The influence of e-wom, ease of use, perceived usefulness and perceived security on digital bank customer satisfaction in the greater jakarta area
Keywords:
Digital Banking, Customer Satisfaction, E-WOM, Perceived UsabilityAbstract
The development of digital banking services has changed the way customers evaluate financial services, from focusing on conventional service quality to digital experiences and perceived risk. Customer satisfaction is influenced not only by system performance but also by digital social interactions and confidence in service security. This study aims to analyze the influence of Electronic Word of Mouth (E-WOM), ease of use, perceived usefulness, and perceived security on digital bank customer satisfaction in the Greater Jakarta area. The study used a quantitative approach with a survey method of active digital bank users. Data analysis was conducted using Structural Equation Modeling–Partial Least Square (PLS-SEM) to evaluate the measurement and structural models. The results show that E-WOM, perceived usefulness, and perceived security have a positive and significant effect on customer satisfaction, while ease of use has no significant effect. Perceived security is the most dominant factor in shaping satisfaction. The research model has strong explanatory power, indicating that customer satisfaction is more determined by trust and functional benefits than operational ease.
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