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"Peningkatan aktivitas pembayaran dan transaksi online mendorong transformasi produk dan layanan perbankan. Di era big data, ulasan menjadi penting bagi bank untuk mengetahui tingkat kepuasan nasabah sebagai masukan untuk perbaikan. Saat bank merilis aplikasi mobile banking di Google Play Store, pelanggan dapat memberikan ulasan tentang pengalaman mereka menggunakan aplikasi tertentu. Tujuan dari penelitian ini adalah untuk memahami sentimen pengguna aplikasi mobile banking melalui analisis sentimen. Metode Natural Language Processing (NLP) digunakan untuk mengekstrak data teks, meliputi: pra-proses, analisis sentimen setiap ulasan dan analisis lima dimensi kualitas layanan berbasis mobile. Beberapa masalah dan dimensi kualitas layanan harus ditingkatkan untuk memenuhi kebutuhan pelanggan. Dengan adanya kemungkinan pengguna untuk terus menggunakan mobile banking, bank dapat memprediksi perilaku pelanggan di masa mendatang.

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Increased online payment and transaction activities drive the transformation of banking products and services. In the big data era, reviews are important for banks to discover customer’s satisfaction levels as input for improvement. As banks release mobile banking applications in Google Play Store, customers can leave reviews regarding their experience using certain applications. The purpose of this study is to understand customer sentiment of mobile banking applications through sentiment analysis. Natural Language Processing (NLP) method is used to extract the text data, including: pre-processing, analysing the sentiment of each review and analysing the sentiment of five dimensions of e-service quality. Some issues and dimensions of service quality should be improved to satisfy customers’ needs. Discovering the probability of continuing to use mobile banking, a bank may predict the future behaviour of the customers."

"Perbankan di Indonesia telah meluncurkan aplikasi perbankan seluler dengan tujuan untuk memberikan pengalaman layanan yang baik bagi nasabah. Bank harus meningkatkan efektivitas aplikasi perbankan seluler mereka untuk memberikan peningkatan nilai aplikasi tersebut. Dalam upaya menemukan ruang perbaikan bagi perbankan, penelitian ini dilakukan untuk mengetahui topik yang umum dibicarakan serta mengetahui sentimen ulasan pengguna layanan perbankan seluler di Indonesia pada ulasan Google Play yang dimiliki oleh BNI, BCA, dan Mandiri. Penelitian ini menambah penerapan text mining dan membantu pengembang platform digital perbankan ulasan dengan efisien, dan mendukung pengambilan keputusan dan strategi bisnis unggul. Tiga algoritma klasifikasi sentimen, yaitu logistic regression, naïve bayes, dan support vector machine digunakan dalam penelitian ini. Algoritma dijalankan pada pemodelan train data, k-fold cross validation data train, k-fold cross validation semua data, dan prediksi data test. Pemodelan topik adalah LDA (Latent Dirichlet Allocation) untuk kategori sentimen. Algoritma logisitc regression memiliki akurasi tertinggi yaitu 97,00 %. Model digunakan pada data baru, diketahui ulasan didominasi dengan sentimen negatif yaitu sebesar 62,22% atau sebanyak 7.374 sedangkan ulasan sentimen positif sebesar 37,78% atau sebanyak 4.477 ulasan. Pemodelan topik ulasan aplikasi perbankan seluler sentimen positif memiliki nilai koheren tertinggi 0,649 dengan jumlah 19 topik membahas kemudahan dan kelancaran transaksi, kelengkapan fitur, keamanan, akses dan login, kecepatan dan efisiensi, dan kemudahan penggunaan. Pemodelan topik ulasan aplikasi perbankan seluler sentimen negatif memiliki nilai koheren tertinggi 0,440 dengan jumlah 18 topik membahsas push notifikasi uang masuk, top-up dan transfer gagal, kesulitan login aplikasi perbankan seluler, update mengganggu, gagal transaksi, saldo terpotong saat gagal transaksi, error sistem, kendala BI-Fast dan kartu, dan masalah verifikasi. Kata kunci: pemodelan topik, analisis sentimen, text mining, aplikasi perbankan seluler, ulasan aplikasi.

