Margareta Lipat Laen 

Faculty of Administrative Sciences, Dr. Soetomo University, Surabaya, East Java, Indonesia 

Liling Listyawati 

Faculty of Administrative Sciences, Dr. Soetomo University, Surabaya, East Java, Indonesia 

Anita Asnawi 

Faculty of Administrative Sciences, Dr. Soetomo University, Surabaya, East Java, Indonesia 

Damajanti Sri Lestari 

Faculty of Administrative Sciences, Dr. Soetomo University, Surabaya, East Java, Indonesia 

Galuh Ajeng Ayuningtyas i 

Faculty of Administrative Sciences, Dr. Soetomo University, Surabaya, East Java, Indonesia 

DOI: 

ABSTRACT 

The study is intended to seek the link of trust, the quality of mobile banking services, and the satisfaction of mobile banking users at BRI Waiwerang Unit. The background of this research addresses the phenomenon of some customers' low trust in mobile banking services due to concerns about transaction security and internet network limitations. The research method employed was a quantitative approach, collecting data through questionnaires from 80 respondents who were BRI Unit Waiwerang mobile banking users. Data analysis was carried out using validity, reliability, classical assumption tests, multiple linear regression, as well as F tests and t tests. The results showed that trust had a positive and significant effect on customer satisfaction with a coefficient value of 0.507 and a significance of 0.000 (<0.05). However, service quality did not have a significant partial effect on customer satisfaction, with a significance value of 0.078 (>0.05). Simultaneously, trust and service quality had a significant effect on customer satisfaction with a Fcal value of 218.736 and a significance of 0.000. An R² value of 0.850 indicates that both independent variables can explain 85% of the variation in customer satisfaction. These results indicate that increasing customer trust is the main factor in increasing satisfaction with mobile banking services at BRI Waiwerang Unit      

Keywords: Trust, Service Quality, Mobile Banking, Customer Satisfaction, BRI