Analisis Model Continuance Intention Pengguna Internet Banking Pada Masa Pandemi COVID-19

GUNANTI, PUTRI (2021) Analisis Model Continuance Intention Pengguna Internet Banking Pada Masa Pandemi COVID-19. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

The purpose of this study was to analyze the Continuance Intention model of BRI internet banking users. There are several factors that influence the continuance intention of internet banking users. The study involved 384 respondents who are BRI Bank customers. Researchers used Partial Least Square (PLS) as a technique used to analyze measurements and structural models. The results of this study indicate that satisfaction, attitude have a positive and significant effect on continuance intention. Perceive usefulness, satisfaction has a positive and significant effect on attitude, while perceived ease of use is not significant. User experience has an effect on satisfaction. Quality of information has a positive and significant effect on perceived ease of use, while system quality has no effect and is not significant. Theoretical and practical implications, researchers need to test continuance intention using other variables and marketers need to provide education to customers about the benefits, and usability of the features in Brimo. Keywords: Continuance intention, Perceive usefulness, Attitude, satisfaction, Quality of Information, Perceived ease of use, User Experience, System Quality, Technology Continuance Theory, TCT, Brimo, Internet Banking Tujuan dari penelitian ini adalah untuk menganalisis model continuance intention pengguna internet banking BRI. Terdapat beberapa faktor yang mempengaruhi continuance intention pengguna internet banking. Studi melibatkan 384 responden yang merupaka nasabah Bank BRI. Peneliti menggunakan Partial Least Square (PLS) sebagai teknik yang digunakan untuk menganalisis pengukuran dan model struktural. Hasil penelitian ini menunjukkan bahwa satisfaction, attitude berpengaruh positif dan signifikan terhadap continuance intention. Perceive usefulness, satisfaction berpengaruh positif dan signifikan terhadap attitude, sedangkan perceived ease of use tidak signifikan.User experience berpengaruh terhadap satisfaction. Quality of information berpengaruh positif dan signifikan terhadap perceived ease of use, sedangkan system quality tidak berpengaruh dan tidak signifikan. Implikasi teoritis dan praktis, peneliti perlu melakukan pengujian continuance intention menggunakan variabel lain dan pemasar perlu memberikan edukasi pada nasabah mengenai manfaat, dan kegunaan dari fitur-fitur yang ada di Brimo. Kata kunci: Continuance intention, Perceive usefulness ,Attitude, satisfaction, Quality of Information, Perceived ease of use, User Experience, System Quality, Technology Continuance Theory , TCT, Brimo, Internet Banking

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