JurnalPost.com - The evolution of digital technology has transformed how people access banking services. Activities such as money transfers, bill payments, and balance inquiries can now be performed via smartphones without the need to visit a branch office.
This shift is also evident in the Islamic banking industry. Bank Syariah Indonesia (BSI), through its mobile banking service, has become a key provider of digital financial services, enabling customers to conduct various transactions more conveniently.
However, ease of access does not automatically guarantee that all customers will adopt the service. Several considerations influence public interest, most notably the ease of using the application and the security of transactions.
Based on a literature review of previous studies, these two factors have a significant correlation with customer interest in using BSI Mobile banking.
Ease of Use Influences Technology Adoption
Ease of use, or perceived ease of use , refers to an individual's perception of how easily a technology can be learned, understood, and utilized.
In the context of mobile banking, this includes the application's interface, menu layout, clarity of information, and the steps required to complete a transaction.
An application with simple navigation allows customers to access features more quickly. Conversely, a confusing interface or overly complex transaction processes can diminish user comfort.
This concept aligns with the Technology Acceptance Model (TAM), a framework that explains how perceptions of technology's ease and utility influence user acceptance.
Research by Wulandari and Meylianingrum (2024) found that the perceived ease of use has a positive and significant impact on the interest in using BSI Mobile.
These findings are supported by a study by Yani et al. (2024), which identified ease of use as a key factor influencing customer interest in the service.
These research results suggest that an intuitive application helps increase customer interest in digital banking services.
Transaction Security as a Customer Priority
Beyond convenience, security is an inseparable aspect of mobile banking usage.
Digital banking services involve various sensitive data, such as personal identity, account information, and transaction history. Therefore, customers require adequate protection when using the application.
Concerns regarding data theft, account misuse, and digital fraud can influence a person's decision to use app-based banking services.
Research by Utami et al. (2023) demonstrates that security has a positive influence on the interest in using BSI Mobile.
The study by Wulandari and Meylianingrum (2024) also identifies security as a factor linked to customer interest in using the service.
Security relates not only to the bank's technological systems but also to the customer's perception of how well their personal information and financial transactions are protected.
The higher the perceived sense of security, the more likely customers are to have the confidence to use mobile banking services.
Convenience and Security Must Go Hand in Hand
The literature review indicates that ease of use and security are complementary factors.
An application that is easy to use but perceived as insecure may cause customer hesitation. Conversely, an application with robust security that is difficult to operate can hinder user comfort.
Therefore, the development of mobile banking services must balance user experience with transaction protection.
Convenience can be achieved through clear navigation, simple information presentation, and efficient transaction processes.
Meanwhile, security can be strengthened through verification systems, personal data protection, and educating customers on the risks of using digital financial services.
Both aspects are vital in building trust and enhancing the quality of the customer experience.
Literature Review Results on Interest in Using BSI Mobile
This study employs a literature review method with a descriptive qualitative approach. Data were obtained from scientific publications discussing ease of use, security, trust, risk, and interest in using mobile banking.
The studies compared include works by Wulandari and Meylianingrum (2024), Yani et al. (2024), Utami et al. (2023), Andini and Indrarini (2024), and Sabillah (2025).
The comparison shows that interest in using mobile banking is not solely related to convenience and security. Other factors, such as perceived benefits, trust, risk, promotions, and religiosity, were also highlighted in previous research.
Nevertheless, ease of use and security are two aspects that consistently appear in studies regarding digital banking adoption.
It should be noted that these results are a synthesis of previous research, not a direct test of respondents or a new survey of BSI customers.
Therefore, the findings illustrate patterns of relationships based on the analyzed literature.
The Importance of Education and Digital Service Improvement
Based on the findings, several aspects require attention in the development of Islamic mobile banking services.
First, service providers must ensure the application is easy to learn for various customer groups, including those unfamiliar with digital banking technology.
Second, personal data protection and transaction security must remain a top priority to maintain user trust.
Third, digital security education is essential so that customers understand how to protect their accounts, keep verification codes confidential, and recognize potential fraud.
Improving application quality should also consider the overall user experience, rather than simply adding more features.
With this approach, digital banking services can become more accessible and provide customers with a greater sense of security.
Conclusion
Ease of use and security are two critical factors linked to customer interest in using Bank Syariah Indonesia's mobile banking.
The literature review shows that an intuitive application enhances user comfort, while strong security protection helps build trust in conducting digital transactions.
Both must be addressed simultaneously so that digital banking development is not only oriented toward efficiency but also toward customer security and comfort.
Future research could involve direct engagement with respondents and consider additional variables such as trust, benefits, service quality, risk, promotions, and religiosity to gain a more comprehensive understanding.
References
Andini, A. P., & Indrarini, R. (2024). The influence of perceived ease of use, religiosity, and trust on the interest in using Islamic mobile banking among the community of Sidoarjo Regency. Jurnal Ekonomika dan Bisnis Islam, 7(2), 158–171.
Utami, W., et al. (2023). The influence of perceived risk, trust, and security on the interest in using BSI (Bank Syariah Indonesia) Mobile. Academica: Journal of Multidisciplinary Studies, 7(1).
Wulandari, D. R., & Meylianingrum, K. (2024). Determinant of the customer interest factor in using BSI Mobile Banking. I-Finance: A Research Journal on Islamic Finance, 10(1), 170–187.
Yani, S., Usdeldi, U., & Ridho, T. (2024). The influence of benefits, ease of use, and risk on the interest in using BSI Mobile. ECo-Fin, 6(2), 341–349.
Sabillah, I. A. (2025). The influence of promotion, ease of use, and security on the interest in using Islamic mobile banking services (BSI Mobile). Undergraduate Thesis, UIN Syarif Hidayatullah Jakarta.
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