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All Journal Jurnal Aplikasi Bisnis Kesatuan
Adam Eka Firdaus
Institut Bisnis dan Informatika Kesatuan
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Pengaruh Kemudahan Sistem, Keamanan Sistem, Dan Tampilan Aplikasi Mobile Banking Terhadap Kepuasan Nasabah Dengan Kualitas Layanan Sebagai Variabel Intervening Adam Eka Firdaus; Ratih Puspitasari
Jurnal Aplikasi Bisnis Kesatuan Vol. 6 No. 2 (2026): JABKES Edisi Agustus 2026
Publisher : Program Vokasi dan LPPM IBI Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jabkes.v6i2.5323

Abstract

In the era of banking digitalization, mobile banking services have become the spearhead in maintaining customer loyalty. This study aims to analyze the influence of system ease of use, system security, and application interface on customer satisfaction, while examining the role of service quality as an intervening variable among BCA Mobile users in Bogor City. This study employs a quantitative approach with a sample of 110 respondents selected through a purposive sampling technique. Data analysis was conducted using Structural Equation Modeling (SEM-PLS) via SmartPLS 4. The research results indicate that system ease of use and system security have a positive and significant direct influence on customer satisfaction. However, application interface does not have a significant influence on customer satisfaction. Furthermore, service quality is not proven to function as an intervening variable in this model. An R-Square value of 0.779 indicates that the independent variables explain 77.9% of the variation in customer satisfaction. These findings emphasize that customer satisfaction is more dominantly influenced by functional aspects and technical security rather than aesthetic elements or service quality intermediaries
Co-Authors Ratih Puspitasari