The Effect of E-Service Quality and Perceived Security on the Intention to Use Brimo Through Trust Among BRI Customers at City Medan

Ardianta Rabu, September 02, 2026
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FORMOSA NEWS

Digital Service Quality and Security Drive Customer Trust and BRImo App Usage in Medan

Customer trust serves as the primary catalyst determining long-term user retention for digital banking applications. A scientific study published in June 2026 by Rade Juliman Lumban Toruan, Fadli, and Endang Sulistya Rini from Universitas Sumatera Utara demonstrates that electronic service quality and perceived system security significantly increase customer intention to use the BRImo mobile banking application, developed by PT Bank Rakyat Indonesia (Persero) Tbk. Conducted between April and September 2026 among 197 BRImo users in the Lapangan Merdeka area of Medan City, North Sumatra, the research proves that customer trust acts as a crucial bridge translating service reliability and robust security into continued digital transactions.

The rapid transition toward digital banking requires financial institutions to continuously maintain their competitive edge in the mobile banking market. Although BRImo offers comprehensive financial features—such as fund transfers, QRIS payments, and cardless withdrawals—market index data reveals intense competition within Indonesia's digital banking landscape. Persistent technical challenges, including occasional system delays and transaction processing lags, coupled with public concerns regarding cyber threats like phishing and data breaches, continue to test user retention. Consequently, this study addresses how digital service efficiency and security measures shape adoption by building user trust within a regional market context.

To evaluate these relationships, the research team from Universitas Sumatera Utara implemented a quantitative descriptive design using a causal research framework. Data collection relied on structural five-point interval scale questionnaires distributed to 197 active BRImo users around Lapangan Merdeka, Medan. Given the manageable population size, the study employed a saturated sampling census technique. The collected data was processed through Structural Equation Modeling based on Partial Least Squares (PLS-SEM) using SmartPLS 4 software to test construct validity, direct paths, and indirect mediating relationships.

Statistical analysis revealed several key findings regarding digital service performance, security perception, and user trust:

  • Digital Service Quality Strengthens Trust: Responsive, reliable, and accessible digital service quality significantly enhances customer trust (path coefficient $\beta = 0.564$; $t = 13.316$; $p < 0.001$).
  • Perceived Security Enhances Confidence: Strong protection of personal data and financial transactions exerts a positive, significant impact on building customer trust ($\beta = 0.434$; $t = 9.910$; $p < 0.001$).
  • Direct Influences on Intention to Use: Both digital service quality ($\beta = 0.279$; $t = 5.345$) and perceived security ($\beta = 0.196$; $t = 3.705$) directly encourage customers to continue using the BRImo application ($p < 0.001$).
  • Dominant Role of Customer Trust: Customer trust exerts the strongest direct influence on long-term usage intentions ($\beta = 0.509$; $t = 7.916$; $p < 0.001$).
  • Essential Mediating Mechanism: Bootstrapping procedures confirm that customer trust significantly mediates the impact of both service quality ($\beta = 0.287$; $t = 7.175$) and security perception ($\beta = 0.221$; $t = 6.046$) on usage intentions, with the full structural model accounting for 67.3% of the variance in customer intention to use BRImo ($R^2 = 0.673$).

These findings present strategic insights for banking executives, fintech developers, and financial regulators. For financial institutions, enhancing mobile application success requires moving beyond mere feature expansion; companies must prioritize core system stability (minimizing downtime) and seamless interface design. Strengthening security protocols—such as multi-factor authentication, biometric logins, real-time transaction notifications, and transparent data privacy policies—remains essential to maintaining trust in an evolving cyber threat environment.

Highlighting the structural link between digital service standards and user confidence, the research team from Universitas Sumatera Utara emphasized that trust serves as the bedrock of digital technology adoption. "Electronic service quality and perceived security are fundamental antecedents of customer trust, which functions as an indispensable mediating mechanism that reinforces customers' commitment to using BRImo for their daily financial activities," noted Rade Juliman Lumban Toruan and his co-authors.

Author Profiles

  1. Rade Juliman Lumban Toruan, S.E., M.Si.: Lead researcher and scholar at the Master of Management Program, Universitas Sumatera Utara, specializing in Digital Marketing Management, Consumer Behavior, and Financial Technology.
  2. Dr. Fadli, S.E., M.Si.: Senior lecturer and researcher at Universitas Sumatera Utara, with expertise in Strategic Management, Marketing, and Business Research Methodology.
  3. Prof. Dr. Endang Sulistya Rini, S.E., M.Si.: Professor of Marketing Management at Universitas Sumatera Utara, focusing on digital consumer behavior and digital banking strategy.

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