Analisis Niat Penggunaan Berkelanjutan Pengguna Mobile Banking XYZ di Jabodetabek Menggunakan Expectation Confirmation Model (ECM)

Authors

  • Rindang Matoati IPB University
  • Ratna Nurlita IPB Univeristy

DOI:

https://doi.org/10.30656/4q7rhg47

Abstract

Industri perbankan yang semakin ketat menuntut PT Bank XYZ melalui mobile banking XYZ untuk menghadirkan layanan yang unggul guna mempertahakan nasabah yang sudah ada. Hal ini penting mengingat keberhasilan layanan mobile banking bergantung pada kemampuan layanan untuk mempertahankan pengguna yang ada. Penelitian ini mengidentifikasi faktor-faktor yang memengaruhi penggunaan berkelanjutan pada mobile banking XYZ di wiliyah Jabodetabek melalui konstruk Expectation Confirmation Model (ECM). Metode penarikan sampel dilakukan dengan metode purposive sampling kepada 135 sampel menggunakan sumber data primer dan sekunder yang kemudian dianalisis dengan analisis deskriptif dan SEM-PLS. Hasil penelitian menyimpulkan bahwa confirmation berpengaruh positif dan signifikan terhadap perceived usefulness. Selain itu, confirmation dan perceived usefulness berpengaruh positif dan signifikan terhadap satisfaction. Continuance usage intention pengguna mobile banking XYZ dipengaruhi secara langsung dan signifikan oleh perceived usefulness dan satisfaction.

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Published

2024-12-30

Issue

Vol. 14 No. 2 (2024): Jurnal Manajemen

Section

Articles

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Copyright (c) 2024 Rindang Matoati, Ratna Nurlita

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