#TITLE_ALTERNATIVE#

• Main Author: ARIFIANI (NIM : 13413066), YOVITA
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/24808
• Institution: Institut Teknologi Bandung

Mobile banking is one of the emerging banking facilities lately. BNI, as one of the bank in Indonesia, has been offering mobile banking services for 4 years. However, until now the number of BNI mobile banking users still low. In the future, BNI intent to target more on Y generation to use mobile banking. Therefore, preliminary studies have been conducted on BNI mobile banking Y generation users and BNI customer service, where it is found that so far users do have technical and user interface related complaints on BNI mobile banking. <br /> <br /> <br /> This study aims to improve BNI mobile banking’s performance in hopes of capturing new users, especially from generation Y. The first approach used is user acceptance with the development model of Technology Acceptance Model (TAM), which aims to evaluate the acceptance level of Y generation to BNI mobile banking. The second approach is usability, which aims to evaluate the ease of use level of BNI mobile banking today. Data will be obtained from 205 participants, who will do a series of tasks using BNI mobile banking, retrospective think aloud, then fill out user acceptance and usability questionnaires. <br /> <br /> <br /> Based on the conclusions obtained, various problems in mobile banking BNI is found. BNI needs to give more promotion related to its mobile banking, especially about the usefulness, security system used, and risk that may be faced by using BNI mobile banking, to be able to attract attention and increase acceptance from non user. BNI also needs to make improvements on the user interface. Therefore, this research has formulated 17 proposed improvements to improve BNI mobile banking’s user interface and ease of use.