KEMUDAHAN DAN KEAMANAN DIGICS TERHADAP KEPUASAN NASABAH: PERAN MEDIASI KEPERCAYAAN PADA BNI KANTOR WILAYAH 12
Published:
2026-08-18Downloads
Abstract
Banking transformation requires self-service channels that not only accelerate service delivery but are also easy to use, secure, and trusted by customers. This study examines the effects of ease of use and security of Digital Customer Service (DigiCS) on customer satisfaction, with trust as a mediating variable. Its contribution lies in testing a physical digital self-service channel rather than a mobile banking application among customers in BNI Regional Office Area 12. An associative quantitative design was applied to 150 respondents selected using accidental sampling. Data were collected through a four-point Likert questionnaire and analyzed using Partial Least Squares-Structural Equation Modeling with SmartPLS 4. Ease of use significantly affected satisfaction (β=0.284; p=0.006) and trust (β=0.368; p=0.003). Security significantly affected satisfaction (β=0.389; p=0.003) and trust (β=0.345; p=0.006). Trust exerted the strongest direct effect on satisfaction (β=0.428; p<0.001). It also partially mediated the effects of ease of use (β=0.157; p=0.032) and security (β=0.148; p=0.041) on satisfaction. The model explained 67.9% of the variance in satisfaction and demonstrated good predictive relevance (Q²=0.363). The findings indicate that improving DigiCS satisfaction requires the simultaneous management of usability, transaction security, system reliability, and customer trust.
Keywords:
customer satisfaction DigiCS ease of use security trustReferences
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