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Banks in Indonesia have launched mobile banking to provide good experience for customers. However, digital mobile banking services in Indonesia are considered unideal. Banks shall increase the effectiveness of their mobile banking applications to gain value added. Finding room for improvement can be done by analyzing mobile banking user feedback in the Google Play review column. This research aims to determine the topics that are commonly discussed and expected as well as to find out the sentiment of reviews of mobile banking owned by BNI, BCA, and Mandiri. This research enhances the application of text mining and helps digital banking platform developers analyze reviews efficiently, supporting decision-making and superior business strategies. Three sentiment classification algorithms, namely logistic regression, naïve Bayes, and support vector machine were used in this research. Each algorithm is run for modeling train data, k-fold cross validation of train data, k-fold cross validation of all data, and prediction of test data. Topic modeling is LDA (Latent Dirichlet Allocation) for each sentiment category. The logical regression algorithm is the highest accuracy, 97.00%. Apply model for new data, 62.22% or 7,374 reviews are dominated by negative sentiment, while positive sentiment reviews are 37.78% or 4,477 reviews. Topic modeling of mobile banking review with positive sentiment has the highest coherent value of 0.649 with 19 topics discusses ease and smoothness of transactions, completeness of features, security, access and login, speed and efficiency, and ease of use. Meanwhile, topic modeling with negative sentiment has the highest coherent value of 0.440 with a total of 18 topics discusses push notifications for incoming money, failed top-ups and transfers, difficulties login to mobile banking, annoying updates, failed transactions, balances deducted when transactions fail, system errors, BI-Fast and card problems, and verification problems."

"Penelitian ini bertujuan untuk menganalisis faktor perspektif individu di Indonesia untuk mengadopsi aplikasi mobile banking. Model dibangun dengan mengadopsi teori model E-Government Adoption Model dan Customer Relationship Management. Penelitian ini menggunakan pendekatan kuantitatif dengan kuesioner online yang melibatkan 444 responden pengguna aplikasi mobile banking di Indonesia. Pengolahan data dilakukan menggunakan Covariance-Based Structural Equation Modeling dengan aplikasi IBM AMOS versi 26. Hasil penelitian menunjukkan faktor Health Consciousness, Availability of Resources, Personal Innovativeness dan Perceived Information Quality memengaruhi adopsi aplikasi mobile banking di tahap statis. Selain itu, ditemukan suatu tahapan dapat memengaruhi secara positif tahapan lainnya dalam mengadopsi aplikasi mobile banking. Penemuan penelitian diharapkan dapat membantu tim pengembang aplikasi untuk mempertimbangkan pengembangan fitur yang mendukung setiap tahapan penggunaan. Selain itu, dapat mendorong regulator mempersiapkan peraturan yang mendukung pengembangan.

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Purpose: This study aims to analyze the individual perspective factors in Indonesia to adopt mobile banking (m-banking) applications. The model was built by adopting the theory of the e-government adoption model and customer relationship management. Design/methodology/approach: This study uses a quantitative approach with an online questionnaire involving 444 respondents who use m-banking applications in Indonesia. Data are processed using covariance-based structural equation modeling. Findings: The results showed that health consciousness, availability of resources, personal innovativeness and perceived information quality factors influenced the adoption of mobile banking applications in the static stage. In addition, this study found that one adoption stage could positively impact another adoption stage in adopting mbanking applications. Research limitations/implications: The research findings are expected to help the mbanking application development team consider developing features that support each adoption stage. Originality/value: This study fills in the gap to analyse the individual perspective of behavior, culture, and organization to adopt m-banking applications in three stages, namely, static, interaction and transaction stages."

