Post-Migration Customer Satisfaction with BYOND by BSI Mobile Banking

Abstract

This study analyzes customer satisfaction with the BYOND mobile banking application after the migration from BSI Mobile at Bank Syariah Indonesia (BSI) KC Binjai. A quantitative approach was applied using a structured questionnaire distributed to 70 customers who had migrated to BYOND in November 2024. The instrument was tested using validity and reliability tests. Data were analyzed using a t-test, simple linear regression, product-moment correlation, and coefficient of determination (R²) in SPSS. The results indicate that customer satisfaction is in the high category, with the dominant indicator being the fulfillment of customer expectations. Regression analysis shows that service quality significantly affects customer satisfaction (t = 20.160; p < 0.001), with an R² value of 0.857, meaning that 85.7% of the variance in customer satisfaction is explained by BYOND mobile banking service quality. These findings confirm that improving mobile banking service performance after migration is critical for sustaining customer satisfaction.