Analisis Penerimaan (Acceptance) Dan Kepuasan (Satisfaction) Pengguna Aplikasi Mobile Banking Byond BY BSI Menggunakan Model TAM Dan EUCS

Fajar, Aditya M (2026) Analisis Penerimaan (Acceptance) Dan Kepuasan (Satisfaction) Pengguna Aplikasi Mobile Banking Byond BY BSI Menggunakan Model TAM Dan EUCS. Skripsi thesis, UIN Imam Bonjol Padang.

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Abstract

This study examines user acceptance and user satisfaction toward the Byond by BSI mobile banking application developed by Bank Syariah Indonesia as part of its digital transformation initiative. Although the application offers digital banking convenience, user feedback indicates concerns related to usability, system stability, and service quality, necessitating an evaluation from the users’ perspective. A quantitative survey approach was employed using purposive sampling, involving active users who had conducted at least two transactions. User acceptance was analyzed using the Technology Acceptance Model (TAM), focusing on perceived usefulness, perceived ease of use, and attitude toward using. User satisfaction was evaluated separately using the End User Computing Satisfaction (EUCS) model, encompassing content, accuracy, format, ease of use, and timeliness. Data were analyzed using statistical software. The findings reveal that user acceptance is significantly influenced by perceived ease of use and perceived usefulness. Meanwhile, user satisfaction is primarily affected by content quality, interface format, ease of use, and service timeliness. Although the application has been generally accepted by users, improvements in system reliability and service performance remain necessary to enhance overall satisfaction. This study contributes to the literature on information system acceptance and satisfaction while providing practical recommendations for improving digital banking service quality.

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