PENGARUH KETERSEDIAAN FITUR CARDLESS, QUICK RESPONSE CODE INDONESIAN STANDARD (QRIS) DAN RISIKO TERHADAP TINGKAT KEPUASAN NASABAH PADA PENGGUNAAN MOBILE BANKING (STUDI KASUS : NASABAH BANK BJB DI JAWA BARAT)

The purpose of this study is to determine the influence of the Cardless feature, Quick Response Code Indonesian Standard (QRIS) and Risk on Customer Satisfaction with the object, namely Bank bjb. In this study, a quantitative approach is used with the causality method. The population in this study is all Bank bjb customers in West Java who use Digi Mobile Banking services. The number of samples taken was 110 people, with the sampling method using probability sampling and simple random sampling techniques. The data used in this study is primary data, namely by distributing questionnaires using Google Forms. The data analysis technique used in this study is a quantitative data analysis technique using statistical methods. The statistical method used is Partial Least Square (PLS). The results of the study show that the Cardless Feature partially has a positive and significant effect on Customer Satisfaction, the Quick Response Code Indonesian Standard (QRIS) Feature partially has a positive and significant effect on Customer Satisfaction, Risk partially has a positive and significant effect on Customer Satisfaction, Cardless Feature, Quick Response Code Indonesian Standard (QRIS) and Risk simultaneously have a positive and significant effect on Customer Satisfaction.

Keywords: Cardless Features, Quick Response Code Indonesian Standard
(QRIS), Risk, Customer Satisfaction, Mobile Banking