DETERMINAN CONTINUENCE INTENTION WONDR BY BNI: PERAN SERVICE QUALITY, PERCEIVED EASE OF USE, DAN TRUST

MUHAMMAD MUZHIDUL MUJHID, . (2025) DETERMINAN CONTINUENCE INTENTION WONDR BY BNI: PERAN SERVICE QUALITY, PERCEIVED EASE OF USE, DAN TRUST. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

	Text Cover_Muhammad Muzhidul Mujhid_1710621068.pdf Download (1MB)
	Text BAB I_Muhammad Muzhidul Mujhid_1710621068.pdf Download (385kB)
	Text BAB II_Muhammad Muzhidul Mujhid_1710621068.pdf Restricted to Registered users only Download (581kB) | Request a copy
	Text BAB III_Muhammad Muzhidul Mujhid_1710621068.pdf Restricted to Registered users only Download (707kB) | Request a copy
	Text BAB IV_Muhammad Muzhidul Mujhid_1710621068.pdf Restricted to Registered users only Download (1MB) | Request a copy
	Text BAB V_Muhammad Muzhidul Mujhid_1710621068.pdf Restricted to Registered users only Download (303kB) | Request a copy
	Text Daftar Pustaka_Muhammad Muzhidul Mujhid_1710621068.pdf Download (393kB)
	Text Lampiran_Muhammad Muzhidul Mujhid_1710621068.pdf Restricted to Registered users only Download (873kB) | Request a copy
	Text Jurnal_Muhammad Muzhidul Mujhid_1710621068.pdf Download (723kB)

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Service Quality dan Perceived Ease of Use terhadap Continuance Intention dengan Trust sebagai variabel intervening pada pengguna aplikasi mobile banking WONDR by BNI. Metode yang digunakan adalah kuantitatif dengan pendekatan survei melalui penyebaran kuesioner. Jumlah responden dalam penelitian ini sebanyak 213 orang yang merupakan pengguna aktif WONDR by BNI di wilayah Jabodetabek. Analisis data dilakukan dengan metode Partial Least Square-Structural Equation Modeling (PLS-SEM) menggunakan software SmartPLS 4.Hasil penelitian menunjukkan bahwa Service Quality dan Perceived Ease of Use berpengaruh signifikan terhadap Trust, dan Trust memiliki pengaruh signifikan terhadap Continuance Intention. Selain itu, Service Quality dan Perceived Ease of Use juga memiliki pengaruh langsung terhadap Continuance Intention. Temuan ini mengindikasikan pentingnya kepercayaan pengguna yang dibangun melalui kualitas layanan dan kemudahan penggunaan untuk mempertahankan loyalitas terhadap aplikasi mobile banking. Implikasi dari penelitian ini dapat digunakan oleh pengembang layanan perbankan digital dalam meningkatkan kualitas aplikasi secara strategis guna mempertahankan keberlanjutan penggunaan, khususnya di kalangan generasi muda.Kata Kunci: Service Quality, Perceived Ease of Use, Trust, Continuance Intention, WONDR by BNI. ***** This study aims to analyze the influence of Service Quality and Perceived Ease of Use on Continuance Intention, with Trust as a mediating variable among users of the WONDR by BNI mobile banking application. The research employed a quantitative method using a survey approach through the distribution of questionnaires. The study involved 213 respondents who are active users of WONDR by BNI in the Greater Jakarta area (Jabodetabek). Data were analyzed using the Partial Least Square–Structural Equation Modeling (PLS-SEM) method with SmartPLS 4 software.The results show that both Service Quality and Perceived Ease of Use have a significant effect on Trust, and Trust has a significant influence on Continuance Intention. In addition, Service Quality and Perceived Ease of Use also have a direct impact on Continuance Intention. These findings highlight the importance of usertrust, which is built through service quality and ease of use, in maintaining loyalty to mobile banking applications. The implications of thisstudy can be used by digital banking service developers to strategically improve application quality in order to support sustained usage, particularly among the younger generation.Keywords: Service Quality, Perceived Ease of Use, Trust, Continuance Intention, WONDR by BNI.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Umi Widyastuti, SE, ME ; 2). Diena Noviarini, MMSi
Subjects:	Ilmu Sosial > Industri, Buruh, Produksi > Perbankan Manajemen > Manajemen , Business Teknologi dan Ilmu Terapan > Teknologi (umum)
Divisions:	FE > S1 Bisnis Digital
Depositing User:	Muhammad Muzhidul Mujhid .
Date Deposited:	16 Aug 2025 06:12
Last Modified:	16 Aug 2025 06:12
URI:	http://repository.unj.ac.id/id/eprint/60489

Actions (login required)

View Item