Model Kepercayaan yang Berdampak pada Kepuasan Layanan Mobile Banking di DKI Jakarta [Trust Models That Impact Mobile Banking Service Satisfaction in DKI Jakarta]

Authors

  • Mirza Zulkifli Universitas Mercubuana
  • Asep Dadan Suhendar Politeknik Lp3I Tasikmalaya

DOI:

https://doi.org/10.19166/imj.v5i1.9695

Keywords:

Kualitas Layanan, Keamanan dan Privasi, Kepercayaan dan Kepuasan Pengguna, [Service Quality, Security and Privacy, User Trust and Satisfaction

Abstract

The advancement of information technology has brought changes in the use of banking services to be more convenient, easy, and efficient. One of the banking innovation products is Mobile Banking services, which is expected to obtain customer satisfaction, increase the number of transactions, and increase the nominal transactions. There are several problems in the use of Mobile Banking services including cases of fraud, data theft and failure in banking transactions. So that customer trust in Mobile Banking services decreases and customer satisfaction decreases. Perceptions of quality, security, privacy, and risk that have an impact on customer trust and satisfaction will be tested and studied in this study. Questionnaires of 209 Mobile Banking service users in DKI Jakarta were distributed in this study and then analyzed using SEM based on variance (PLS) with the explanatory survey method. The results of the study concluded that the variables of service quality, trust and security and privacy have a significant influence on Mobile Banking user satisfaction. However, the risk variable does not have a significant influence on Mobile Banking user satisfaction.

 

Abstrak Bahasa Indonesia: Adanya kemajuan teknologi informasi telah membawa perubahan dalam penggunaan layanan perbankan menjadi lebih nyaman, mudah, dan efisien. Salah satu produk inovasi perbankan yaitu layanan Mobile Banking, yang mana diharapkan memperoleh kepuasan nasabah, peningkatan jumlah transaksi, dan peningkatan nominal transaksi. Ada beberapa masalah dalam penggunaan layanan Mobile Banking diantaranya kasus penipuan, pencurian data dan kegagalan dalam transaksi perbankan. Sehingga, menurunnya kepercayaan nasabah terhadap layanan perbankan seluler serta menurunnya kepuasan nasabah. Persepsi kualitas, keamanan, privasi, dan risiko yang berdampak pada kepercayaan dan kepuasan nasabah akan diuji dan dikaji dalam penelitian ini. Kuesioner sebanyak 209 pengguna layanan Mobile Banking di DKI Jakarta disebarkan dalam penelitian ini dan kemudian dianalisis menggunakan SEM berbasis varian (PLS) dengan metode explanatory survey. Hasil penelitian menyimpulkan bahwa variabel kualitas layanan, kepercayaan serta keamanan dan privasi memiliki pengaruh secara signifikan terhadap kepuasan pengguna Mobile Banking. Namun variabel risiko tidak memiliki pengaruh secara signifikan terhadap kepuasan pengguna Mobile Banking.

References

Abdennebi, H. B. (2023). M-banking adoption from the developing countries perspective: A mediated model. Digital Business, 3(2), 1–16. https://doi.org/10.1016/j.digbus.2023.100065

Ajina, A. S., Joudeh, J. M. M., Ali, N. N., Zamil, A. M., & Hashem, T. N. (2023). The effect of mobile-wallet service dimensions on customer satisfaction and loyalty: An empirical study. Cogent Business and Management, 10(2), 1–18. https://doi.org/10.1080/23311975.2023.2229544

Amin, A., Muzareba, A. M., Chowdhury, I. U., & Khondkar, M. (2023). Understanding e-satisfaction, continuance intention, and e-loyalty toward mobile payment application during COVID-19: An investigation using the electronic technology continuance model. Journal of Financial Services Marketing, 29, 318–340. https://doi.org/10.1057/s41264-022-00197-2

Arcand, M., PromTep, S., Brun, I., & Rajaobelina, L. (2017). Mobile banking service quality and customer relationships. International Journal of Bank Marketing, 35(7), 1066–1087. https://doi.org/10.1108/IJBM-10-2015-0150

Berliana, C., & Sanaji, S. (2022). Pengaruh e-service quality, e-trust, dan commitment terhadap e-loyalty dengan e-satisfaction sebagai variabel mediasi. Management Studies and Entrepreneurship Journal, 3(4), 2397–2413. https://doi.org/10.37385/msej.v3i4.902

Bhatt, V., & Nagar, D. (2021). An empirical study to evaluate factors affecting customer satisfaction on the adoption of mobile banking track: Financial management. Turkish Journal of Computer and Mathematics Education, 12(10), 5354–5373. https://doi.org/10.17762/turcomat.v12i10.5338

George, A., & Sunny, P. (2021). Developing a research model for mobile wallet adoption and usage. IIM Kozhikode Society and Management Review, 10(1), 82–98. https://doi.org/10.1177/2277975220965354

Ghane, S., Fathian, M., & Gholamian, M. R. (2011). Full relationship among e-satisfaction, e-trust, e-service quality, and e-loyalty: The case of Iran e-banking. Journal of Theoretical and Applied Information Technology, 33(1), 1–6.

