Peran Faktor Kognitif, Sosial dan Psikologis terhadap Continuance Intention Pengguna Mobile Banking BCA pada Generasi Milenial di Kota Batam
DOI:
https://doi.org/10.38035/jafm.v7i5.3619Keywords:
Mobile Banking, Perceived Usefulness, Confirmation, Social Influence, Self-Efficacy, Satisfaction, Continuance IntentionAbstract
Penelitian ini mengkaji pengaruh persepsi kegunaan, konfirmasi, pengaruh sosial, dan efikasi diri terhadap niat berkelanjutan, dengan kepuasan sebagai variabel mediasi di antara pengguna milenial perbankan seluler BCA di Batam. Penelitian ini dimotivasi oleh temuan yang tidak konsisten dalam penelitian sebelumnya mengenai penentu keberlanjutan penggunaan perbankan seluler setelah adopsi awal. Pendekatan kuantitatif digunakan dengan menggunakan pemodelan persamaan struktural berdasarkan partial least squares. Data didapatkan dengan menggunakan metode kuesioner daring dari 443 responden, dimana 280 tanggapan valid dimasukkan dalam analisis berdasarkan teknik purposive sampling. Hasil memperlihatkan bahwasanya persepsi kegunaan, konfirmasi, dan pengaruh sosial mampu memengaruhi kepuasan secara signifikan positif, sedangkan efikasi diri berpengaruh signifikan dengan arah negatif terhadap kepuasan. Lebih lanjut, konfirmasi, pengaruh sosial, efikasi diri, dan kepuasan mampu memengaruhi niat berkelanjutan secara signifikan positif, sedangkan persepsi kegunaan menunjukkan pengaruh negatif. Analisis mediasi menjelaskan jika kepuasan mampu menjadi mediasi hubungan antara konfirmasi dan pengaruh sosial terhadap niat berkelanjutan, tetapi tidak memediasi pengaruh kegunaan yang dirasakan dan efikasi diri. Temuan ini menyoroti peran penting kepuasan pengguna dalam mendorong penggunaan layanan perbankan seluler secara berkelanjutan dan menunjukkan perlunya peningkatan kualitas layanan, keamanan, dan kepercayaan pengguna.
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