PENGARUH E-SERVICE QUALITY, E-TRUST, DAN E-SECURITY TERHADAP E-SATISFACTION NASABAH PENGGUNA APLIKASI BNI MOBILE BANKING DI PONOROGO

BNI mobile banking is a service that provides consumers with a quick and safe method of conducting transactions using their smartphones. Mobile banking offers numerous benefits, such as enhanced oversight and risk mitigation for online financial transactions. Our study comprehensively analyses the effects of e-service quality, e-trust, and e-security on e-satisfaction. The selected sample consists of individuals who use the BNI mobile banking application, specifically in Ponorogo. The data suggest that e-service quality has a large positive impact on e-satisfaction. However, it appears that e-trust does not have an impact on e-satisfaction. However, it is essential to prioritise e-security to improve e-satisfaction.

Keywords: e-service quality; e-trust; e-security; e-satisfaction; mobile banking