Service Quality, Trust, and User Experience on Mobile Banking Customer Satisfaction
DOI:
https://doi.org/10.63541/tqbdb182Keywords:
Service Quality, Customer Trust, User Experience, Customer SatisfactionAbstract
The rapid digitalization of banking services has positioned mobile banking as a primary channel through which customers interact with financial institutions; however, customer satisfaction with such services remains inconsistent across providers. This study examines the influence of service quality, customer trust, and user experience on customer satisfaction among users of the myMOBILE application at PT. Bank Mayapada International Tbk. A quantitative associative design was employed, using a structured questionnaire distributed to 101 active myMOBILE users selected through purposive sampling. Data were analyzed using multiple linear regression with the assistance of EViews 12 Student Version. The results indicate that service quality, customer trust, and user experience exert a positive and statistically significant partial effect on customer satisfaction, and jointly explain 62.84 percent of the variance in customer satisfaction, with user experience emerging as the most influential predictor. These findings extend the applicability of the SERVQUAL, trust, and technology-acceptance frameworks to a mid-tier private bank context in Indonesia and offer practical implications for strengthening digital banking strategies, particularly regarding interface design, transaction reliability, and data-security assurance
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