The Effect of Service Quality, Trust and Ease of Use of Mobile Banking on Customer Satisfaction of Bumn Banks in Jakarta

Banking services in the form of mobile banking have various features for payments, purchases, and money transfers that are increasingly used by the public in transactions from home and anywhere. Mobile banking transactions provide and offer convenience for customers through a variety of operational services. Mobile banking transaction facilities via smartphones are services that can create customer satisfaction for BUMN Banks. The analysis method for testing customer satisfaction using Google Form in this study uses quantitative data with a sample of 100 customers in Jakarta using the purposive sampling technique. The analysis tool used is SPSS. Data analysis uses multiple linear regression analysis. The results of the study show that service quality, trust and ease of use affect customer satisfaction for BUMN Bank mobile banking (Bank Mandiri) in Jakarta. Ease of use obtains a dominant value compared to service quality, trust, and customer satisfaction.