The Effect of Perceived Value and E-Trusts on Customer Satisfaction Using Bank Syariah Indonesia (BSI) Mobile Banking at Gen Z Medan Johor

Abstract

This study aims to examine the effect of perceived value, e-trust, and user satisfaction on BSI Mobile Banking users in Medan Johor. The population of this study is all BSI Mobile Banking users on Gen Z in Medan, Johor. The sample in this study was 100 respondents who used the BSI Mobile Banking application located in Medan, Johor. The sampling method in this study uses non-probability sampling with purposive sampling techniques. This research analyzed data using multiple linear regression analysis using the help of SPSS 25 program application. Based on the results of research and data analysis showed that based on the results of multiple linear regression analysis tests, a constant value (a) of 5.414 was obtained; (X1) of 0.160; and (X2) of 0.560 so that the multiple linear regression equation Y = 5.414 + 0.160 X1 + 0.560 X2 + e. So it can be concluded that the variables of perceived value and e-trust have an influence on customer satisfaction. Perceived Value and E-trust variables have a positive and significant influence on customer satisfaction of BSI mobile banking users in Medan, Johor.