Effect of Functional Failure, System Failure, Information Failure And Service Failures on the Use of M-Banking and its Relationship With Bca Mobile Customer Satisfaction in Indonesia
Abstract
The rapid development of technology has become the main driver of the emergence of digital-based products and
services. One of the technology-based banking service products is mobile banking. In Indonesia, the mobile banking
that has the most users is BCA Mobile. However, with the most users, the quality of BCA Mobile itself still often
complained about by its users. This study aims to determine how much influence functional failure, system failure,
information failure, and service failure have on the use of BCA Mobile and its relationship with user satisfaction. The
method used is quantitative method. The sampling technique uses SRS or simple random sampling with a sample size
of 400 respondents who are BCA Mobile users in Indonesia. Data collection using a questionnaire distributed via
Google Form. The data analysis technique used is SEM - PLS with SmartPLS 4.0 software. The results of this study
indicate that functional failures, system failures, information failures, and service failures are in the "Good" category.
Functional failure, information failure, and service failure have no effect on the use of BCA Mobile.Meanwhile, system
failure has a negative and significant effect on the use of BCA Mobile.And the use of BCA Mobil affects user
satisfaction.
Keywords-failure, mobile banking, satisfaction
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