Analyzing Factors Influencing Satisfaction with Mobile Banking Apps: An Adaptation of the DeLone & McLean IS Success Model

This study analyzed the factors influencing user satisfaction with mobile banking apps in Indonesia using a modified DeLone and McLean model.A survey was conducted with 236 mobile banking users of major Indonesian banks.PLS SEM analysis revealed system quality and information quality as significant drivers of trust, which along with complaint system and information quality impacted satisfaction.The findings provide insights into key mobile banking success factors, highlighting the need for banks to focus efforts on information quality, complaint systems, and trust-building.This study contributes by adapting a widely used IS model to a growing mobile banking context.It offers practical implications for banks seeking to improve customer satisfaction and provides a foundation for future research.