Analysis of Motivation, Trust, and Risk in Customer Decisions When Applying for Civil Servant Loans Through Mobile Banking at Bank Pembangunan Daerah Jambi Tebo Regency Branch in 2024

Abstract

This study was conducted to determine the analysis of motivation, trust, and risk in customer decisions when applying for civil servant loans through mobile banking at the Jambi Regional Development Bank, Tebo Branch, in 2024. The purpose of this study was to examine and analyze the motivation, trust, and risk in customer decisions when applying for civil servant loans through mobile banking at the Jambi Regional Development Bank, Tebo Branch, in 2024. This research uses a quantitative research method with data collection using a questionnaire conducted from April to June with a population of 218 respondents and a sample of 218 respondents calculated using non-probability sampling techniques with the saturated sample method. The data analysis techniques used include validity testing, reliability testing, descriptive analysis, correlation analysis, multiple linear regression analysis, classical assumption testing, t-test, F-test, and determination coefficient (R²) testing. The results of this study indicate that the variables of motivation, trust, and risk partially and simultaneously have a positive and significant effect on customer decisions in applying for civil servant loans through mobile banking at the Jambi Regional Development Bank, Tebo Branch, in 2024. The R² value is 0.521, meaning that all independent variables can influence the dependent variable by 52.1%, while the remaining 47.9% is influenced by other factors not tested in this study.