Pengaruh Kualitas Pelayanan Elektronik dan Kepercayaan Terhadap Kepuasan Nasabah Mobile Banking BSI (Bank Syariah Indonesia) di Kota Malang

This research aims to: (1) describe the quality of electronic services, customer trust and satisfaction. (2) describe the influence of electronic service quality on customer satisfaction. (3) describe the influence of trust on customer satisfaction. (4) describe the influence of electronic service quality and trust on customer satisfaction. This sampling technique is nonprobability sampling with a total sample of 140 BSI mobile banking respondents. The analytical tool used in this research is multiple linear regression analysis. The results of this research conclude that: (1) electronic service quality, BSI mobile banking trust has a positive and significant effect on BSI Bank customer satisfaction in Malang City. (2) the quality of BSI mobile banking electronic services has a positive and significant effect on customer satisfaction. (3) customer trust (BSI) has a positive and significant effect on mobile banking (BSI) customer satisfaction in Malang City. (4) the quality of electronic services has a more dominant influence than trust on mobile banking (BSI) customer satisfaction in Malang City.