PENGARUH PERSEPSI KEMUDAHAN, PERSEPSI KEAMANAN, DAN PERSEPSI KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN MOBILE BANKING BCA

Abstract

n the current era of globalization, it has an influence, especially on the development of both economic and social activities that occur in society, this is also coupled with the Information Technology System (STI) which is growing very rapidly and undergoing many changes. This study aims to determine the effect of perceived convenience, perceived security, and perceived trust on customer satisfaction in using BCA mobile banking. The population in this study are customers of BCA mobile banking users. The sample in this study was 100 respondents and the technique used was the Non Probability Sampling technique with the Purposive Sampling approach. The method in this study is a quantitative method. The data analysis technique used is multiple linear analysis using IBM SPSS 20.0. The results showed that the perception of security and the perception of trust had a positive and significant effect on customer satisfaction, while the perception of convenience had a positive and insignificant effect on customer satisfaction.