The Importance of Interface Design and Security Awareness in Improving Service Quality and Its Impact on Digital Customer Loyalty of Smart Mobile Banking

Interface design and security awareness in smart mobile banking applications are still of particular interest to practitioners and academics, as they support service quality and user loyalty. Therefore, this study specifically examines the role of interface design on security awareness and service quality so that it impacts smart mobile banking user loyalty. This study used a survey involving 180 samples. The survey data were analyzed using variance-based structural equation modeling (PLS-SEM) statistics. The results prove that interface design positively and significantly affects security awareness and service quality. Security awareness also has a positive and significant effect on service quality, and finally, service quality has a positive and significant effect on smart mobile banking user loyalty. This research shows banks that interface design and application security design are significant in improving application service quality to encourage smart mobile banking user loyalty.