The Influence of Service Quality, Trust, and Security on Customer Satisfaction Using Bank Riau Kepri Syariah Mobile
Keywords:
Service Quality, Trust, Security, Customer Satisfaction, BRK Syariah Mobile.Abstract
The rapid growth in the use of digital banking applications is also accompanied by the emergence of various customer complaints, especially related to service disruptions, trust in the system, and aspects of data security. This study aims to measure the extent to which service quality, trust, and security affect customer satisfaction in using the BRK Syariah Mobile application. The method used is a quantitative approach with descriptive analysis techniques. Data was obtained through distributing questionnaires to 110 BRK Syariah customer respondents spread across all Riau Islands cities and regencies, as well as those domiciled outside the Riau Islands province. This data was then analyzed using multiple linear regression. The results showed that partially and simultaneously, the three independent variables of service quality, trust, and security had a positive and significant effect on customer satisfaction. From the analysis, the coefficient of determination is 68.3%, which means that most of the customer satisfaction level is explained by these three variables, while the remaining 31.7% is influenced by other factors outside this study. These findings emphasize the importance of improving service quality, transparency, and data protection to maintain and increase the satisfaction and loyalty of BRK Syariah Mobile application users in the future. This study explores the daily information practices of librarians, focusing on their information needs, seeking behaviors, sources of informal interaction (information grounds), and information sharing activities, as well as how these factors contribute to their professional growth.Downloads
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Deliyana, R., Permatasari, B., & Sukmasari, D. (2022). PENGARUH PERSEPSI KEMUDAHAN, PERSEPSI KEAMANAN, DANPERSEPSI KEPERCAYAAN TERHADAP KEPUASAN PELANGGANDALAM MENGGUNAKAN MOBILE BANKING BCA. Journal of Economic and Business Research, 2 No.2, 1–16.
Doddy Adrisal Putra, & Diana Triwardhani. (2020). Pengaruh Kepercayaan, Keamanan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Shopee Di Kota Solok. Journal of Young Entrepreneurs, 2(2), 78–93.
Firdaus, N. S. A. N. H. A. (2024). JURNAL Pengaruh Kepercayaan, Kemudahan dan Kualitas Layanan Terhadap Kepuasan Nasabah KOTA MALANG. Riset Manajemen, 13.
Kotler, P., Keller, K. L., Tan, C. T., Ang, S. H., & Leong, S. M. (2016). Marketing management : an Asian perspective (15th ed.). Pearson Education Limited.
Mardiatmoko, G.-. (2020). PENTINGNYA UJI ASUMSI KLASIK PADA ANALISIS REGRESI LINIER BERGANDA. BAREKENG: Jurnal Ilmu Matematika Dan Terapan, 14(3), 333–342. https://doi.org/10.30598/barekengvol14iss3pp333-342
Meithiana, I. (2019). PEMASARAN DAN KEPUASAN PELANGGAN. Unitomo Press.
Mukhtisar, M., Tarigan, I. R. R., & Evriyenni, E. (2021). Pengaruh Efisiensi, Keamanan Dan Kemudahan Terhadap Minat Nasabah Bertransaksi Menggunakan Mobile Banking (Studi Pada Nasabah Bank Syariah Mandiri Ulee Kareng Banda Aceh). Jihbiz: Global Journal of Islamic Banking and Finance., 3(1), 56. https://doi.org/10.22373/jihbiz.v3i1.9632
Pambudi Sekar Wijayanti Tri, & Soliha Euis. (2022). PENGARUH KUALITAS LAYANAN, CITRA BANK, DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH BANK. Ilmiah Akuntansi Dan Keuangan, 4.
Resika, Yeri Wahab, Zakaria Saggaf Shihab, M. (2019). CUSTOMER PERCEIVED VALUE DAN CUSTOMER TRUST: IDENTIFIKASI KEPUASAN DAN LOYALITAS KONSUMEN GO-CAR. Journal of Management and Business Review, 19 (1), 1–22. https://www.researchgate.net/publication/333423894_CUSTOMER_PERCEIVED_VALUE_DAN_CUSTOMER_TRUST_IDENTIFIKASI_KEPUASAN_DAN_LOYALITAS_KONSUMEN_GO-CAR
Riyanto Dwi Andi. (2025). Hootsuite (We are Social): Data Digital Indonesia 2024. Hootsuite We Are Sosial. https://andi.link/hootsuite-we-are-social-data-digital-indonesia-2024/
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif dan RND (Sutopo (ed.)). Alfabeta.
Techinasia. (2025). Transaksi perbankan digital Indonesia naik 50,6% pada 2024. TECHINASIA.COM. https://id.techinasia.com/transaksi-perbankan-digital-indonesia-naik-2024#:~:text=Transaksi perbankan digital di Indonesia meningkat 50%2C6 persen,menurut Wakil Ketua Dewan Komisioner OJK%2C Mirza Adityaswara.
Tjiptono, F., & Diana Anastasia. (2020). Pemasaran. Andi.
Widiyanto, J. (2015). SPSS For Windows untuk Analisis Data Statistik dan Penelitian. Laboratorium Komputer FKI Universitas Muhammadiyah Surakarta.
Zeithaml, A Valarie Bitner, Jo Mary Gremler, D. D. (2016). Service Marketing: Integrating Customer Focus Across the firm (6th ed.). Mc. Graw-Hill. https://books.google.co.id/books?id=GMsvEAAAQBAJ&printsec=frontcover&hl=id&source=gbs_vpt_read#v=onepage&q&f=false
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Published
2025-07-21
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How to Cite
The Influence of Service Quality, Trust, and Security on Customer Satisfaction Using Bank Riau Kepri Syariah Mobile. (2025). Proceeding of International Conference on Economics, Technology, Management, Accounting, Education, and Social Science (ICETEA), 1, 62-73. https://conference.unita.ac.id/index.php/icetea/article/view/457
