PENGARUH SYSTEM QUALITY DAN PERCEIVED USEFULNESS TERHADAP CONTINUANCE INTENTION APLIKASI LINE DENGAN SATISFACTION SEBAGAI MEDIATOR

MUHAMAD AQDI ALHAMRO, . (2026) PENGARUH SYSTEM QUALITY DAN PERCEIVED USEFULNESS TERHADAP CONTINUANCE INTENTION APLIKASI LINE DENGAN SATISFACTION SEBAGAI MEDIATOR. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Pesatnya perkembangan teknologi komunikasi dan tingginya tingkat penggunaan media sosial di Indonesia mendorong meningkatnya persaingan antar aplikasi pesan instan dalam mempertahankan pengguna. Meskipun LINE pernah menjadi salah satu aplikasi populer, dalam beberapa tahun terakhir terjadi penurunan jumlah pengguna aktif yang diduga dipengaruhi oleh penghapusan sejumlah fitur unggulan, persepsi kegunaan yang menurun, serta berbagai keluhan terkait system quality. Kondisi tersebut menimbulkan pertanyaan terkait faktor-faktor yang memengaruhi niat pengguna untuk terus menggunakan aplikasi LINE secara berkelanjutan. Penelitian ini dimaksudkan untuk menganalisis pengaruh System Quality dan Perceived Usefulness terhadap Continuance Intention Aplikasi LINE dengan Satisfaction sebagai Mediator. Pendekatan yang digunakan adalah kuantitatif melalui survei daring terhadap 200 responden di Kota Jakarta yang telah menggunakan LINE setidaknya dalam satu tahun terakhir. Teknik analisis data yang diterapkan adalah Structural Equation Modeling–Partial Least Squares (SEM-PLS). Hasil penelitian menunjukkan system quality dan perceived usefulness berimplikasi positif dan signifikan terhadap satisfaction. Selain itu, perceived usefulness dan satisfaction berimplikasi positif dan signifikan terhadap continuance intention. Namun system quality terbukti tidak memiliki pengaruh yang signifikan terhadap continuance intention. Temuan pengaruh tidak langsung mengindikasikan bahwa satisfaction mampu memediasi secara signifikan hubungan antara system quality dan perceived usefulness terhadap continuance intention. ***** The rapid development of communication technology and the high level of social media usage in Indonesia have intensified competition among instant messaging applications in retaining users. Although LINE was once one of the most popular applications, in recent years there has been a decline in the number of active users, which is believed to be influenced by the removal of several key features, a decrease in perceived usefulness, and various complaints related to system quality. The condition raises questions regarding the factors that influence users’ intentions to continue using the LINE application on an ongoing basis. This study aims to analyze the effect of System Quality and Perceived Usefulness on the Continuance Intention of the LINE application, with Satisfaction acting as a mediating variable. A quantitative approach was employed through an online survey involving 200 respondents in Jakarta who had used LINE for at least the past year. The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results indicate that system quality and perceived usefulness have a positive and significant effect on satisfaction. Furthermore, perceived usefulness and satisfaction have a positive and significant effect on continuance intention. However, system quality is proven to have no significant effect on continuance intention. The indirect effect findings indicate that satisfaction significantly mediates the relationship between system quality and perceived usefulness on continuance intention.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Munawaroh, S.E., M.Si. ; 2). Fauzan Fadlullah, S.Ak., M.Kom.
Subjects:	Manajemen > Perilaku Konsumen
Divisions:	FE > S1 Bisnis Digital
Depositing User:	Users 32914 not found.
Date Deposited:	03 Feb 2026 05:04
Last Modified:	03 Feb 2026 05:04
URI:	http://repository.unj.ac.id/id/eprint/64700

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