Analisis Kesuksesan Aplikasi myBCA Menggunakan Model DeLone dan McLean

Azzahra, Septi Putri (2025) Analisis Kesuksesan Aplikasi myBCA Menggunakan Model DeLone dan McLean. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

myBCA is a mobile banking application introduced by Bank Central Asia Tbk in 2021 as an upgrade to BCA Mobile. Its main feature is a Single User ID to access multiple accounts with one login. Despite this advantage, users still experience issues such as sudden errors, login failures, difficulty opening online accounts, slow OTPs, and unstable app performance. This study aims to evaluate the success of myBCA using six variables: system quality, information quality, service quality, use, user satisfaction, and net benefit. Data were collected from 100 respondents in Palembang City and analyzed using PLS-SEM with SmartPLS 4.1.0.3. Of nine hypotheses, six were supported, while three were rejected: information quality on user satisfaction, use on user satisfaction, and use on net benefit. The findings suggest that system quality and service quality are key success factors, while user satisfaction significantly affects perceived benefits. The recommendations from this research are the importance of improving application reliability and performance, response speed, service improvements and technical support. Future research should consider additional variables to deepen understanding of application success in the banking sector.

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