PENGARUH KEAMANAN, KEMUDAHAN TRANSAKSI DAN FITUR APLIKASI TERHADAP KEPUASAN NASABAH DALAM PENGGUNAAN BSI MOBILE BANKING

Abstract

Mobile banking services are very helpful for busy customers. These services make it easy for customers to access various financial and non-financial transaction application features such as purchasing credit, transferring money, paying bills, changing PIN codes, and checking account balances and other transactions. In addition to convenience, there are difficulties and risks associated with using mobile banking, especially regarding customer data security, which affects customer satisfaction. This study aims to analyze the effect of mobile banking security, transaction convenience, and application features on customer satisfaction in using Bank Syariah Indonesia (BSI) Mobile Banking among accounting students at Sultan Syarif Kasim Riau State Islamic University. The sample consisted of 100 respondents. The sample was determined using a purposive technique. Data was collected by distributing questionnaires. Data quality was tested using classical assumption tests. Multiple linear regression was used to analyze the hypotheses. The results of the study indicate that security and financial application features partially affect customer satisfaction in using BSI mobile banking. Further findings explain that ease of transaction does not affect customer satisfaction.