Analysis of the Acceptance of m-BCA and myBCA Digital Services and Their Impact on Customer Satisfaction at PT Bank Central Asia Tbk

Silvy Bastalia Zevanya; Putu Nina Madiawati; Yogi Suprayogi

doi:10.55927/fjmr.v4i12.653

Authors

Silvy Bastalia Zevanya Telkom University
Putu Nina Madiawati Telkom University
Yogi Suprayogi Telkom University

DOI:

https://doi.org/10.55927/fjmr.v4i12.653

Keywords:

Perceived Ease of Use, Perceived Usefulnes, Perceived Security, Customer Satisfaction, Digital Banking

Abstract

This study examines the influence of Perceived Ease of Use, Perceived Usefulness, and Perceived Security on Customer Satisfaction among users of BCA’s digital banking applications, m-BCA and myBCA. This study employs a quantitative approach using data collected from 200 respondents through an online questionnaire. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that perceived ease of use and perceived usefulness have positive and significant impacts on customer satisfaction. In addition, perceived security plays a critical role in enhancing users’ confidence and overall satisfaction. Moreover, perceived security is found to mediate the relationships between perceived ease of use and customer satisfaction, as well as between perceived usefulness and customer satisfaction, highlighting its function as a key psychological mechanism in the adoption of digital banking services.. The findings reinforce the relevance of the Technology Acceptance Model (TAM) in the context of mobile banking and highlight the strategic importance of usability, system benefits, and security assurance in enhancing user satisfaction. This study provides both theoretical contributions to the understanding of digital banking adoption and practical recommendations for improving the quality and security of BCA’s mobile banking services.

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