THE ROLE OF PRODUCT INNOVATION AND TRUST IN USER SATISFACTION OF THE BAHTERA MOBILE APPLICATION AT KSPPS BMT BAHTERA
Abstrak
This study examines the influence of product innovation and digital trust on user satisfaction of the Bahtera Mobile application at KSPPS BMT Bahtera. The background of this study is based on the importance of digital transformation in Islamic microfinance institutions, especially to overcome the decline in public trust due to weak transparency and accountability in the manual cooperative system. The main problem is the low satisfaction of cooperative members with suboptimal digital services, which is influenced by perceptions of product innovation and the level of digital trust held by users. The novelty of this study lies in its focus on the implementation of digital technology in the context of Islamic cooperatives, which has not been studied scientifically, especially in seeing the relationship between digital innovation and trust with the level of user satisfaction. This study uses a quantitative approach with an explanatory method. A sample of 98 respondents was determined through a purposive sampling technique from 5,510 active users of the Bahtera Mobile application, with data analysis using multiple linear regression. The results showed that product innovation (β = 0.385; p = 0.002) and digital trust (β = 0.790; p = 0.000) has a positive and significant effect on user satisfaction. This study concludes that the higher the perception of digital innovation and trust, the higher the level of application user satisfaction. The implication is that cooperatives need to continue to improve innovative digital features and build member trust in digital systems in order to increase member loyalty and satisfaction in the era of digital financial transformation.Referensi
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Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51–90. https://doi.org/10.2307/30036519
Harianto, R. A., Rony, Z. T., Syarief, F., Wijayaningsih, R., & Sa
Febianti, I Wayan Suartina, N. wayan P. (2023). Pengaruh Kualitas Layanan dan Inovasi Produk Terhadap Kepuasan Anggota Pada Koperasi Danu Artha Tabanan Ni Made Ratna Febianti (1) I Wayan Suartina (2) Ni Wayan Wina Premayani (3) (1)(2)(3). Jurnal Manajemen, Kewirausahaan Dan Pariwisata, 3(5), 882–889.
Fitri, S. R. (2023). Analisis Pengaruh E-service Quality, Digital Marketing, Kepercayaan, Terhadap Minat Pembelian Ulang Dengan Kepuasan Pelanggan Sebagai Variabel Intervening. S2 Thesis, Universitas Mercu Buana Jakarta-Menteng.
Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51–90. https://doi.org/10.2307/30036519
Harianto, R. A., Rony, Z. T., Syarief, F., Wijayaningsih, R., & Sa
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