The Effect of Convenience and Security on Satisfaction with Customer Interest as Mediator

Authors

  • Eureka Shadiba Maharani Faculty of Economics and Business, YARSI University, Jakarta
  • Meidiati Sekarsari Faculty of Economics and Business, YARSI University, Jakarta
  • Nazma Riska Zhafiraah Faculty of Economics and Business, YARSI University, Jakarta

DOI:

https://doi.org/10.58777/reb.v2i1.207

Keywords:

Perception of Convenience, Security, Customer Satisfaction, Interest in Using Mobile Banking

Abstract

This research was conducted to determine the influence of perceived convenience and security on customer interest in using BNI mobile banking with customer satisfaction as a mediator. The sampling technique used is nonprobability sampling (purposive sampling) with a customer population of the BNI Kelapa Gading branch with a sample size of 100 respondents. This research uses an associative approach using the Path Analysis method and is calculated. The results of this research show that perceived convenience has a positive effect on interest in using mobile banking, security has a positive effect on interest in using mobile banking, perception of convenience has no effect on customer satisfaction, security has no effect on customer satisfaction, and interest in using mobile banking has a positive effect on customer satisfaction and interest in using mobile banking do not mediate perceptions of convenience and security on customer satisfaction. The managerial implication of this research is improving user experience. This implication can be through streamlining processes and a better understanding of user needs. Improved system security to show that perceived security influences customer satisfaction and increased communication and education through marketing campaigns that focus on security features and convenience in mobile banking applications.

References

Aditya, S., Rosiyadi, D., Gata, W., & Husain, SM (2019). E-Wallet Sentiment Analysis on Google Play Using the Naive Bayes Algorithm Based on Particle Swarm Optimization. RESTI Journal (Information systems engineering and technology) 3, 377–382.

Aditya, T., & Mahyuni, LP (2022). The influence of financial literacy, perceived convenience, benefits, security, and social influence on interest in using fintech. In economic forum. 2(2) pp. 245-258). https://doi.org/10.30872/jfor.v24i2.10330

Agdhanni, FP, & Wardhani, NIK (2022). Level of customer satisfaction using mobile banking at PT Bank Mandiri. Archipelago: Journal of Social Sciences, 9(1), 188-194.

Assidiki, Z., & Budiman, A. N. (2023). The Influence of Price, Promotion, Product Quality, and Consumer Satisfaction on Purchasing Decisions of HAUS! Research of Business and Management, 1(1), 21–31. https://doi.org/10.58777/rbm.v1i1.20

Basri, AI (2019). The Influence of Service Quality on Bank Customer Satisfaction and Loyalty Using E-Banking. Bisman, 2(1), 1–18.

Cahyaningtyas, A. W., & Witono, B. (2022). Pengaruh kepercayaan, keamanan, risiko, dan lifestyle terhadap minat dalam menggunakan layanan e-banking. Eqien-Jurnal Ekonomi dan Bisnis, 10(1), 149-159.

Chusnah, C., & Indriana, KT (2020). The Influence of Convenience and Security on Fintech Consumer Satisfaction. Performance, 3(1), 111-122. https://doi.org/10.34005/kinerja.v3i1.1280

Darista, SMR, & Mujilan, M. (2021). The Influence of Perceived Usefulness, Perceived Convenience, Perceived Trust, and Perceived Risk on Interest in Using the OVO Application as an E-Money Payment Tool. Journal of Management and Accounting Research, 9(01). https://doi.org/10.33508/jrma.v9i2.1011

Dirwan, D. (2018). The Influence of Comfort and Ease of Use of BNI Taplus ATM Facilities on Customer Satisfaction at Bank Negara Indonesia Makassar Main Branch Office. Scientific Journal Akmen, 15(2).

Dirwan, D., & Latif, F. (2020). Aspects that Influence Interest in Using Digital Money in Makassar City. Mirai Management Journal, 6(1), 288-298.

