Factors Affecting Digital Banking Customer Satisfaction in Indonesia using D&M Model

Abstract

Digital banking is one of the banking services provided to customers, where all services are not carried out by visiting the bank in question, but all through applications or digital technology devices directly. This research was conducted based on previous research, where the number of customers saves their funds and money in the bank for future needs, then the business and their belongings are guaranteed on the security side, as well as the number of customer desires in accelerating the services provided by the bank to the higher the use of internet technology in banking services lately. By knowing the importance of digital banking services in the current digital era 4.0, the purpose and objective of this paper are to find out and provide an overview of the factors that influence customer satisfaction in using the digital banking services in question The method used is the D&M Model (Delone and Mclean Model), where this method is one of the models used to measure the success or failure of an information system used. The variables in the model include Transaction Quality, Responsiveness, Usefulness, and Ease of Use as part of Service Quality, History, Assurance, and Data Privacy as part of Information Quality, and Trust and Access Control as part of System Quality. This research collects data in a questionnaire distributed to digital banking users through a non-probability sampling method using a data collection technique, namely, snowball sampling. For information, the number of respondents obtained is 410 respondents, of which 56% are male and 44% are female. Further analysis concluded that the various variables significantly affect user satisfaction in using digital banks. For example, the access control variable has a value of 3.453 (on t-statistics), which shows that the access control variable has a significant value among other variables.

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