"Penelitian ini bertujuan untuk menganalisis faktor perspektif individu di Indonesia untuk mengadopsi aplikasi mobile banking. Model dibangun dengan mengadopsi teori model E-Government Adoption Model dan Customer Relationship Management. Penelitian dilakukan menggunakan pendekatan kuantitatif didukung oleh kuesioner penelitian yang disusun dengan indikator untuk setiap faktor yang terlibat dalam skala likert dan dilengkapi dengan pertanyaan seputar demografi. Survei dilakukan kepada 444 responden pengguna aplikasi mobile banking di Indonesia. Pengolahan data dilakukan menggunakan Covariance-Based Structural Equation Modeling dengan aplikasi IBM® SPSS® AMOS versi 26. Hasil penelitian menunjukkan faktor Health Consciousness, Availability of Resources, Personal Innovativeness dan Perceived Information Quality memengaruhi adopsi aplikasi mobile banking di tahap statis. Selain itu, ditemukan suatu tahapan dapat memengaruhi secara positif tahapan lainnya dalam mengadopsi aplikasi mobile banking. Penemuan penelitian diharapkan dapat membantu tim pengembang aplikasi untuk mempertimbangkan pengembangan fitur yang mendukung setiap tahapan penggunaan. Selain itu, dapat mendorong regulator mempersiapkan peraturan yang mendukung pengembangan.

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This study aims to analyze the individual perspective factors in Indonesia to adopt mobile banking applications. The model is built by adopting the E-Government Adoption Model and Customer Relationship Management Model. The research was conducted using a quantitative approach supported with a research questionnaire which consists of indicators for each factor involved in a likert scale and supplemented with demographic questions. The survey was conducted on 444 respondents who use mobile banking applications in Indonesia. Data processing was carried out with Covariance-Based Structural Equation Modeling method using IBM® SPSS® AMOS versi 26. The results show that the factors of Health Consciousness, Availability of Resources, Personal Innovativeness and Perceived Information Quality influenced the adoption of mobile banking adoption at static stage. In addition, it was found that one stage could positively influence other stage in adopting mobile banking applications. The research findings are expected to help the application development team to consider developing features that support each stage of usage. Furthermore, it can encourage regulators to prepare regulations that support development."

"Dengan kemajuan Teknologi Informasi dan Komunikasi serta munculnya layanan 3G dan 4G oleh perusahaan telekomunikasi, teknologi seluler telah menjadi bagian integral dari kehidupan sehari-hari. Layanan seluler telah diperkenalkan di berbagai sektor termasuk pemerintah, perbankan, healthcare, dan perdagangan. Bank Mandiri, sebagai salah satu entitas penyedia jasa keuangan di Indonesia, memiliki produk layanan keuangan mobile banking dengan nama mandiri online. Penelitian ini menggunakan 115 sampel responden dan bertujuan untuk menganalisa pengaruh perceived trust, perceived ease of use, perceived, perceived usefulness, autonomous motivation dan controlled motivation terhada behavioral intention nasabah dalam menggunakan mobile banking. Sampel penelitian ini adalah pengguna jasa keuangan Bank Mandiri selama 6 enam bulan terakhir. Data diolah dengan menggunakan analisis regresi berganda. Hasil penelitian menunjukkan perceived trust, perceived usefulness dan controlled motivation tidak berpengaruh signifikan terhadap behavioral intention. Di sisi lain, perceived ease of use dan autonomous motivation memiliki pengaruh signifikan dan positif terhadap behavioral intention.

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With the advancement of Information and Communication Technology and the emergence of 3G and 4G services by telecom companies, mobile technology has become an integral part of our day to day life. Mobile services have been introduced in many different sectors including government, banking, healthcare, and commerce. Bank Mandiri, as one of financial service intitution in Indonesia, has lauched the product of mobile banking ldquo mandiri online rdquo.

This study user 115 sample respondent and aims to analyze determinants of behavioral intention such to use mobile banking such as perceived trust, perceived ease of use, perceived usefulness, autonomous motivation and controlled motivation. Data for this research were collected from Bank Mandiri consumers, specifically those who used mobile banking services in the last 6 six months. They were then analyzed using Multiple Linier Regression.

