The Effect of Information System Success Model, Information Security, and Customer Satisfactions on Digital Bank Applications

Abstract

The digital bank services can be defined as banking services or activities using electronic or digital facilities owned by the Bank, and/or through digital media owned by prospective customers and/or Bank customers, which are carried out independently. The objective of research is to analyze the factors influencing customer satisfaction of digital banks in Indonesia, because in recent years the adoption process for digital banks in Indonesia has been quite massive by offering unique advantages in each application. This research is involving Information System Success Model, Information Security, and Customer Satisfaction. Then, the research was conducted using a quantitative method by distributing questionnaires on Google Forms through social media within three weeks and obtaining a total of 250 respondents. Data processing is carried out through SMART PLS by involving PLS-SEM and Bootstrapping Analysis. The results of the study states that customer satisfaction is influenced by information quality, perceived security, and perceived privacy. In contrast with that, service quality and system quality do not able to support customer satisfaction. Through this research, we suggest that digital bank management should optimize the information quality, perceived security, and perceived privacy because there is a significant relationship on customer satisfaction.