The Influence of Perception of Security and Perception of Ease on Loyalty of Mobile Banking Users Bank BSI KCP Sribhawono

Bagas Julian Erlambang, Selfia Alke Mega


Abstract — The tight business competition that exists in the banking industry requires banking companies to be able to provide the best customer satisfaction services, one of which is digital banking services, namely mobile banking. This research aims to determine the extent to which digital mobile banking user loyalty influences perceptions of security and perceptions of convenience at Bank BSI KCP Sribhawono. The sample size for this research was 99 respondents obtained using the Slovin sampling method. In this research, data was collected using an analytical tool in the form of a digital questionnaire. The analysis model uses multiple linear regression testing with partial hypothesis testing (T). The results of this research show that the independent variables consisting of perceived security and perceived convenience have a significant positive effect on the loyalty of mobile banking users at Bank BSI KCP Sribhawono.


Banking, Service, Mobile Banking, Customer, Satisfaction

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