The result of this research shows that perceived trust, perceived usefulness adan controlled motivation does not have significant effect on behavioral intention. Meanwhile, perceived ease of use and autonomous motivation has significant and positive effect on behavioral intention."

"Seiring meluasnya penggunaan layanan m-banking, ancaman keamanan informasi bagi masyarakat juga semakin meningkat. Penyedia layanan m-banking pun mengembangkan solusi berupa teknologi biometric security system (BSS) untuk menanggulangi ancaman tersebut. Penelitian ini bertujuan untuk meneliti terkait faktor-faktor yang memengaruhi penerimaan teknologi BSS sebagai pilihan keamanan pada m-banking dan efek moderasi dari tingkat inovatif dan pendidikan. Dalam melakukan penelitian ini, penulis menggabungkan dua teori, yaitu protection motivation theory (PMT) dan theory of planned behavior (TPB). Penelitian ini menggunakan mixed method dengan tahapan explanatory sequential design. Pendekatan kuantitatif dilakukan dengan menyebarkan kuesioner daring dan berhasil memperoleh 535 pengguna yang menggunakan BSS pada m-banking, kemudian diolah menggunakan covariance-based structural equation modeling (CB-SEM). Setelah itu, pendekatan kualitatif dilakukan dengan metode wawancara kepada 10 narasumber yang dianalisis menggunakan content analysis. Berdasarkan hasil penelitian, ditemukan persepsi keefektifan, sikap, kemampuan, dan pengaruh sosial terbukti memengaruhi motivasi pengguna dalam menggunakan BSS pada m-banking. Lalu, ditemukan bahwa persepsi kerentanan, tingkat keseriusan, dan upaya penggunaan tidak memengaruhi motivasi pengguna m-banking dalam menggunakan BSS. Uji efek moderasi menunjukkan persepsi keefektifan BSS lebih berdampak pada individu inovatif, sedangkan persepsi terkait tingkat keseriusan ancaman lebih berdampak pada individu dengan tingkat pendidikan yang rendah. Adapun hasil dari penelitian ini diharapkan dapat memberikan manfaat kepada penyedia layanan m-banking berupa faktor-faktor penting yang mendasari penerimaan teknologi BSS pada layanan tersebut.

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As the use of m-banking services expands, the threat of information security for the public also increases. M-banking service providers have developed solutions in the form of biometric security system (BSS) technology to counter these threats. This study aims to examine the factors influencing the acceptance of BSS technology as a security option in m-banking and the moderating effects of innovativeness and education levels. In conducting this research, the author combines two theories: protection motivation theory (PMT) and theory of planned behavior (TPB). This study uses a mixed-method approach with an explanatory sequential design. The quantitative approach was conducted by distributing online questionnaires, successfully obtaining responses from 535 users who use BSS in m-banking, and then processed using covariance-based structural equation modeling (CB-SEM). Following this, the qualitative approach involved interviewing 10 participants, analyzed using content analysis. The research findings revealed that perceptions of effectiveness, attitudes, abilities, and social influence significantly affect users' motivation to use BSS in m-banking. Conversely, perceptions of vulnerability, seriousness, and effort do not influence m-banking users' motivation to use BSS. The moderation effect test showed that the perception of BSS effectiveness has a greater impact on innovative individuals, while perceptions related to the seriousness of threats have a greater impact on individuals with lower education levels. The results of this study are expected to benefit m-banking service providers by highlighting the key factors underpinning the acceptance of BSS technology in their services."

