The Effect of Responsiveness, Reliability, Ease, Security, and Aesthetics on Customers’ Satisfaction Using Mobile Banking

Abstract

This study aims to examine the effect of security, reliability, convenience, aesthetics, and responsiveness on customer satisfaction using mobile banking. The study was conducted in Indonesia with 582 samples having used mobile-banking banks. The data were collected by distributing questionnaires online to the respondents. Then, they were analyzed using SEM (Structured Equation Model). The result shows that the variables of aesthetics, ease, and security had a significant effect on customer satisfaction using mobile banking. It implies that the banks should strengthen and improve the aesthetic quality of mobile banking applications so that they can make the customers attractive to use it. Besides, they should also always provide convenience for customers to use mobile banking while maintaining the security of customer data.