related to usability, customer experience, technical challenges, and service satisfaction. The findings indicate that users generally appreciate the convenience, feature integration, and Islamic financial services offered by BYOND by BSI and BSI Mobile. Features such as QRIS payments, transfers, zakat services, and hajj savings positively contributed to customer satisfaction. However, technical problems, including login failures, delayed transactions, and application instability, negatively affected customer trust and user experience. The study concludes that customer satisfaction in Islamic digital banking is determined not only by feature completeness but also by system reliability, service responsiveness, security perception, and the consistency of application performance.
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Keywords
Citation
Wulandari, B. T., Saleh, M., Muttaqien, F., Mulawarman, W. G., Mahardika, S. G., Sarif, A., & Lawang, K. A. (2026). Exploring Customer Satisfaction in the Digital Transformation of Islamic Banking: A Qualitative Study of BYOND by BSI. Daengku: Journal of Humanities and Social Sciences Innovation, 6(6), 1231–1245. https://doi.org/10.35877/454RI.daengku4864
PublishedDecember 1, 2026
Volume6 - 2026
Pages1231-1245
Statements
Copyright (c) 2026 Bernadetta Tjandra Wulandari, Muhammad Saleh, Fauzan Muttaqien, Widyatmike Gede Mulawarman, Swadia Gandhi Mahardika, Akbar Sarif, Karimuddin Abdullah Lawang 
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
