The Influence of Service Features and Security on Customer Satisfaction Using Bank Sumut Mobile Banking with Trust as an Intervening Variable

Abstract

This study analyzes the influence of service features and security on customer satisfaction in the context of mobile banking at Bank Sumut, with trust serving as an intervening variable. Using a quantitative approach, data were collected from active mobile banking users through a structured questionnaire. The analysis was conducted using SmartPLS to examine direct and indirect effects among variables. The results show that service features and security have a significant positive influence on trust, which subsequently affects customer satisfaction. Trust is also confirmed as a significant mediator in the relationship between service features, security, and satisfaction. These findings highlight the importance of improving digital service quality and security mechanisms to strengthen user trust and enhance satisfaction in mobile banking services.