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All Journal El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Journal of Ekonomics, Finance, and Management Studies
Stefanie Renata Maharani
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Religion Agriculture, Biological Sciences & Forestry Civil Engineering, Building, Construction & Architecture Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Faktor-faktor yang Mempengaruhi Kepuasan Pengguna Mobile Banking: Studi Empiris pada Nasabah BCA di Sumatera Barat Stefanie Renata Maharani; Asniati Bahari
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 6 No. 6 (2025): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v6i6.8543

Abstract

The purpose of this study is to present empirical data regarding the impact of system quality, information quality, service quality, and system security on user satisfaction among West Sumatera BCA mobile banking customers. Data for this study were obtained through an online survey completed by 235 participants. The analysis indicates that both system quality and information quality significantly and positively influence user satisfaction. Conversely, service quality and system security do not demonstrate a notable effect. These insights are valuable for service providers, emphasizing the importance of enhancing system functionality, ensuring the accuracy of information, improving service delivery, and strengthening system security to better align with user expectations. Additionally, mobile banking users are encouraged to take these four elements into account when choosing a digital banking platform to ensure a more efficient and satisfying experience.
Faktor-faktor yang Mempengaruhi Kepuasan Pengguna Mobile Banking: Studi Empiris pada Nasabah BCA di Sumatera Barat Stefanie Renata Maharani; Asniati Bahari
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 6 No. 6 (2025): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v6i6.8543

Abstract

The purpose of this study is to present empirical data regarding the impact of system quality, information quality, service quality, and system security on user satisfaction among West Sumatera BCA mobile banking customers. Data for this study were obtained through an online survey completed by 235 participants. The analysis indicates that both system quality and information quality significantly and positively influence user satisfaction. Conversely, service quality and system security do not demonstrate a notable effect. These insights are valuable for service providers, emphasizing the importance of enhancing system functionality, ensuring the accuracy of information, improving service delivery, and strengthening system security to better align with user expectations. Additionally, mobile banking users are encouraged to take these four elements into account when choosing a digital banking platform to ensure a more efficient and satisfying experience.
Co-Authors Asniati Bahari