Moderating Effect of Trust on Determinants of Customer Satisfaction Factors

Muhammadinah Muhammadinah, Muhammad Fajri Palengka, Muhammad Rahman Bayumi, Chandra Zaky Maulana

Abstract


In connection with customer satisfaction of mobile banking users, there are several problems, including being vulnerable to “smishing” fraud, one of which involves rogue mobile applications. This study aims to determine the role of trust in moderating the effect of security level, and service features on customer satisfaction of mobile banking users of Bank Sumsel Babel Syariah UIN Raden Fatah Palembang Branch Office. This type of research is quantitative using statistical techniques to test the hypothesis. The data used is primary data with data collection techniques using questionnaires distributed directly to 100 respondents as samples with accidental sampling techniques while secondary data uses literature studies. The data analysis technique in this study uses SmartPLS with outer model testing including convergent validity, average variance extracted (AVE) and composite reliability and inner model testing including R square and hypothesis testing. The results showed that based on testing convergent validity, average variance extracted (AVE) and composite reliability, it is known that all variables including their indicators are declared valid and reliable, then the R-square value is 0.579 which means that customer satisfaction can be explained by 57.9% by the variables of security level, service features and trust, while the remaining 42.1% is explained by other variables outside the study.  Then the results of hypothesis testing show that the variables of security level, service features and trust directly have a positive and significant effect on customer satisfaction. Then the trust variable is unable to moderate the effect of the level of security and service features on customer satisfaction.

Full Text:

PDF

References


Agustin, S. F. (2021). The Effect of Level of Security, Comfort, and Service Quality on Service User Satisfaction at the Airport during the Covid Pandemic - 19 (Case Study at Yogyakarta International Airport). Sekolah Tinggi Ilmu Ekonomi YKPN.

Ahmad, & Pambudi, B. S. (2014). The Effect of Perceived Benefits, Perceived Ease, Security and Feature Availability on Bank Customer Re-Interest in Using Internet Banking (Study on BRI Internet Banking Service Program). Competence: Journal of Management Studies, 8(1), 1–11.

Annisa, T. N., Saskia, & Sunaryo. (2022). The Effect of Consumer Security and Information Quality on Purchasing Decisions with Trust as an Intervening Variable (Study on Medan Unhar Students as Customers of Beauty Products Through Shopee). Jamek (Jurnal Akutansi Manajemen Ekonomi Dan Kewirausahaan), 2(3), 185–197.

Aryandi, R. (2015). The Effect of Perceptions of Information Technology, Ease of Use, Transaction Risk, and Service Features on Repeat Interest in Using Mobile Banking (Study on BRI bank customers in Purworejo City). Universitas Muhammadiyah Purworejo.

Dzidzah, E., Kwateng, K. O., & Asante, B. K. (2020). Security Behaviour of Mobile Financial Service Users. Information and Computer Security, 28(5), 719–741. https://doi.org/https://doi.org/10.1108/ICS-02-2020-0021

Elko, M. R. B. (2023). Jaksa Tahan Tiga Karyawan Bank SumselBabel OKU Selatan Kasus Korupsi. ANTARA: Kantor Berita Indonesia. https://www.antaranews.com/berita/3337926/jaksa-tahan-tiga-karyawan-bank-sumselbabel-oku-selatan-kasus-korupsi

Festinger, L. (1957). A Theory of Cognitive Dissonance. Stanford University Press.

Gofur, A. (2019). The Effect of Service Quality and Price on Customer Satisfaction. Jurnal Riset Manajemen Dan Bisnis (JRMB), 4(1), 37–44.

Handinisari, H., Muhlisin, S., & Yono. (2023). The Effect of Security, Ease and Trust of Bank Syariah Indonesia Customers on Interest in Transactions Using Mobile Banking Services (BSI KCP Jalan Baru). El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam, 4(3), 818–828.

Hanur, C. W. Y. (2015). The Effect of Perceived Usefulness, Security, Trust and Perceived Ease of Use on the Use of Online Banking in Undergraduate Students of the Faculty of Economics, Yogyakarta State University. Universitas Negeri Yogyakarta.

Jannah, M. R., & Siregar, S. L. (2023). The Effect of System Ease, System Security and Display Mobile Banking Application on Customer Satisfaction with Service Quality as an Intervening Variable. Jurnal Ilmiah Mahasiswa Perbankan Syariah, 4(1), 241–264.

