Rangkuti, Freddy, 2006, Measuring Customer Satisfication, Jakarta: Gramedia Pustaka Utama. Permendagri Nomor 9 tahun 2011 tentang Pedoman Penerbitan Kartu Tanda Penduduk Berbasis Nomor Induk. Peraturan Presiden Nomor 35 tahun 2010 tentang perubahan atas Peraturan Presiden Nomor 26 tahun 2009 tentang Penerapan KTP berbasis NIK secara Nasional Peraturan Presiden Nomor 26 tahun 2009 tentang penerapan KTP berbasis NIK secara Nasional. Parasuraman, Zeithaml and Berry, 1997, “A Conceptual Model of Services Quality and Its Implications for Future Reseach, Journal of Marketing, Vol.49. Studi Kebijakan Publik dan Pelayanan Publik. McNabb, David E., 2002, Research Methods in Public Administration and Non-Profit Management: Quantitative and Qualitative Approaches, M.E. The Marketing Aspects of Service Quality,” in Emerging Perspectives on Services Marketing. Transforming Government: People, Process and Policy, Vol. E-government Application: An Integrated Model on G2C Adoption of Online Tax. Hussein, Ramlah, Mohamed, Norshidah, Ahlan, Abd Rahman, and Mahmud, Murni. Gaspersz, Vincent, 2001, Total Quality Management, Translation by Al Ghozei Usman, LP3ES, Jakarta. Manajemen Kualitas Dalam Industri Jasa, Jakarta: PT.
1979, Quality Is Free: The art of Making Quality Certain, New York: McGraw-Hill. Cole, Martin and Parston, Greg, 2006, Unlocking Public Value: A New Model for Achieving High Performance in Public Service organization, New Jersey: John Wiley & Sons. Mewujudkan Good Governance Melalui Pelayanan Publik. Prosedur Penelitian Suatu Pendekatan Praktek, Edisi Revisi. This quantitative choice is because it is a type of research activity whose specifications are systematic, well-planned, and clearly structured from the beginning to the making of research designs, both regarding research objectives, research subjects, research objects, data samples, data sources, and methodologies.Aykac, Aydyn, Ates, Cetin, 2009, “Effects of Service Quality on Customer Satisfac- tion and Customer Loyalty: Marmara University Hospital”, International Congress on Performance and Quality in Health (Uluslararasi Saglikta Performans ve Kalite Kongresi), March 19-21, 2009, Antalya, Turkey. In this study, researchers used quantitative research.
This study aims to determine the effect of perceived ease of use, perceived benefits, risks, access capabilities, and security on the use of mobile banking. Therefore, banking institutions try to provide service satisfaction to their customers by providing banking facilities, in the form ofumobile banking services to conduct transactions or business. In Indonesia, mobile banking is not a new thing, because it has become part of banking innovation in following global business competition.
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