The Influence of Feature Integrity and Service Quality on User Satisfaction with the BCA Mobile Application in Samarinda City
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Abstract
Convenient banking services are highly sought after by customers, driven by the fast-paced nature of digital mobilization. This societal trend has spurred banking innovations aimed at creating more practical solutions, specifically through digital banking services such as mobile banking. This study aims to examine the influence of service feature integrity and service quality applying the SERVQUAL dimensions on user satisfaction with the BCA Mobile application, focusing on users in the city of Samarinda. The study employs a quantitative approach, utilizing SPSS version 25.0 for data analysis. A sample of 130 BCA Mobile users in Samarinda was selected using Cochran’s formula. The findings indicate that both service feature integrity and service quality have a significant impact on user satisfaction with BCA Mobile in Samarinda. Collectively, these independent variables—service feature integrity and service quality—contribute simultaneously to user satisfaction with the BCA Mobile application in the city of Samarinda.
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