The impact of Data Security, Ease of Use, and Access Speed on User Trust in Mobile Banking Applications

This study aims to analyze the effect of data security, ease of use, and access speed on user trust in mobile banking applications in Indonesia. In the growing digital era, user trust is a crucial factor in determining the success of mobile banking applications. This research adopts a case study approach by selecting two widely used mobile banking apps in Indonesia: Bank Mandiri and Bank BNI. Data were collected through in-depth interviews with 20 active users of the apps, as well as observation of the apps' interface and features. The study used thematic analysis to identify key themes that influence users' perceptions and trust in the apps. The results show that data security is the most influential factor on user trust, followed by the ease of use of the app, which also plays an important role in increasing user trust. Meanwhile, although access speed does have an impact, it is less significant compared to the other two factors. The findings provide important insights for mobile banking app developers to improve these aspects, strengthen user trust and loyalty, and promote the adoption of digital banking technology in Indonesia.