ANALISIS FAKTOR KEPUASAN DAN NIAT PENGGUNAAN BERKELANJUTAN MOBILE BANKING: TINJAUAN USER EXPERIENCE, E-SERVICE QUALITY, PERCEIVED SECURITY

ADRISTY YUMI ANDINI, . (2025) ANALISIS FAKTOR KEPUASAN DAN NIAT PENGGUNAAN BERKELANJUTAN MOBILE BANKING: TINJAUAN USER EXPERIENCE, E-SERVICE QUALITY, PERCEIVED SECURITY. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menelaah faktor-faktor yang memengaruhi niat pengguna dalam menggunakan mobile banking secara berkelanjutan, dengan studi kasus pada aplikasi Wondr oleh BNI. Fokus utama penelitian ini adalah pada tiga variabel, yaitu user experience, e-service quality, dan perceived security, serta dampaknya terhadap customer satisfaction dan continuance intention to use. Penelitian dilakukan dengan pendekatan kuantitatif melalui penyebaran kuesioner. Teknik pengambilan data menggunakan metode non-probability sampling dengan pendekatan purposive sampling, melibatkan 280 responden yang merupakan pengguna aktif aplikasi wondr. Data yang diperoleh dianalisis dengan metode Structural Equation Modeling (SEM) menggunakan bantuan perangkat lunak SPSS 27.0 dan AMOS 29.0. Hasil penelitian menunjukkan bahwa user experience, e-service quality, dan perceived security berpengaruh signifikan terhadap customer satisfaction. Selanjutnya, user experience dan customer satisfaction memiliki pengaruh yang signifikan terhadap continuance intention to use. Namun, e-service quality dan perceived security tidak menunjukkan pengaruh yang signifikan terhadap continuance intention. Temuan ini memberikan kontribusi praktis dalam menyusun strategi retensi pengguna untuk layanan mobile banking. ***** This study aims to examine the factors influencing users' continuance intention in using mobile banking, with a case study on the Wondr application by BNI. The main focus of this research lies in three variables: user experience, e-service quality, and perceived security, as well as their impact on customer satisfaction and continuance intention to use. The study employed a quantitative approach through the distribution of questionnaires. Data collection was conducted using a non-probability sampling method with a purposive sampling technique, involving 280 respondents who are active users of the Wondr application. The collected data were analyzed using Structural Equation Modeling (SEM) with the assistance of SPSS 27.0 and AMOS 29.0 software. The results show that user experience, e-service quality, and perceived security have a significant influence on customer satisfaction. Furthermore, user experience and customer satisfaction significantly affect continuance intention to use. However, e-service quality and perceived security do not have a significant impact on continuance intention. These findings provide practical contributions to the development of user retention strategies in mobile banking services

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Usep Suhud, M.Si., Ph.D ; 2). Adnan Kasofi S.Pd., MBA
Subjects:	Manajemen > Manajemen , Business
Divisions:	FE > S1 Bisnis Digital
Depositing User:	Adristy Yumi Andini .
Date Deposited:	06 Aug 2025 04:45
Last Modified:	06 Aug 2025 04:45
URI:	http://repository.unj.ac.id/id/eprint/58323

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