Abstract
The development of Islamic digital banking services through the mobile banking BSI application still faces several challenges, including system disruptions, suboptimal account migration, an interface that is not easy to understand, and customers' concerns regarding transaction security. These conditions are considered to influence customers' intention to use the application. This study aims to analyze the effects of perceived usefulness, perceived ease of use, and trust on intention to use, with user satisfaction serving as a mediating variable. This study employed a quantitative approach using a survey method by distributing questionnaires to Bank Syariah Indonesia customers as respondents. Data were collected from 100 BSI mobile banking users in Jambi Luar Kota District selected through purposive sampling and analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method. The results indicate that perceived usefulness has no significant effect on intention to use or user satisfaction. Perceived ease of use has no significant effect on intention to use but has a positive and significant effect on user satisfaction. Meanwhile, trust has a positive and significant effect on both intention to use and user satisfaction. Furthermore, user satisfaction has a positive effect on intention to use and mediates the relationship between perceived ease of use and trust toward intention to use. Based on these findings, it can be concluded that trust is the most influential factor in encouraging customers to use BSI mobile banking. Therefore, improving system security, reliability, and digital banking service quality should be the primary priorities for Bank Syariah Indonesia.
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