Hossain, A. (2019). Security perception in the adoption of mobile payment and the moderating effect of gender. PSU Research Review, 3(3), 179–190. https://doi.org/10.1108/prr-03-2019-0006

Hossain, M. M., Akter, S., & Adnan, H. M. (2022). Does the trust issue impact the intention to use e-wallet technology among students? Journal of Entrepreneurship and Business, 10(1), 57–71. https://doi.org/10.17687/jeb.v10i1.860

Khasawneh, M. H. A., Hujran, O., & Abdrabbo, T. (2018). A quantitative examination of the factors that influence users’ perceptions of trust towards using mobile banking services. International Journal of Internet Marketing and Advertising, 12(2), 181–207. https://doi.org/10.1504/IJIMA.2018.090957

Liao, C., Palvia, P., & Chen, J. L. (2009). Information technology adoption behavior life cycle: Toward a technology continuance theory (TCT). International Journal of Information Management, 29(4), 309–320. http://dx.doi.org/10.1016/j.ijinfomgt.2009.03.004

Marliyah, M., Ridwan, M., & Sari, A. K. (2021). The effect of e-service quality on satisfaction and its impact on customer loyalty of mobile banking users (case study of Bank Syariah Mandiri KCP Belawan). Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 2717–2729. https://doi.org/10.33258/birci.v4i2.1980

Masrek, M. N., Halim, M. S. A., Khan, A., & Ramli, I. (2018). The impact of perceived credibility and perceived quality on trust and satisfaction in mobile banking context. Asian Economic and Financial Review, 8(7), 1013–1025. https://doi.org/10.18488/journal.aefr.2018.87.1013.1025

Nelloh, L. A. M., Santoso, A. S., & Slamet, M. W. (2019). Will users keep using mobile payment? It depends on trust and cognitive perspectives. Procedia Computer Science, 161, 1156–1164. https://doi.org/10.1016/j.procs.2019.11.228

Oliveira, T., Thomas, M., Baptista, G., & Campos, F. (2016). Mobile payment: Understanding the determinants of customer adoption and intention to recommend the technology. Computers in Human Behavior, 61, 404–414. https://doi.org/10.1016/j.chb.2016.03.030

Prasad, A., & Ramanathan, A. (2021). A study on user perceived trust in mobile wallet. International Journal of Manegement, 12(3), 125–133. https://doi.org/10.34218/IJM.12.3.2021.011

Prasetya, M. E., & Shuhidan, S. M. (2023). Security, risk and trust in e-wallet payment systems: Empirical evidence from Indonesia. Management and Accounting Review, 22(1), 349–374. https://doi.org/10.24191/mar.v22i01-14

Rahadi, D. R. (2023). Pengantar partial least squares structural equation model (PLS-SEM). CV. Lentera Ilmu Madani.

Rahi, S., Ghani, M. A., & Ngah, A. H. (2019). Integration of unified theory of acceptance and use of technology in internet banking adoption setting: Evidence from Pakistan. Technology in Society, 58, 1–10. https://doi.org/10.1016/j.techsoc.2019.03.003

Santos, M. A. D., Fuentes, Y. S., & Palma, V. A. V. (2020). Determinants of mobile banking users’ loyalty. Journal of Promotion Management, 26(5), 615–633. https://doi.org/10.1080/10496491.2020.1729312

Sitanggang, A. S., Lestari, S., Febrianti, N. C., Az-zahra, A., & Fitriadi, M. N. (2024). Analisis tingkat kepercayaan nasabah pada keamanan transaksi perbankan melalui mobile banking (m-banking). Jurnal Masharif Al-Syariah: Jurnal Ekonomi dan Perbankan Syariah, 9(3), 1566–1580. https://doi.org/10.30651/jms.v9i3.23067

Suariedewi, I. G. A. A. M., & Suprapti, N. W. S. (2020). Effect of mobile service quality to e-trust to develop e-satisfaction and e-loyalty mobile banking services. International Research Journal of Management, IT and Social Sciences, 7(1), 185–196. https://doi.org/10.21744/irjmis.v7n1.836

Tella, A. (2012). Determinants of e-payment systems success: A user’s satisfaction perspective. International Journal of E-Adoption, 4(3), 15–38. https://doi.org/10.4018/jea.2012070102

Tun, P. M. (2020). Building a theoretical research model for trust development: The case of mobile financial services in Myanmar. The South East Asian Journal of Management, 14(2), 173–193. https://doi.org/10.21002/seam.v14i2.12345

Van, H. N., Pham, L., Williamson, S., Huong, V. T., Hoa, P. X., & Trang, P. L. H. (2020). Impact of perceived risk on mobile banking usage intentions: Trust as a mediator and a moderator. International Journal of Business and Emerging Markets, 12(1), 94–118. https://doi.org/10.1504/IJBEM.2020.106202

Yusfiarto, R. (2021). The relationship between m-banking service quality and loyalty: Evidence in Indonesian Islamic Banking. Asian Journal of Islamic Management, 3(1), 23–33. https://doi.org/10.20885/ajim.vol3.iss1.art3

Zhou, Q., Lim, F. J., Yu, H., Xu, G., Ren, X., Liu, D., Wang, X., Mai, X., & Xu, H. (2021). A study on factors affecting service quality and loyalty intention in mobile banking. Journal of Retailing and Consumer Services, 60, 1–8. https://doi.org/10.1016/j.jretconser.2020.102424

Downloads

Published

2025-04-15

Issue

Vol. 5, No. 1, April 2025

Section

Articles

License

Copyright (c) 2025 mirza zulkifli, Asep Dadan Suhendar

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish with this journal agree to the following terms:

1) Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC-BY-SA 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

2) Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.

3) Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website). The final published PDF should be used and bibliographic details that credit the publication in this journal should be included.