PENGARUH PERCEIVED USEFULNESS, PERCEIVED ENJOYMENT DAN TRUST TERHADAP CONTINUANCE INTENTION PADA MOBILE BANKING BSI DENGAN KEPUASAN SEBAGAI VARIABEL MODERASI (Studi Pada Nasabah BSI Kota Bandar Lampung)

Yespi, Yunika Hani (2024) PENGARUH PERCEIVED USEFULNESS, PERCEIVED ENJOYMENT DAN TRUST TERHADAP CONTINUANCE INTENTION PADA MOBILE BANKING BSI DENGAN KEPUASAN SEBAGAI VARIABEL MODERASI (Studi Pada Nasabah BSI Kota Bandar Lampung). Diploma thesis, UIN Raden Intan Lampung.

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Abstract

ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh perceived usefulness, perceived enjoyment dan trust terhadap continuance intention pada mobile banking BSI dengan kepuasan sebagai variabel moderasi. Saat ini industri perbankan telah mengembangkan berbagai saluran perbankan elektronik. Aplikasi mobile banking, yang menawarkan berbagai layanan keuangan kepada nasabah melalui teknologi informasi dan komunikasi. Namun masih ada orang-orang disekitar kita belum memahami manfaat dan keuntungan dari aplikasi M-Banking. Oleh karena itu, dibutuhkan sistem informasi yang menawarkan manfaat dalam menjalankan teknologi yang disebut TAM. TAM menawarkan hubungan dengan pengguna teknologi dalam berbagai jenis pengguna. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan data primer yang di dapat melalui penyebaran kuesioner. Dalam penelitian ini, skala likert digunakan. Penelitian ini menggunakan Pemodelan Persamaan Struktural (SEM) yang menggunakan program Partial Least Square (PLS). Dalam penelitian ini, Smart PLS atau software statistik digunakan untuk mempermudah olah data SEM. Hasil penelitian ini menunjukkan bahwa terdapat pengaruh positif dan signifikan hubungan perceived usefulness terhadap continuance intention pada mobile banking BSI. Adanya pengaruh positif dan signifikan perceived enjoyment terhadap continuance intention. Adanya pengaruh positif dan signifikan hubungan trust terhadap continuance intention. Serta kepuasan berpengaruh tidak signifikan dengan perceived usefulness, perceived enjoyment dan trust terhadap continuance intention pada mobile banking BSI. Hal ini menunjukkan bahwa kepuasan memperlemah hubungan perceived usefulness, perceived enjoyment dan trust terhadap continuance intention pada mobile banking BSI. Kata Kunci: Perceived Usefulness, Perceived Enjoyment, Trust, Kepuasan, Mobile banking dan Continuance Intention.ABSTRACT This research aims to determine the influence of perceived usefulness, perceived enjoyment and trust on continuance intention in BSI mobile banking with satisfaction as a moderating variable. Currently, the banking industry has developed various electronic banking channels. Mobile banking application, which offers various financial services to customers through information and communication technology. However, there are still people around us who don't understand the benefits and advantages of the M-Banking application. Therefore, an information system is needed that offers benefits in running the technology called TAM. TAM offers relationships with technology users across a wide range of user types. This research uses a quantitative approach using primary data obtained through distributing questionnaires. In this study, a Likert scale was used. This research uses Structural Equation Modeling (SEM) which uses the Partial Least Square (PLS) program. In this research, Smart PLS or statistical software is used to make SEM data processing easier. The results of this research show that there is a positive and ssignificant relationship between perceived usefulness and continuance intention in BSI mobile banking. There is a positive and significant influence of perceived enjoyment on continuance intention. There is a positive and significant influence of trust relationships on continuance intention. And satisfaction has no significant effect on perceived usefulness, perceived enjoyment and trust on continuance intention in BSI mobile banking. This shows that satisfaction weakens the relationship between perceived usefulness, perceived enjoyment and trust on continuance intention in BSI mobile banking. Keywords: Perceived Usefulness, Perceived Enjoyment, Trust, Satisfaction, Mobile banking and Continuance Intention.

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