Feature Suitability of Mobile Banking for Customer Needs: A Case Study of bale by BTN

Elshanora Putri Kinasih Fenetiruma, Kristoko Dwi Hartomo

Abstract


The substantial growth in mobile banking users in Indonesia does not necessarily reflect a high level of customer satisfaction. This phenomenon is particularly evident in the Bale by BTN application, where the high number of downloads contrasts with user reviews on the Google Play Store. This study aims to evaluate the extent to which the application's features accommodate customers' transaction needs, while also assessing navigation efficiency and security through the Task–Technology Fit (TTF) approach. A quantitative survey was conducted involving 43 active users in Salatiga, with a reliability coefficient of 0.70. The survey findings were complemented by direct observation and an analysis of publicly available user reviews. The results indicate relatively high levels of functional fit, with an overall satisfaction score of 4.51, navigation efficiency of 4.40, feature suitability of 4.33, and a security score of 3.39 for the scrambled keypad feature. Nevertheless, these favorable quantitative findings contrast with the researcher's qualitative observations, which revealed difficulties in locating the mortgage (KPR) menu and recurring complaints about persistent bugs on the review platform. These findings suggest that the application's functionality is perceived as satisfactory among student users who frequently use QRIS services. However, technical reliability issues and a suboptimal interface layout remain major obstacles to broader public adoption.

Keywords


feature suitability; mobile banking; task-technology fit; user satisfaction

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DOI: https://doi.org/10.32520/stmsi.v15i10.6996

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