Mobile Banking Service Quality and Trust as Determinants of Customer Satisfaction in the Digital Banking Era

Authors

  • Aquiles Da Costa Martins Telkomsel

DOI:

https://doi.org/10.33474/percipience.v5i2.25203

Keywords:

Mobile banking services, trust, customer satisfaction, digital banking

Abstract

The rapid development of information technology has accelerated the growth of digital banking services, particularly mobile banking, in Indonesia. Despite its widespread adoption, challenges related to service quality and customer trust remain critical issues affecting customer satisfaction. This study aims to analyze the effect of mobile banking services and trust on customer satisfaction. A quantitative approach with an associative research design was employed. The data were collected from 68 respondents who use BRImo mobile banking services at BRI Unit UNISMA Malang through a structured questionnaire using a Likert scale. The data were analyzed using multiple linear regression with SPSS.

The results show that mobile banking services and trust have a positive and significant effect on customer satisfaction, both partially and simultaneously. Mobile banking services enhance customer satisfaction through ease of use, accessibility, security, and convenience, while trust strengthens the relationship between customers and the bank by reducing perceived risk and uncertainty. These findings indicate that improving service quality and maintaining customer trust are essential strategies for increasing customer satisfaction in the digital banking era.

This study provides empirical evidence that both technological and relational factors play a crucial role in shaping customer satisfaction in digital financial services. Therefore, banks are encouraged to continuously improve mobile banking performance and strengthen customer trust to achieve long-term customer relationships.

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Published

2026-03-14

How to Cite

Martins, A. D. C. (2026). Mobile Banking Service Quality and Trust as Determinants of Customer Satisfaction in the Digital Banking Era. PERCIPIENCE International Journal of Social, Administration, & Entrepreneurship, 5(2), 20–31. https://doi.org/10.33474/percipience.v5i2.25203

Issue

Vol. 5 No. 2 (2026): PERCIPIENCE

Section

Articles

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Copyright (c) 2026 Aquiles Da Costa Martins

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