Determinan Loyalitas Pengguna Layanan BCA Mobile Berbasis Kemudahan Akses Layanan, Keamanan Sistem Aplikasi dan Kepercayaan Nasabah

Abstract

This study aims to examine and analyze the effects of ease of access, application system security, and customer trust on BCA Mobile user loyalty in the Depok area. This study, in light of the latest developments in banking digitalization, has encouraged the widespread use of mobile banking. However, several obstacles, such as access disruptions, data security concerns, and network instability, can impact user loyalty. This study uses a quantitative method with a Structural Equation Model analysis approach. Primary data is processed through testing stages including: Outer Model or Measurement Model, which includes Validity Test and Reliability, Inner Model or Structural Model, which includes the Coefficient of Determination, Model Fit Test, and Hypothesis Test. The tool used in this test is SmartPLS 4.0. The research findings reveal that the variables of ease of access and customer trust have a significant effect on BCA Mobile user loyalty. The variable of application system security has no effect on user loyalty.