The Role of Perceived Risk and Perceived Ease of Use Mediates the Effect of Service Quality on Mobile Banking Use (Study on BNI Mobile Banking Users in Denpasar City)

International Journal of Economics and Management Studies

© 2023 by SSRG - IJEMS Journal

Volume 10 Issue 7

Year of Publication : 2023

Authors : Marlien Christin Wie Rido, I Made Wardana, I Gusti Ayu Ketut Giantari, Gede Suparna

10.14445/23939125/IJEMS-V10I7P101

How to Cite?

Marlien Christin Wie Rido, I Made Wardana, I Gusti Ayu Ketut Giantari, Gede Suparna, "The Role of Perceived Risk and Perceived Ease of Use Mediates the Effect of Service Quality on Mobile Banking Use (Study on BNI Mobile Banking Users in Denpasar City)," SSRG International Journal of Economics and Management Studies, vol. 10,  no. 7, pp. 1-12, 2023. Crossref, https://doi.org/10.14445/23939125/IJEMS-V10I7P101

Abstract:

The purpose of this study was to explain the role of perceived risk and perceived ease of use in mediating the effect of service quality on the use of BNI Mobile Banking in Denpasar City. The population in this study are all customers who are active users of BNI Mobile Banking in Denpasar City in 2022. The number of samples taken was 100 respondents using probability sampling technique, simple random sampling with sample criteria, namely active customers using BNI Mobile Banking during 2022. Data collection was carried out by distributing questionnaires and analyzed using the SEMPLS analysis technique. The results of the study found that service quality and perceived ease of use had a positive and significant effect on the use of BNI Mobile Banking, service quality had a negative and significant effect on perceived risk, service quality had a positive and significant effect on perceived ease of use, perceived risk had a negative and significant effect on the use of mobile banking, perceived ease of use has a positive and significant effect on perceived risk, as well as perceived risk and perceived ease of use are able to mediate service quality on the use of BNI Mobile Banking.

Keywords:

Perceived risk, Perceived ease of use, Service quality, Mobile banking use.

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