Pengaruh Kualitas Layanan Elektronik terhadap Kepuasan Pengguna Mobile Banking: Studi Empiris pada Mahasiswa Akuntansi Universitas Sumatera Utara

Abstract

This study aims to examine the influence of efficiency, fulfillment, system availability, and privacy on mobile banking user satisfaction among undergraduate Accounting students at the Faculty of Economics and Business, Universitas Sumatera Utara. This research employs a quantitative approach with a survey method, and data were collected through questionnaires distributed to 265 respondents using convenience sampling. The data were processed using SPSS version 27. The results show that efficiency, fulfillment, system availability, and privacy have a positive and significant effect on user satisfaction. This study emphasizes the important role of electronic service quality in shaping user satisfaction with mobile banking services.