Pengaruh Fitur Layanan dan Keamanan terhadap Kepuasan Nasabah Menggunakan Mobile Banking Bank Sumut dengan Trust sebagai Variabel Intervening

Abstract

Mobile banking has experienced significant growth, driven by technological advancements and flexible banking services. This research paper examines the influence of service and security features on customer satisfaction in the context of mobile banking at Bank Sumut, with trust serving as an intervening variable. Service features and security are crucial elements that directly impact the user experience when using mobile banking applications. When these factors meet or exceed customer expectations, satisfaction levels rise. Security fosters customer trust in the bank, while service features determine how well the application addresses daily needs. This study uses a quantitative survey, with a population of all Bank Sumut mobile banking customers. The sample used is active users who are willing to be respondents. The sample in this study was taken using the non-probability sampling method. The analysis was carried out using the bootstrapping method with SmartPLS 4.0. The results of the study indicate that: There is no significant effect of Service Features on Customer Satisfaction and security on Trust, p-value > 0.05. There is a significant effect of Service Features on Trust, Security, on customer satisfaction with p-value < 0.05). The trust variable significantly acts as a mediating variable, namely mediating the indirect effect of service features on customer satisfaction with a path coefficient (0.211) and p-value (0.000). However, the trust variable does not play a significant role as a mediating variable, namely mediating the indirect effect of security on customer satisfaction with a path coefficient (0.061) and p-value (0.187).