Citation:

Sekar Ranum Kinanthi, Maris Agung Triandewo. "Factors Affecting Customer Satisfaction of BRI Mobile Users in DKI Jakarta" International Research Journal of Economics and Management Studies, Vol. 4, No. 7, pp. 245-253, 2025.

Abstract:

The purpose of this study is to analyze and test whether factors such as Trust, Mobile Interface Usability, Accessibility and Perceived Risk can affect Customer Satisfaction of BRI Mobile users in DKI Jakarta. This research was conducted with a descriptive and causal approach, and the variables were measured using a five-point Likert scale with a convenience sampling technique with 150 respondents. Data analysis was carried out using multiple linear regression statistical test tools. The findings show that Mobile Interface Usability and Perceived Risk have a positive influence positively on Customer Satisfaction; however, Trust and Accessibility have no influence on Customer Satisfaction. The practical implications of this research indicate that two out of the four variables—Trust and Accessibility—do not affect Customer Satisfaction. Therefore, to improve Customer Satisfaction with the use of BRI Mobile, aspects related to these two variables need to be enhanced, such as expanding the infrastructure coverage of BRI Mobile, which can facilitate easier and more efficient access to the service for customers. These efforts are expected to improve users' trust in BRI Mobile. When users find that the service is easily accessible, it can form a foundation for building trust in the reliability and quality of the service.

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Keywords:

Analytical Hierarchy Process, Balanced Scorecard, Material Replenishment, Performance Management System, Soft Systems Methodology, Oil and Gas Supply Chain.