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All Journal Jejak digital: Jurnal Ilmiah Multidisiplin
Mulia, Hendryawan Cipta
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Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Pengaruh Perceived Ease of Use dan Perceived Security Terhadap Customer Loyalty Melalui Customer Trust pada Aplikasi Bank Digital Mulia, Hendryawan Cipta; Parlyna, Ryna; Hardini, Inkreswari Retno
Jejak digital: Jurnal Ilmiah Multidisiplin Vol. 2 No. 2 (2026): MARET 2026
Publisher : INDO PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/fr22dh84

Abstract

Customers use of banking services is changing as a result of the growth of digital banking in Indonesia. Customer loyalty is essential to the long-term viability of digital banking use due to the increasingly intense competition. The purpose of this study is to examine how customer loyalty is impacted by perceived security and perceived ease of use, using customer trust as a mediating factor among users of the XYZ Bank application. Data were collected through questionnaires distributed to 150 university students in East Jakarta who are active users of the XYZ Bank application. Structural Equation Modeling based on Partial Least Squares (SEM-PLS) was the data analysis method employed. The findings demonstrate that customer loyalty and customer trust are positively and significantly impacted by perceived security and perceived ease of use. Furthermore, it has been demonstrated that customer trust increases customer loyalty and can moderate the impact of perceived security and perceived ease of use on customer loyalty.
Co-Authors Hardini, Inkreswari Retno Ryna Parlyna, Ryna