THE INFLUENCE OF EASE OF USE, SERVICE FEATURES, AND CUSTOMER EXPERIENCE ON THE DECISION TO USE BSI MOBILE AS A MULTIPURPOSE TRANSACTION TOOL IN THE GENERATION Z MARKETPLACE
DOI:
https://doi.org/10.30631/fphhep38Keywords:
Customer Decision, Mobile Banking, Generation Z.Abstract
The purpose of this study is to determine the effect of ease of use, service features, and customer experience partially and simultaneously on the decision to use BSI mobile as a multipurpose tool for Generation Z. This study uses a quantitative method with data processing and analysis methods in the form of data quality tests, classical assumption tests, multiple regression analysis, and hypothesis tests. The results of this study indicate that ease of use has an influence on the decision to use BSI Mobile as a multipurpose transaction tool in the Generation Z marketplace. Service features have an influence on the decision to use BSI Mobile as a multipurpose transaction tool in the Generation Z marketplace. Customer experience has an influence on the decision to use BSI Mobile as a multipurpose transaction tool in the Generation Z marketplace. Simultaneously, the variables of ease of use, service features, and customer experience influence the decision to use BSI Mobile as a multipurpose transaction tool in the Generation Z marketplace.
References
Agustiono, Sari Listyorini, and Hari Susanta Nugraha. 2022. “Pengaruh Customer Experience Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Masyarakat Semarang Pengguna Linkaja)/52/Adm. Bisnis/2022”, Jurnal Ilmu Administrasi Bisnis, vol. 11, no. 2.
Alfa, Lady Ragia, et al. 2024. "Pengaruh Religiusitas dan Pengetahuan Konsumen terhadap Keputusan Pembelian Properti pada PT. Griya Permata Kencana Jambi." JURNAL RISET MANAJEMEN DAN EKONOMI (JRIME) 2.1: 265-285.
Ardhansyah Putra, and Dwi Saraswati. 2020. Bank Dan Lembaga Keuangan Lainnya, Surabaya: CV. Jakad Media Publishing.
Azka Zarkasya Djakaria. 2023. Pengaruh Kemudahan Penggunaan terhadap Keputusan Pembelian Online pada Shopeefoor. International Journal Administration Business and Organization, 4(2).
Chitra Laksmi Rithmaya. 2016. “Pengaruh Kemudahan Penggunaan, Kemanfaatan, Sikap, Risiko Dan Fitur Layanan Terhadap Minat Ulang Nasabah Bank Bca Dalam Menggunakan Initernet Banking” Jurnal Riset Ekonomi Dan Manajemen, vol. 16, no. 1, 160-177.
Chitra Laksmi Rithmaya. 2016. “Pengaruh Kemudahan Penggunaan, Kemanfaatan, Sikap, Risiko Dan Fitur Layanan Terhadap Minat Ulang Nasabah Bank Bca Dalam Menggunakan Initernet Banking” Jurnal Riset Ekonomi Dan Manajemen, vol. 16, no. 1, , 160-177.
Departemen Agama Republik Indonesia, Al Qur’an dan Terjemahannya. 2020. CV. Kathoda, Jakarta.
Dewi Sartika Nasution, Muhammad Muhajir Aminy, and Lalu Ahmad Ramadani. 2019. Ekonomi Digital. Jakarta: Sanabil.
Dirwan. 2022. “Keputusan Nasabah Menggunakan Mobile Banking Dari Sisi Kemudahan, Manfaat, dan Kenyataan. SEIKO” Journal of Management & Business, vol. 5, no. 1, 323–332.
Fadila Rameyza, Meilana Widyaningsih, and Arisa Dwi R. 2022. “Pengaruh Persepsi Kegunaan, Kemudahan dan Pengetahuan Informasi Terhadap Keputusan Penggunaan Aplikasi BSI Mobile (Studi Kasus Nasabah BSI Kabupaten Sukoharjo)” Rizquna: Jurnal Hukum dan Ekonomi Syariah, vol. 1, no. 2.
Firnanda, M. H, dan Ahmadi, M. A. 2025. Pengaruh Kemudahan Fitur Layanan Terhadap Keputusan Pengguna Bank BCA dengan Peran Mediasi Kualitas Pelayanan, Jurnal Riset Multidisiplin Edukasi, Vol. 2 No. 1. : 145-159.
Fuad Hasyim, Sherly Oktaviana dan Desila Rosiana Putri. 2023. Keputusan Penggunaan BSI Mobile ditinjau dari Kemudahan, Kemanfaatan dan Keamanan Fitur Layanan pada Generasi Milenial di Wilayah Solo Raya, Jurnal Baabu Al-Ilmi: Ekonomi dan Perbankan Syariah, Vol.8, No.1, 78.
Ghozali Maski. 2019. "Analisis keputusan nasabah menabung: Pendekatan komponen dan model logistik studi pada bank syariah di Malang." Journal of Indonesian Applied Economics, vol. 4, no. 1.
Martiati Tirta Wiyata, Elisya Pramana Putri, and Ce Gunawan. 2020. “Pengaruh Customer Experience, Ease of Use, dan Customer Trust Terhadap Repurchase Intention Konsumen Situs Jual Beli Online Shopee di Kalangan Mahasiswa Kota Sukabumi” Cakrawala, vol. 3, no. 1, 11–21.
Nurbaeti, Ayi. 2022. "Konsumsi dalam perspektif ekonomi islam." Azmina: Jurnal Perbankan Syariah 2.1 : 15-27.
Philip Kotler and Kevin Lane Keller. 2019. Marketing Management. America, Pearson.
Ramlah & Rafidah. 2023. The Influence of Perceptions of Benefits, Ease, And Speed of Transactions on Customer Decisions To Use Mobile Banking Facilities At Indonesia Sharia Bank (BSI). Journal of Management and Islamic Finance, 3(1): 51.
Siti Nur Muthiah, Emi Yulia Siska, Lemiyana. 2024. Pengaruh Teknologi Informasi dan Fitur Layanan Terhadap Keputusan Nasabah Menggunakan Aplikasi BSI Mobile (Studi Kasus Bank Syariah Indonesia KCP Palembang Demang), JEBS: Jurnal Ekonomika dan Bisnis, Vol.4 No.4.
Soetam Rizky Wicaksosno. 2021. Teori Dasar Technology Acceptance Model. Malang: CV. Seribu Bintang.
Syaparuddin. 2021. "Edukasi Ekonomi Islam Perilaku Konsumen Muslim." Yogyakarta: Trust Media Publishing.
Tuasyana. 2022. Eksplorasi Faktor-Faktor Yang Mempengaruhi Perilaku Adopsi Transaksi Nontunai Dengan Model Utaut Pada Generasi Milenial. Surabaya: Qiara Media.
Downloads
Published
Issue
Section
Categories
License
Copyright (c) 2025 MARGIN: Journal of Islamic Banking
This work is licensed under a Creative Commons Attribution 4.0 International License.
International Journal of Islamic Education, Research, and Multiculturalism is published under the terms of Creative Commons Attribution 4.0 International License / Attribution - Non Commercial-Share Alike 4.0 International (CC BY-NC-SA 4.0) This license permits anyone to copy and redistribute this material in any form or format, compose, modify and obtain these materials for any purpose, as long as they give credit to the author for the original copyright.
