Kualitas Pelayanan, Kemudahan, Keamanan Mobile Banking dan Pengaruhnya Terhadap Kepuasan Nasabah Bank Syariah Indonesia

Endah Putria Dewi Yati (Universitas Trilogi)
Husnul Khotimah (Universitas Trilogi)

Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis
Vol. 6 No. 3 (2026): November : Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis

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.