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All Journal Jurnal Riset Bisnis dan Manajemen Jurnal Ekonomi, Manajemen, Bisnis dan Akuntansi Review
Andyan Utama
Universitas Mercu Buana
Economics, Econometrics & Finance Other

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The Effect of Service Quality, User-Friendliness, and Trust on Customers' Interest In Using BNI Mobile Banking Nail Hani; Andyan Utama
Jurnal Ekonomi, Manajemen, Bisnis dan Akuntansi Review Vol. 5 No. 2 (2025): December
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/emba.v5i2.2987

Abstract

The rapid development of digital technology has significantly influenced the banking industry, particularly in the adoption of mobile banking services. This study aims to analyze the effect of service quality, ease of use, and trust on customer interest in using BNI mobile banking. A quantitative approach was applied with a descriptive research design, involving 100 respondents who are customers of BNI Meruya Branch. Data were collected through questionnaires and analyzed using multiple linear regression with SPSS 25. The findings show that ease of use and trust have a positive and significant effect on customer interest in using BNI mobile banking, while service quality, although positive, does not significantly influence customer interest. These results indicate that the practicality of the application and the assurance of security are more decisive factors in influencing customer decisions compared to general service quality. This research contributes to the literature on digital banking adoption and provides practical implications for banking institutions to strengthen customer trust and simplify mobile banking features. Future studies are recommended to expand the research scope with larger samples and integrate additional variables such as perceived risk, bank reputation, and innovation to obtain more comprehensive insights.
CUSTOMER CITIZENSHIP BEHAVIOR ON BUSINESS PERFORMANCE: ARTIFICIAL INTELLIGENCE AS MODERATION IN SMES Andyan Utama; Aldina Shiratina; Eri Marlapa; Anees Ali
Jurnal Riset Bisnis dan Manajemen Vol. 18 No. 1 (2025): February Edition
Publisher : Faculty of Economic and Business, University of Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23969/jrbm.v18i1.17383

Abstract

The purpose of this study is to analyze the influence of Customer Experience (CE) and Brand Commitment (BC) on Business Performance (BP) and to examine the mediating role of Customer Citizenship Behavior (CCB). The study also aims to evaluate the moderating role of Artificial Intelligence (AI) in the relationship between CE and BC with BP. This research employs a quantitative approach with a survey design. The sample consists of 150 MSMEs in Tasikmalaya City, analyzed using SEM-SmartPLS4. The findings reveal that CE and BC have a positive and significant effect on CCB and BP. Additionally, CCB has a positive and significant impact on BP and mediates the influence of CE and BC on BP. However, AI does not moderate the relationships between CE and BP or BC and BP.
Co-Authors Aldina Shiratina Anees Ali Eri Marlapa Nail Hani