THE INFLUENCE OF CUSTOMER PERCEPTION, TRUST, AND SERVICE QUALITY ON CUSTOMER DECISIONS IN USING ^BAS ISLAMIC DIGITAL^ MOBILE BANKING AT BANK SAMPANG
Syaifullah Asyik

Universitas Airlangga

Abstract

The development of internet technology that has changed various aspects of life including consumer
behavior. Consumer behavior is an act shown by consumers to find, buy, use, evaluate, and spend
products and services that are expected to satisfy the needs of these consumers. Consumer behavior in
this study consists of customer perception, trust, and service quality.
Based on this, there are four problems that become the main study in this study, namely: first, whether
customer perception, trust, and service quality simultaneously affect customer decisions in using BAS
Islamic Digital Mobile Banking at PT. BPRS Bakti Artha Sejahtera (Bank Sampang)- second, is there any
influence on customer perception on customer decisions in using BAS Islamic Digital Mobile Banking at
PT. BPRS Bakti Artha Sejahtera (Bank Sampang)- third, is there any influence of trust on the customer^s
decision to use BAS Islamic Digital Mobile Banking at PT. BPRS Bakti Artha Sejahtera (Bank Sampang)-
fourth, is there any influence on service quality on customer decisions in using BAS Islamic Digital Mobile
Banking at PT. BPRS Bakti Artha Sejahtera (Bank Sampang).
This study uses an associative type quantitative approach using multiple linear regression analysis which
is useful for measuring the strength of the relationship between one variable and another variable and
showing the direction of the relationship between the independent variable and the dependent
variable. The source of the data used is primary data obtained from the results of questionnaires
distributed to customers of PT. BPRS Bakti Artha Sejahtera (Bank Sampang) who uses or at least knows
about BAS Islamic Digital Mobile Banking.
The results showed that customer perception, trust, and service quality simultaneously had a significant
influence on customer decisions in using BAS Islamic Digital Mobile Banking at PT. BPRS Bakti Artha
Sejahtera (Bank Sampang). Customer perception variables have a positive effect and have a significant
effect on customer decisions. Trust variables have a positive effect and do not significantly affect
customer decisions. Service quality variables have a positive effect and have a significant effect on
customer decisions.

Keywords: Customer Perception, Trust, Service Quality, Customer Decision, Mobile Banking

Topic: Islamic finance and banking