Security and perceived ease of use in mobile banking users in Islamic banks: The mediating role of customer trust

Abstract

This study aims to examine the effects of security and perceived ease of use on BSI Mobile usage, with customer trust as an intervening variable. An explanatory research design was applied using survey data collected from 100 BSI Mobile users in Malang, Indonesia, selected through purposive sampling. Data were analyzed using Structural Equation Modeling with the Partial Least Squares (SEM-PLS) approach to ensure accurate measurement of both direct and indirect relationships among variables. The results indicate that security has a positive and significant direct effect on both trust and BSI Mobile usage. This suggests that users are more likely to adopt and continue using mobile banking services when they perceive the system as secure and reliable. Perceived ease of use also positively and significantly influences trust and mobile usage, indicating that a simple, intuitive, and user-friendly interface can enhance user confidence and satisfaction. Mediation analysis reveals that trust mediates the relationship between perceived ease of use and BSI Mobile usage, highlighting the importance of building user confidence through accessible technology. However, trust does not mediate the relationship between security and mobile usage, indicating that security independently drives user behavior without necessarily relying on trust as an intermediary factor. These findings suggest that strong security systems directly enhance users’ willingness to adopt mobile banking, while ease of use increases usage primarily by strengthening customer trust. Therefore, improving security features, ensuring data protection, and developing user-friendly interfaces are essential strategies to encourage sustained use and long-term engagement with Islamic mobile banking services.