Kamarudin, & Nursiah. (2022). The Effect of Convenience, Security, and Risk Factors on Customer Satisfaction in Using Mobile Banking (Case Study on BRI Customers Mamuju Regency). FORECASTING: Jurnal Ilmiah Ilmu Manajemen, 1(2), 11–18.

Kotler, P., & Keller. (2017). Marketing Management (Alih Bahas). Erlangga.

Nawangsari, S., & Iswah, S. N. (2019). The Effect of Information Technology, Perceived Benefits, Perceived Ease and Service Features on Customer Satisfaction and its Implications for Repeat Interest Use of BTPN Bank Jenius Application. Seminar Nasional APTIKOM (SEMNASTIK), 144–151.

Pranantha, E. Y. (2021). The Effect of Service Quality and Product Features of Bsi Mobile on Customer Satisfaction of Bank Syariah Indonesia in Sleman Regency. Universitas Islam Indonesia.

Prasetya, A. Y., & Utary, R. (2022). Analysis of Customer Relationship Management (CRM) on Customer Loyalty with Customer Satisfaction as an Intervening Variable in CV Customers. Cipta Adhi Nugraha Creative. JURNAL JEBAKU: Jurnal Ekonomi Bisnis Dan Akuntansi, 2(2), 88–98.

Pratiwi, A. R., & Dermawan, D. A. (2021). Pengaruh Customer Relationship Management (CRM) terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening (Studi Pelanggan ShopeePay pada Aplikasi Shopee di Kota Surabaya). Journal of Emerging Information Systems and Business Intelligence, 2(3), 87–93.

Priansa, D. J. (2017). Consumer Behavior. Alfabeta.

Purba, M., Nasution, A. P., & Harahap, A. (2023). The Effect of Service Quality, Product Quality and Company Reputation on Customer Satisfaction with Trust as a Moderating Variable. REMIK (Riset Dan E-Jurnal Manajemen Informatika Komputer), 7(2), 1091–1107. https://doi.org/10.33395/remik.v7i2.12268

Ratmono, Putri, A. N., & Yateno. (2023). The Effect of Service Quality and Features on Interest in Continued Use of BRI Mobil Banking with User Satisfaction as an Intervening Variable (Study on Muhammadiyah Metro University Students who use BRI M-Banking). Jurnal Manajemen Diversifikasi, 3(4), 948–958.

Safitri, M. (2020). Mechanism of Islamic Banking (IB) Deposit Products to Increase Fund Raising at PT Bank Tabungan Negara Syariah Branch Office Pekanbaru. Universitas Islam Negeri Sultan Syarif Kasim Riau.

Suhud. (2015). The Effect of Perceptions of Information Technology, Ease of Use, Transaction Risk and Service Features on Repeat Interest in Using Mobile Banking (Study on BRI Bank Customers in Purworejo City). Universitas Muhammadiyah Purworejo.

Ulan, A. S. (2022). Effectiveness of Mobile Banking in Increasing Customer Satisfaction Muamalat Palopo Branch. IAIN Palopo.

Utama, A. P. (2021). Customer Satisfaction as a Moderator of the Effect of Trust on Customer Loyalty. Jurnal IKRA-ITH Ekonomika, 4(2).

Wiharso, G., Prasetyo, J. H., Prakoso, B. S., & Fabrianto, L. (2022). The Effect of Mobile Banking Product Quality on Customer Satisfaction of Indonesian Sharia Bank Jakarta Wolter Monginsidi Branch. MATRIKS: Jurnal Sosial Dan Sains, 3(2), 80–88. https://doi.org/10.36418/matriks.v3i2.90

Zahra, N. A. (2021). The Effect of Ease of Use, Usability and Trust in Customer Satisfaction of Mobile Banking (MBanking) Users of Bank Syariah Mandiri (Analysis Study on Bank Syariah Customers Mandiri West Bekasi). UIN Syarif Hidayatullah Jakarta.




DOI: https://doi.org/10.31294/widyacipta.v9i1.21035

Copyright (c) 2025 Muhammadinah, Muhammad Fajri Palengka, Muhammad Rahman Bayumi, Chandra Zaky Maulana

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Index by:

 
 Published LPPM Universitas Bina Sarana Informatika with supported by Relawan Jurnal Indonesia

Jl. Kramat Raya No.98, Kwitang, Kec. Senen, Jakarta Pusat, DKI Jakarta 10450, Indonesia
Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License