ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI PENGGUNAAN MOBILE BANKING DAN IMPLIKASINYA TERHADAP KEPUASAN NASABAH PADA PT BANK CENTRAL ASIA (BCA) Tbk. DI KALIMANTAN TIMUR SKRIPSI --

ABSTRACT
Bela Oktrilia, 2021. Analysis of Factors Influencing Customer Use of
Mobile Banking and Their Impact on Customer Satisfaction at PT Bank
Central Asia (BCA) Tbk. In East Borneo. Accounting Department, Finance and
Banking Study Program. Under the guidance of Mr. Yunus Tulak Tandirerung,
SE., M.SA and Mr. Amirudin, SE., MM.
This study aims to determine the factors that influence the use of mobile
banking and its implications for customer satisfaction. This study uses primary
data obtained through the distribution of questionnaires to Bank BCA customers.
The data analysis technique used is Validity Test and Reliability Test and
Hypothesis testing which consists of Path Analysis (Path Analysis) and Partial
Test (P-Value Significance Test) using the tool in the form of the SmartPLS 0.3
program. The results in this study are follows: variables of trust and convenience
have a significant positive effect on the use of mobile banking, then the variable of
ease, a variable of trust, and use of mobile banking variables have a significant
positive effect on customer satisfaction, while the variable of ease and
convenience has no significant positive effect on the use of mobile banking and
The variable of convenience also has a positive and insignificant effect on
customer satisfaction using mobile banking at PT Bank Central Asia (BCA) Tbk.
Keywords: Use of Mobile Banking, Ease, Trust, convenience and Customer
Satisfaction