"Seiring meluasnya penggunaan layanan m-banking, ancaman keamanan informasi bagi masyarakat juga semakin meningkat. Penyedia layanan m-banking pun mengembangkan solusi berupa teknologi biometric security system (BSS) untuk menanggulangi ancaman tersebut. Penelitian ini bertujuan untuk meneliti terkait faktor-faktor yang memengaruhi penerimaan teknologi BSS sebagai pilihan keamanan pada m-banking dan efek moderasi dari tingkat inovatif dan pendidikan. Dalam melakukan penelitian ini, penulis menggabungkan dua teori, yaitu protection motivation theory (PMT) dan theory of planned behavior (TPB). Penelitian ini menggunakan mixed method dengan tahapan explanatory sequential design. Pendekatan kuantitatif dilakukan dengan menyebarkan kuesioner daring dan berhasil memperoleh 535 pengguna yang menggunakan BSS pada m-banking, kemudian diolah menggunakan covariance-based structural equation modeling (CB-SEM). Setelah itu, pendekatan kualitatif dilakukan dengan metode wawancara kepada 10 narasumber yang dianalisis menggunakan content analysis. Berdasarkan hasil penelitian, ditemukan persepsi keefektifan, sikap, kemampuan, dan pengaruh sosial terbukti memengaruhi motivasi pengguna dalam menggunakan BSS pada m-banking. Lalu, ditemukan bahwa persepsi kerentanan, tingkat keseriusan, dan upaya penggunaan tidak memengaruhi motivasi pengguna m-banking dalam menggunakan BSS. Uji efek moderasi menunjukkan persepsi keefektifan BSS lebih berdampak pada individu inovatif, sedangkan persepsi terkait tingkat keseriusan ancaman lebih berdampak pada individu dengan tingkat pendidikan yang rendah. Adapun hasil dari penelitian ini diharapkan dapat memberikan manfaat kepada penyedia layanan m-banking berupa faktor-faktor penting yang mendasari penerimaan teknologi BSS pada layanan tersebut.

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As the use of m-banking services expands, the threat of information security for the public also increases. M-banking service providers have developed solutions in the form of biometric security system (BSS) technology to counter these threats. This study aims to examine the factors influencing the acceptance of BSS technology as a security option in m-banking and the moderating effects of innovativeness and education levels. In conducting this research, the author combines two theories: protection motivation theory (PMT) and theory of planned behavior (TPB). This study uses a mixed-method approach with an explanatory sequential design. The quantitative approach was conducted by distributing online questionnaires, successfully obtaining responses from 535 users who use BSS in m-banking, and then processed using covariance-based structural equation modeling (CB-SEM). Following this, the qualitative approach involved interviewing 10 participants, analyzed using content analysis. The research findings revealed that perceptions of effectiveness, attitudes, abilities, and social influence significantly affect users' motivation to use BSS in m-banking. Conversely, perceptions of vulnerability, seriousness, and effort do not influence m-banking users' motivation to use BSS. The moderation effect test showed that the perception of BSS effectiveness has a greater impact on innovative individuals, while perceptions related to the seriousness of threats have a greater impact on individuals with lower education levels. The results of this study are expected to benefit m-banking service providers by highlighting the key factors underpinning the acceptance of BSS technology in their services."

"Seiring meluasnya penggunaan layanan m-banking, ancaman keamanan informasi bagi masyarakat juga semakin meningkat. Penyedia layanan m-banking pun mengembangkan solusi berupa teknologi biometric security system (BSS) untuk menanggulangi ancaman tersebut. Penelitian ini bertujuan untuk meneliti terkait faktor-faktor yang memengaruhi penerimaan teknologi BSS sebagai pilihan keamanan pada m-banking dan efek moderasi dari tingkat inovatif dan pendidikan. Dalam melakukan penelitian ini, penulis menggabungkan dua teori, yaitu protection motivation theory (PMT) dan theory of planned behavior (TPB). Penelitian ini menggunakan mixed method dengan tahapan explanatory sequential design. Pendekatan kuantitatif dilakukan dengan menyebarkan kuesioner daring dan berhasil memperoleh 535 pengguna yang menggunakan BSS pada m-banking, kemudian diolah menggunakan covariance-based structural equation modeling (CB-SEM). Setelah itu, pendekatan kualitatif dilakukan dengan metode wawancara kepada 10 narasumber yang dianalisis menggunakan content analysis. Berdasarkan hasil penelitian, ditemukan persepsi keefektifan, sikap, kemampuan, dan pengaruh sosial terbukti memengaruhi motivasi pengguna dalam menggunakan BSS pada m-banking. Lalu, ditemukan bahwa persepsi kerentanan, tingkat keseriusan, dan upaya penggunaan tidak memengaruhi motivasi pengguna m-banking dalam menggunakan BSS. Uji efek moderasi menunjukkan persepsi keefektifan BSS lebih berdampak pada individu inovatif, sedangkan persepsi terkait tingkat keseriusan ancaman lebih berdampak pada individu dengan tingkat pendidikan yang rendah. Adapun hasil dari penelitian ini diharapkan dapat memberikan manfaat kepada penyedia layanan m-banking berupa faktor-faktor penting yang mendasari penerimaan teknologi BSS pada layanan tersebut.

