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The Effect of Security, Responsiveness, Ease of Use, and Reliability of Services on BRI Customer Satisfaction in Using Mobile Banking

Adhi, Bramantiyo and Ronny, Ronny (2022) The Effect of Security, Responsiveness, Ease of Use, and Reliability of Services on BRI Customer Satisfaction in Using Mobile Banking. In: The 4th International Conference on Business and Banking Innovations (ICOBBI) 2022.

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Abstract

Bank Rakyat Indonesia (BRI) is one of the banks in Indonesia that offers mobile banking services. In 2016 to 2018 there was an increase in the number of BRI Mobile or BRI Mobile Banking users. The population of the present study was Surabaya BRI work unit customers who use mobile banking services. A total of 615 respondents were selected by purposive sampling technique. Validity and reliability test indicated that all dependent and independent variable instruments were valid and reliable. The analysis showed that variables of security, ease of use and reliability had significant effect on customer satisfaction in the use of mobile banking while responsive variable did not have significant effect on customer satisfaction in the use of mobile banking. Key words: Customer Satisfaction, Service Quality, Mobile Banking.

Item Type: Conference or Workshop Item (Paper)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: ICOBBI (International Conference of Business and Banking Innovations)
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 27 Jun 2022 02:32
Last Modified: 28 Jun 2022 02:57
URI: http://eprints.perbanas.ac.id/id/eprint/9341

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