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At this time information and communication technology has developed rapidly. Therefore, BSI issued BSI Mobile, where the presence of BSI Mobile is expected to provide fast, safe and effective service to customers. Based on the explanation above, this study aims to determine how high the level of customer satisfaction is with the quality of BSI Mobile service users for customers who use BSI Mobile. This research was conducted based on a quantitative approach with causal research methods (Causal Study), where researchers will test hypotheses and look for the effect of independent variables on the dependent variable. Data collection was carried out by distributing questionnaires to 43 customer respondents using BSI Mobile. From the results of hypothesis testing it is known that service quality influences customer satisfaction in using BSI Mobile.

The main task of Bank Jatim is to participate in encouraging the growth of regional economic potential through its participation in developing small and medium credit business sectors in order to obtain optimal profits. Its main activities are collecting and distributing funds and providing other banking services. Until 2019 Bank Jatim has a total of 1,706 operational services, both conventional and sharia services. Bank Jatim currently has e-banking services such as ATM, SMS banking, Internet Banking, Mobile Banking and most recently the jatimcode feature to make it easy for customers to transact wherever and whenever they are. Apart from collaborating with the ATM Bersama network and the Prima network, Bank Jatim has also joined the National Payment Gateway (GPN), which means that bankjatim ATM cards can be used at all ATMs and merchants in Indonesia bearing the ATM Bersama, Prima and GPN logos without any fees.