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Apriandika, Putra
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Economics, Econometrics & Finance Social Sciences

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The Influence of Service Quality, Ease of Use, and Trust on User Satisfaction of BNI Mobile Banking Apriandika, Putra; Shiratina, Aldina
Jurnal Manajemen Sinergi Vol 12, No 2 (2024): JURNAL MANAJEMEN SINERGI (EDISI OKTOBER)
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Khairun

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33387/jms.v12i2.8846

Abstract

ABSTRACTObjective: This study aims to analyze the effects of service quality, ease of use, and trust on user satisfaction with mobile banking in Indonesia, specifically at Bank BNI.Methodology: This research employs a quantitative approach with the population consisting of users of BNI's mobile banking. A total of 160 respondents aged 18 to 55 years were selected as samples using the Hair formula and purposive sampling technique. Data was collected through a survey using a questionnaire distributed via Google Form. Data analysis was conducted using Structural Equation Modeling (SEM) with SmartPLS softwareFindings: The analysis results indicate that service quality has a positive and significant effect on user satisfaction, with an original sample value of 0.220 and a T-statistic of 2.166. Ease of use also shows a positive and significant effect with an original sample of 0.439 and a T-statistic of 5.268. Additionally, trust positively and significantly affects user satisfaction with an original sample of 0.214.Conclusion: These findings indicate that factors such as service quality, ease of use, and trust have a significant influence on user satisfaction with mobile banking at Bank BNI. This research provides important insights for the bank in efforts to enhance mobile banking services and user satisfaction.
The Influence of Service Quality, Ease of Use, and Trust on User Satisfaction of BNI Mobile Banking Apriandika, Putra; Shiratina, Aldina
Jurnal Manajemen Sinergi Vol 12, No 2 (2024): JURNAL MANAJEMEN SINERGI (EDISI OKTOBER)
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Khairun

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33387/jms.v12i2.8846

Abstract

ABSTRACTObjective: This study aims to analyze the effects of service quality, ease of use, and trust on user satisfaction with mobile banking in Indonesia, specifically at Bank BNI.Methodology: This research employs a quantitative approach with the population consisting of users of BNI's mobile banking. A total of 160 respondents aged 18 to 55 years were selected as samples using the Hair formula and purposive sampling technique. Data was collected through a survey using a questionnaire distributed via Google Form. Data analysis was conducted using Structural Equation Modeling (SEM) with SmartPLS softwareFindings: The analysis results indicate that service quality has a positive and significant effect on user satisfaction, with an original sample value of 0.220 and a T-statistic of 2.166. Ease of use also shows a positive and significant effect with an original sample of 0.439 and a T-statistic of 5.268. Additionally, trust positively and significantly affects user satisfaction with an original sample of 0.214.Conclusion: These findings indicate that factors such as service quality, ease of use, and trust have a significant influence on user satisfaction with mobile banking at Bank BNI. This research provides important insights for the bank in efforts to enhance mobile banking services and user satisfaction.
Co-Authors Aldina Shiratina