How Ease of Use, Convenience, Risk, Trust, and Security Influence Mobile Banking Usage Through Satisfaction

Abstract

This study explores how ease of use, convenience, risk, trust, and security affect the use of BNI mobile banking, with a focus on the mediating role of customer satisfaction. The Technology Acceptance Model and Theory of Planned Behavior provide the theoretical framework. Data was collected through a survey of 148 BNI mobile banking users in Bali and analyzed using Partial Least Squares. The results show that convenience and security positively impact both satisfaction and intention to use the application, with satisfaction partially mediating the effect of convenience on intention. Conversely, ease of use, risk, and trust do not significantly influence satisfaction or intention. These findings highlight the importance of enhancing convenience and security features to improve customer satisfaction and intention to use BNI mobile banking. Future research should compare these results with other banking applications to provide further insights into the strengths and weaknesses of BNI mobile banking.