The Effect of E-Service Quality and Perceived Security on the Intention to Use Brimo Through Trust Among BRI Customers at City Medan
DOI:
https://doi.org/10.55927/ijems.v4i3.70Keywords:
E-Service Quality, Perceived Security, Trust, and Intention to Use BRImoAbstract
The use of BRImo as a mobile banking service of PT Bank Rakyat Indonesia (Persero) Tbk has continued to increase. However, customers’ intention to use the application is still influenced by the quality of electronic services, system security, and the level of trust in the application. Customers tend to use BRImo continuously when the application provides fast, convenient, secure, and reliable services. This study aims to examine the effect of E-Service Quality and Perceived Security on the Intention to Use BRImo through Trust among BRI customers in Medan City. This study employed a quantitative descriptive approach with a causal research design. Data were collected through questionnaires using an interval scale. The population consisted of BRI customers who use BRImo in Medan City. A total of 197 respondents were selected using purposive sampling. Data were analyzed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) with the assistance of SmartPLS 4 software. The results indicate that E-Service Quality and Perceived Security have a positive and significant effect on Trust and Intention to Use BRImo. Furthermore, Trust has a positive and significant effect on Intention to Use BRImo. Trust was also proven to act as an intervening variable that mediates the effect of E-Service Quality and Perceived Security on Intention to Use BRImo. Improving the quality of electronic services and system security will enhance customer trust, which in turn increases customers’ intention to use BRImo among BRI customers in Medan City
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