Prosedur dan Penggunaan Mobile Banking pada Pelayanan Nasabah PT Bank Negara Indonesia (Persero) Tbk Kantor Cabang Pembantu Krian

Bank Negara Indonesia (BNI) is a conventional bank that carries out business activities in collecting funds from the public in the form of deposits and channeling loans and providing other services. Mobile Banking is a facility provided by banks to customers to facilitate banking transactions. The purpose of this study is to find out the procedures for opening, using and closing Mobile Banking, understanding the facilities and security of Mobile Banking, customer responses and rewarding solutions. The study uses descriptive qualitative methods where data collection is by interview, observation, literature study and questionnaire. Based on the results of the M-Banking research, customers have a barrier to forgetting passwords, lost cellphones, and blocked accounts. So the results of the analysis of the questionnaire show customers get a lot of benefits from M-Banking, but customers are not comfortable using it. Keywords: Bank Negara Indonesia (BNI), Mobile Banking, Procedures and customer response