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All Journal Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis
Endah Putria Dewi Yati
Universitas Trilogi
Economics, Econometrics & Finance

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Kualitas Pelayanan, Kemudahan, Keamanan Mobile Banking dan Pengaruhnya Terhadap Kepuasan Nasabah Bank Syariah Indonesia Endah Putria Dewi Yati; Husnul Khotimah
Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis Vol. 6 No. 3 (2026): November : Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jaemb.v6i3.13302

Abstract

This research seeks to examine how service quality, user-friendliness, and security affect customer satisfaction when using BSI Mobile in Jakarta. The study's context is the rising popularity of the BSI Mobile application, even as users continue to voice concerns about service quality, technical problems, and data protection. A quantitative approach was taken, conducting a survey with 100 active BSI Mobile users, and the data were analyzed using SmartPLS 4.0. The findings indicate that all three independent factors service quality, ease of use, and security positively influence customer satisfaction. These results are anticipated to provide strategic guidance for BSI to improve its digital banking services.
Co-Authors Husnul Khotimah