Determination of User Satisfaction in BNI Mobile Banking Services using the Information Systems Success Model (ISSM) perspective
Moh. Riky Saadilah, Ratih Hurriyati, Puspo Dewi Dirgantari

Universitas Pendidikan Indonesia

Abstract

This study aims to determine the effect of Systems Quality, Information Quality, and Service Quality on User Satisfaction through Use on Mobile Banking (M-Banking) users. The research method uses a quantitative approach by distributing questionnaires to 148 respondents of BNI mobile banking users. Data analysis uses Partial Least Squares (PLS) where the results show that System Quality, Information Quality, and Service Quality affect the User Satisfaction of Mobile Banking. Increasing user satisfaction through information quality, service quality, and system quality has become very important for banks, especially system quality and service quality in the use of Mobile Banking. The effect of service quality does not directly affect user satisfaction but is mediated by usage. Experience in using Mobile Banking for a long time can be a determining factor for user satisfaction if based on the experience the user has a positive image of the quality of Mobile Banking services.

Keywords: User Satisfaction;ISSM;Mobile Banking;Partial Least Square

Topic: Innovation, IT and Supply Chain Management