MARITO, CLARA (2024) PENGARUH PERSEPSI KEGUNAAN, PERSEPSI KEMUDAHAN PENGGUNAAN, KEPUASAN PELANGGAN TERHADAP MINAT MENGGUNAKAN KEMBALI (Studi pada Pengguna Aplikasi Bank Jago). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The development of information technology makes the banking industry must be ready to change and transform. Now that information technology has entered the era of the industrial revolution 4.0, this era has changed the way people live in working and relating to each other, including the banking sector which has experienced many challenges, especially with the presence of financial technology (fintech) and technology partners in recent years. The digital era is increasingly inherent in changing the lifestyle of people in Indonesia, especially the financial industry such as banking. This study aims to determine the effect of perceived usefulness, perceived ease of use, customer satisfaction on behavioral intention to use. This study was conducted on 120 respondents using a quantitative approach. The data analysis used is Structural Equation Modeling (SEM) with Smart PLS analysis tools. The results of this study showed that perceived usefulness had no effect on behavioral intention to use. Perceived ease of use has a positive and significant effect on behavioral intention to use. Customer satisfaction has a positive and significant effect on behavioral intention to use. Keywords : Perceived Usefulness, Perceived Ease of Use, Customer Satisfaction, Behavioral Intention to Use. Berkembangnya teknologi informasi membuat industri perbankan harus siap berubah dan bertransformasi. Sekarang teknologi informasi sudah memasuki era revolusi industri 4.0 era ini telah mengubah cara hidup masyarakat dalam bekerja dan berhubungan satu sama lain termasuk sektor perbankan yang mengalami banyak tantangan, terlebih dengan hadirnya financial technology (fintech) dan mitra teknologi dalam beberapa tahun terakhir. Era digital semakin melekat dalam merubah gaya kehidupan masyarakat di Indonesia, khususnya industri keuangan seperti perbankan. Penelitian ini bertujuan untuk mengetahui pengaruh persepsi kegunaan, persepsi kemudahan penggunaan, kepuasan pelanggan terhadap minat menggunakan kembali. Penelitian ini dilakukan terhadap 120 responden dengan menggunakan pendekatan kuantitatif. Metode analisis data yang digunakan adalah Structural Equation Modeling (SEM) dengan alat analisis Smart PLS. Hasil penelitian ini menunjukkan bahwa persepsi kegunaan tidak berpengaruh terhadap minat menggunakan kembali. Persepsi kemudahan penggunaan berpengaruh positif dan signifikan terhadap minat menggunakan kembali. Kepuasan pelanggan berpengaruh positif dan signifikan terhadap minat menggunakan kembali. Kata kunci: Persepsi Kegunaan, Persepsi Kemudahan Penggunaan, Kepuasan Pelanggan, Minat Menggunakan Kembali.
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