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All Journal Tractare: Jurnal Ekonomi-Manajemen
Nadia, Febriyanti Putri
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Impact Of Transaction Security, Ease Of Use, And Service Quality Of Mobile Banking On Customer Satisfaction At Bank NTB Syariah Nadia, Febriyanti Putri; Dethan , Stevany Hanalyna; Widiyanti, Baiq Dinna; Jati, Lalu Jatmiko; Assa’ady, M. Chothibul Umam
Tractare: Jurnal Ekonomi-Manajemen Vol 9 No 1 (2026): TRACTARE : Jurnal Ekonomi dan Manajemen
Publisher : Sekolah Tinggi Ilmu Ekonomi Bentara Persada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62820/trt.v9i1.194

Abstract

This study aims to identify and test the influence of transaction security, ease of use, and service quality of mobile banking (m-banking) on customer satisfaction at Bank NTB Syariah. The study employs a quantitative causal-associative approach with a sample of 170 active m-banking users selected using simple random sampling and purposive sampling techniques. Data were collected via a 1–5 Likert scale questionnaire and analyzed using multiple linear regression with SPSS. The results of the study indicate that: (1) transaction security does not have a significant effect on customer satisfaction; (2) ease of use has a significant negative effect; (3) service quality has a significant positive effect and is the most dominant factor; (4) all three variables simultaneously have a significant effect on customer satisfaction. These findings indicate that Bank NTB Syariah customers with high digital literacy consider security to be a basic factor that is already met, while excessive ease of use is perceived as reducing functionality. Efforts to improve customer satisfaction should focus on enhancing service quality, which includes efficiency, system availability, privacy, and security
Co-Authors Dethan , Stevany Hanalyna Jati, Lalu Jatmiko M. Chothibul Umam Assa’ady Widiyanti, Baiq Dinna