Fauzi, A., Suyana, H., & Oktavia, D. (2023). The Influence of Service Quality, Product Quality, Price Perception and Location on Visitor Satisfaction. Marketing and Business Strategy, 1(1), 13–22. https://doi.org/10.58777/mbs.v1i1.156

I Gede Putu Krisna Juliharta, (2019). Analysis of Readiness Levels for Implementing Information Technology Security in e-Government Implementation Based on the Information Security Index (KAMI) Case Study of the Kediri City Government. Journal of Information and Computer Technology, 5(1), pp 22, January 2019.

Indrawati, Lilik., & Pattinama, Marcell Mathias. (2021). Brand Image, Kualitas Pelayanan dan Kepuasan Konsumen di Dalam Pengaruhnya Terhadap Minat Ulang Pengguna Aplikasi Dana. Jurnal Bisnis dan Manajemen. 8(1) Hal 16-21

Ishaya Salis Rabindra, Edi Wahyu Wibowo & Yoeliastuti. (2020). Analysis of the Influence of Perceived Ease of Transactions and Customer Value on Passenger Satisfaction on Jakarta's Integrated Motorway Trains (MRT). Lantern Business Journal 9(1) No.1 May

Kencana, Princess Patchouli. (2017). The Influence of Products and Prices on Customer Satisfaction and Their Impact on Loyalty at Tip Top Supermarket Ciputat. PEKOBIS Journal of Education, Economics and Business, 1(4) Pg.53-64

Komara, E., & Erwand, D. N. (2023). The Effect of Online Consumer Review, Social Media Advertisement, and Influencer Endorsement on Purchase Intention. Research of Economics and Business, 1(2), 76–85. https://doi.org/10.58777/reb.v1i2.79

Kotler, P. & Keller, K. L. (2016). Marketing Management. 14th Edition. United States of America: Pearson.

Kotler, P., & Keller, K. L. (2015). Marketing Management twelfth Edition Volume 1. Publisher: PT. Index. Jakarta.

Kurniawati, Hanif Astika, Alfi Arif, and Wahyu Agus Winarno. (2017) Analysis of interest in using mobile banking using a modified Technology Acceptance Model (TAM) approach. E-Journal of Business Economics and Accounting 4(1) (2017): 24–29

Kusnawan, A., Silaswara, D., Andy, & Sefung, T. (2019). The Effect of Discounts on e-Wallet Applications on the Growth of Impulsive Buying Interest of Millennial Consumers in the Tangerang Region. Journal of Management Science 5(2), 137–160.

Maghfur, R. fata, Santosa, P. W., & Zhafiraah, N. R. (2023). The Influence of Brand Image and Experiential Marketing on Consumer Loyalty with Consumer Satisfaction as an Intervening. Marketing and Business Strategy, 1(1), 1–12. https://doi.org/10.58777/mbs.v1i1.153

Meileny, F., & Wijaksana, TI (2020). The Influence of Perceived Benefits, Perceived Convenience, Service Features and Trust on LinkAja Customer Satisfaction Levels in Indonesia. Ecodemica Journal, 4(2), 201-202. https://doi.org/10.31294/jeco.v4i2.7934

Mukhtisar, M., Tarigan, IRR, & Evriyenni, E. (2021). The influence of efficiency, security, and convenience on customers' interest in making transactions using mobile banking (study on customers of the Ulee Kareng Mandiri Islamic Bank, Banda Aceh). Jihbiz: Global Journal of Islamic Banking and Finance., 3(1), 56-72. https://doi.org/10.22373/jihbiz.v3i1.9632

Munawaroh, M., & Simon, Z. Z. (2023). The Influence of Store Atmosphere, Service Quality, Product Quality, and Price on Customer Satisfaction. Research of Business and Management, 1(1), 35–44. https://doi.org/10.58777/rbm.v1i1.21

Ningsih, R., & Kurdi, M. (2023). Do Service Quality, Price, and Location Affect Customer Satisfaction in Kampoeng SPA, Sumenep? Research of Business and Management, 1(2), 77–83. https://doi.org/10.58777/rbm.v1i2.57

Noviana, I., & Oktavia, D. (2023). The Effect of Product Quality and Customer Perceived Value on Repurchases with Intervening Satisfaction. Marketing and Business Strategy, 1(1), 35–45. https://doi.org/10.58777/mbs.v1i1.154

Nugraha, Aris Rakhman., Zulkarnain, Z., & Sulistyowati, Lilis. (2017). Analisis Tingkat Kepuasan Nasabah Atas Kualitas Layanan M-Banking dan Dampaknya Terhadap Minat Memiliki Produk Lain di PT Bank Riau Kepri Cabang Utama Pekanbaru. Ejournal Pelita Indonesia 2(1).

