The Effect of Mobile Banking Ease of Use and Service Quality on Customer Satisfaction at Bank Mandiri Taspen KCP Subang
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Authors:Anggara Maulidiyansyah1*, Herlina2, Ranggi Radiyanti3
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Abstract
The transformation of banking services through mobile banking has increased transactional convenience; however, its utilization among customers with varying levels of digital proficiency remains suboptimal, underscoring the importance of understanding the factors that shape customer satisfaction. This study aims to analyze the partial and simultaneous effects of mobile banking ease of use and service quality on customer satisfaction at Bank Mandiri Taspen KCP Subang. A quantitative approach with a descriptive-verificative design was employed. Data were collected through questionnaires administered to 95 customers selected using purposive sampling and analyzed using descriptive statistics, classical assumption tests, multiple linear regression, t-tests, F-tests, and the coefficient of determination. The findings indicate that mobile banking ease of use and service quality have positive and significant effects on customer satisfaction, both partially and simultaneously. These results demonstrate that ease of use and service quality are important determinants of customer satisfaction in mobile banking services. The study concludes that improving customers’ digital service experiences and overall service quality is essential for strengthening customer satisfaction. The findings contribute to understanding the combined role of digital usability and service quality in shaping customer satisfaction and imply that banks should strengthen customer education and assistance, improve application usability, and enhance the quality of service interactions.
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