ANALISIS PENGARUH PENAMBAHAN FITUR CARDLESS PADA MOBILE BANKING BCA TERHADAP KEPUASAN NASABAH BCA DI PONTIANAK

Abstract

Mobile Banking is one of the developments in digital banking. Bank Central Asia (BCA) is one of the private banks in Indonesia that also provides financial service facilities called mobile banking. The last feature that has been updated by Bank Central Asia (BCA) for the mobile banking application is the cardless feature which provides benefits and convenience for customers in conducting transactions. The benefits and ease of use greatly affect customer satisfaction in using the application. The Technology Acceptance Model (TAM) or commonly referred to as the Technology Acceptance Model (TAM) is used to predict user acceptance of the use of technology. This study aims to determine whether the Technology Acceptance Model (TAM) variables, namely Perceived Ease of Use and Perceived Usefulness simultaneously and partially have a significant effect on customer satisfaction using cardless features on BCA mobile banking in Pontianak. The author uses an associative research method. The data was collected by distributing questionnaires online to one hundred respondents who are users of the cardless features of the BCA mobile banking in Pontianak. The results showed that the variable that contributed the most was the Perceived Usefulness variable. This is shown by customers who are greatly helped by this feature when they do not carry an ATM card as a condition for making transactions.