Satisfaction of Using Mobile Banking in Islamic Banks: TTF and Information Quality Perspective

Abstract

The purpose of this paper is to evaluate the impact of Fit Technology Task (TTF) and Information Quality (QI) on User Satisfaction (US) mobile banking applications in Islamic banking in Jakarta, Indonesia. Quantitative methodology was used in this study and data was collected through a written questionnaire. The measurement items used in the operationalization of the research instruments were adopted from previous related studies. The findings show that the suitability of technology and tasks of mobile banking customers, and the quality of information about mobile banking applications are important factors that influence customer satisfaction. This research is only limited to the study of the influence of TTF and IQ and still requires further research to observe the factors that influence customer satisfaction in using mobile banking. Through this research, it is expected to be able to make a positive contribution to finance and technology, especially with the development of Fintech (financial technology) and banking technologies such as mobile banking. Practically, this research is expected to contribute to Islamic banking in Indonesia by taking into account the development of mobile banking application technology that is able to provide compatibility between technology and tasks and technology that is able to provide optimal quality information to generate customer satisfaction in using mobile banking.