The Influence Quality of Service, Trust, And Perceived Ease of Use on User Satisfaction of Mobile Banking in State-Owned Banks in Bekasi

Abstract

Banking services in the form of mobile banking feature various transaction options that are increasingly utilized by the public to support the flexibility of financial activities without location and time constraints. This study aimed to analyze the partial and simultaneous effects of quality of service, trust, and perceived ease of use on user satisfaction of mobile banking in state-owned banks (BRI, Bank Mandiri, and BNI) in Bekasi. Primary data collection was conducted by distributing questionnaires via Google Forms to 100 active customer respondents selected through a purposive sampling technique. The data analysis method includes instrument testing (validity and reliability), classical assumption testing (normality, multicollinearity, and heteroskedasticity), and multiple linear regression analysis using SPSS software. The hypothesis testing results (F-test) prove that quality of service, trust, and perceived ease of use simultaneously have a positive and significant effect on user satisfaction. Partially (t-test), the three independent variables are proven to significantly influence customer satisfaction, where the variable of perceived ease of use demonstrates the most dominant influence.