Nurastuti, Wiji. (2011). Banking Technology. Yogyakarta: Graha Ilmu.

Permatasari, B. (2022). The influence of perceived convenience, perceived security, and perceived trust on customer satisfaction in using BCA mobile banking. Journals of Economics and Business, 2(2), 1-16. https://doi.org/10.33365/jeb.v2i2.112

Ramadhan, Ibnu Cahyo., & Anggraeni, Tia Chisca. (2022). Pengaruh Promosi, Keamanan dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Shopee. Jurnal Ilmiah Multidisiplin 1(1):1-11 https://doi.org/10.56127/jukim.v1i1.120

Rambe, Jelita Handayani., & Kiki Andrea Putri Hasibuan. (2022). The Influence of the Convenience and Benefits of Mobile Banking on Student Satisfaction at the Sharia Banking Department of UIN North Sumatra. Journal of Islamic Economics and Banking Studies 3(1) June 2022. https://doi.org/10.53491/elmudhorib.v3i1.437

Rinaldi, A., & Santoso, SB (2018). Analysis of the Influence of Information Quality, System Quality, and Service Quality on Repurchase Intention with Customer Satisfaction as an Intervening Variable (Study of Traveloka Customers in Semarang City). Diponegoro Journal of Management, 7(2), 1-14. https://doi.org/10.24036/jkmw0279010

Rozi, F., & Ziyad, M. (2019). The Influence of Trust, Perception of Usefulness, Perception of Convenience, and Perception of Comfort on Interest in Using Bank BTN Mobile Banking Services. Journal of Management Science and Entrepreneurship, 3(2), 92-102.

Sari, Y. K., Gani, A. N., & Zhafiraah, N. R. (2023). The Effect of In-Store Logistics Performance, Store Image, Sales Promotion, and Service Quality on Customer Satisfaction. Marketing and Business Strategy, 1(1), 23–34. https://doi.org/10.58777/mbs.v1i1.152

Sari, NE, Osowari, T. (2020). The Influence of Convenience, Trust, and Security on Customer Satisfaction Through Purchasing Decisions at the Tokopedia Online Store. Creative Research Management Journal. 3(2). https://doi.org/10.32663/crmj.v3i2.1550

Stefani Kezia., & Cilvanus Henry. (2022). Analysis of the Influence of System Quality, Perception of Convenience, Advertising, Promotion, and Price on User Satisfaction of the Ruang Guru Application. Media Informatics 19(2). https://doi.org/10.37595/mediainfo.v19i2.44

Sugiyono. (2017). Quantitative, Qualitative, and R&D Research Methods. Bandung: Alfabeta, CV.

Sugiyono. (2018). Quantitative Research Methods. Bandung: Alphabeta.

Susanto, A. et al., 2013. User acceptance of Internet banking in Indonesia: initial trust in using internet banking services; Ellen Theresia Sihotang 36 formation. Information Development, 29(4), pp.309– 322. Available at: https://doi.org/10.1177/0266666912467449

Susilo, WT, Ariyanti, M., & Sumrahadi. (2017). The Influence of Promotional Attractiveness, Perceived Convenience, Perceived Usefulness and Price on Intention to Purchase Bank Mandiri E-Toll Cards, e-Proceeding of Management, 25-31.

Wandi, J., Bachri, S., & Parubak, B. (2020). Pengaruh Persepsi Kegunaan, Persepsi Keuntungan, Persepsi Keamanan Terhadap Minat Nasabah BNI Menggunakan Mobile banking. Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT), 6(1), 88-96.

Widjaja, Yani Restiani and Irpan Nugraha. (2016). Brand Loyalty as an Impact of Consumer Satisfaction. Ikonomika: Journal of Islamic Economics and Business. 1(1):2527-5143

Downloads

Published

2024-03-27

Issue

Section

Articles
image host Views: 163 | image host Downloaded: 94