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As the use of m-banking services expands, the threat of information security for the public also increases. M-banking service providers have developed solutions in the form of biometric security system (BSS) technology to counter these threats. This study aims to examine the factors influencing the acceptance of BSS technology as a security option in m-banking and the moderating effects of innovativeness and education levels. In conducting this research, the author combines two theories: protection motivation theory (PMT) and theory of planned behavior (TPB). This study uses a mixed-method approach with an explanatory sequential design. The quantitative approach was conducted by distributing online questionnaires, successfully obtaining responses from 535 users who use BSS in m-banking, and then processed using covariance-based structural equation modeling (CB-SEM). Following this, the qualitative approach involved interviewing 10 participants, analyzed using content analysis. The research findings revealed that perceptions of effectiveness, attitudes, abilities, and social influence significantly affect users' motivation to use BSS in m-banking. Conversely, perceptions of vulnerability, seriousness, and effort do not influence m-banking users' motivation to use BSS. The moderation effect test showed that the perception of BSS effectiveness has a greater impact on innovative individuals, while perceptions related to the seriousness of threats have a greater impact on individuals with lower education levels. The results of this study are expected to benefit m-banking service providers by highlighting the key factors underpinning the acceptance of BSS technology in their services."

"ABSTRACTIn todays era all sectors are greatly influenced by technology, starting from the manufacturing sector to the health and banking sector. The development of technology creates efficiency that benefits the society. For example in the banking sector, new products have been invented as a result, such as Bit coin, Internet Banking, Financial Technology and digital banking. . Digital banking has made customers more independent and therefore there are challenges on how to regulate banking in particular with regard to the prudential principle and customer due diligence CDD and how to implement it in digital banking. By using research method of literature study with secondary data and descriptive typhologhy, based on the this research has made a conclusion on the materials with regard to the relevant regulations in relation to the prudential principles in customer due diligence in digital banking as well as provide the report on the implementation in digital banking product.

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ABSTRAKEra saat ini sangat dipengaruhi oleh Teknologi, mulai dari sektor pabrik hingga sektor kesehatan dan perbankan. berkembangnya teknologi ini menghasilkan efisiensi yang membawa banyak manfaat di masyarakat. Seperti pada sektor perbankan, produk-produk baru mulai bermunculan,seperti; Bit coin, Internet Banking, Finansial Teknologi dan perbankan digital. Di perbankan digital nasabah melakukan aktivitas secara mandiri disini Tantangan baru timbul pada peraturan-peraturan perbankan terutama dalam prinsip kehati-hatian dan uji tuntas pelanggan dan implementasinya dalam perbankan digital. Dengan menggunakan metode penilitian diantaranya studi kepustakaan dengan mencari data sekunder yang terdiri dari sumber primer dan sekunder dan dimana kesimpulan penelitian ini telah menyimpulkan materi-materi tentang peraturan yang berlaku terkait dengan prinsip kehati-hatian dalam uji tuntas nasabah CDD serta penerapan peraturannya di produk perbankan digital."

"In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc. Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia.

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In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc.  Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia."