PENGARUH PERCEIVED USEFULNESS DAN PERCEIVED EASE OF USE TERHADAP KEPUASAN NASABAH PENGGUNA APLIKASI MOBILE BANKING
DOI:
https://doi.org/10.31539/costing.v7i6.14031Keywords:
Perceived Usefulness, Perceived Ease of Use, Kepuasan NasabahAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh perceived usefulness dan perceived ease of use terhadap kepuasan nasabah pengguna aplikasi mobile banking pada pengguna aplikasi mobile banking. Metode yang digunakan adalah pendekatan kuantitatif dengan pengolahan data menggunakan SPSS versi 25. Hasil uji hipotesis T-test menunjukkan bahwa perceived usefulness berpengaruh positif dan signifikan terhadap kepuasan nasabah dengan nilai t hitung sebesar 8,696 > t tabel 1,98217, yang mengindikasikan bahwa semakin tinggi tingkat kegunaan yang dirasakan, semakin tinggi pula tingkat kepuasan nasabah. Selanjutnya, perceived ease of use juga berpengaruh positif dan signifikan terhadap kepuasan nasabah dengan nilai t hitung sebesar 7,329 > t tabel 1,98217, menunjukkan bahwa kemudahan penggunaan aplikasi meningkatkan kepuasan nasabah. Hasil uji F menunjukkan bahwa perceived usefulness dan perceived ease of use secara simultan berpengaruh signifikan terhadap kepuasan nasabah dengan nilai F hitung sebesar 44,009 > F tabel 3,08. Koefisien determinasi menunjukkan bahwa kontribusi kedua variabel ini terhadap kepuasan nasabah adalah sebesar 44,1%, sementara sisanya sebesar 55,9% dipengaruhi oleh faktor lain yang tidak diteliti dalam penelitian ini. Penelitian ini menekankan pentingnya meningkatkan kegunaan dan kemudahan penggunaan aplikasi mobile banking untuk meningkatkan kepuasan nasabah secara keseluruhan.
References
Akbar, A., Pradana, M., Wardhana, A., & Adhiim, D. M. (2021). The Effect of E- Service Quality on E-Customer Loyalty of a Financial Technology Applications through E-Customer Satisfaction as Intervening Variable. Italienisch, 11(2),496–501.
Alfakih, K. A. A., Saraih, U. N., Al-Shammari, S. A., Abdulrab, M., Rehman, A. ur,
& Al-Mamary, Y. H. S. (2022). Determinants of The Malaysian Cars Brand Loyalty : Mediating Effect of Brand Satisfaction Determinants of the Malaysian Cars Brand. 6(February 2021), 1–45. https://doi.org/10.1142/S2424862221500172
Apriliani, R., & Widodo, A. (2021). The Effect of Perceived Ease of Use on User Satisfaction in Applications Mobile Legend in Bandung with Demography as A Moderating. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 5(3), 21307–21322.
Babin, B. J., Boles, J. S., & Griffin, M. (2015). The Moderating Role of Service Environment on the Customer Share Customer Commitment Relationship. In New Meanings for Marketing in a New Millennium. Cham, Switzerland: Springer., 1(1), 266–271.
Daud, A., Farida, N., Andriyansah, & Razak, M. (2018). Impact of customer trust toward loyalty: the mediating role of perceived usefulness and satisfaction. Journal of Business and Retail Management Research (JBRMR), 13(2), 235–242.
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
Fornell, C., Johnson, M., Anderson, E., Cha, J., & Bryant, B. (1996). The American Customer Satisfaction Index: Nature, Purpose and Findings. Journal of Marketing, 60(1), 7–18.
Ghozali, I. (2016). SEM (Structur Equation Modeling) Metode Alternatif dengan menggunakan Partial Least Squares (PLS). BP Universitas Diponegoro.
Haq, M. A., Handayanto, E., & Rumijati, A. (2022). Influence of Service Quality, Ease of Use of Applications on Loyalty with Customer Satisfaction as a Mediation. Business Innovation Management and Entrepreneurship, 1(2), 57–68.
Harianto, E. F. E., & Ellyawati, J. (2023). The Influence of Perceived Usefulness, Trust, and Risk on Loyalty in the TikTok Shop: Test of Consumer Satisfaction as a Mediation Variable. Journal of Entrepreneurship & Business, 4(1), 13–23. https://doi.org/10.24123/jeb.v4i1.5390
Kenyta, C. (2022). Analysis of the Effect of Perceived Usefulness, Perceived Ease of Use, and Trust of Security on Customer Loyalty through Customer Satisfaction on the OVO Application. International Journal of Review Management, Business, and Entrepreneurship (RMBE), 2(2), 14–25.
Kotler, P., & Keller, K. L. (2016). Marketing Management 15 : Global Edition. In 15 Edition (Ed.), Boletin cultural e informativo - Consejo General de Colegios Medicos de España. Pearson Education Limited.
Kamal Kumar. 2021. (2021). Blockchain and the Future of Digital Marketing -
Kungumapriya, A., & Malarmathi, K. (2018). The Effect Of Perceived Usefulness On The Calculative Commitment And The Comprehensive Model Of Loyalty In Indian Telecommunication Industry. IJCRT, 6(1), 591–602.
Kwon, Y., Son, S., & Jang, K. (2020). User satisfaction with battery electric vehicles in South Korea. Transportation Research Part D, 82, 102306. https://doi.org/10.1016/j.trd.2020.102306
Mandasari, da A. C. S., & Giantari2, I. G. A. K. (2017). Pengaruh Perceived Usefulness, Perceived Ease Of Use, Dan Kualitas Layanan Terhadap Kepuasan Untuk Membangun Loyalitas. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 6(10), 3637–3664.
Marso. (2023). The Effect of Perceived Ease of Use and Perceived Usefulness on Trust, Loyalty of E-Commerce Customers. AEBMR, 223(1), 796–804. https://doi.org/10.2991/978-94-6463-008-4
Maryanto, R. H., & Kaihatu, T. S. (2021). Customer Loyalty as an Impact of Perceived Usefulness to Grab Users, Mediated by Customer Satisfaction and Moderated by Perceived Ease of Use. Binus Business Review, 12(1), 31–39. https://doi.org/10.21512/bbr.v12i1.6293
Nivasini, D. (2018). International Journal of Trend in Scientific Research and Development (IJTSRD) A Study on Customer Satisfaction t towards owards Honda Activa with Reference t to o Coimbatore City. 2014, 197–201.
Rinaldo, N., & Abror. (2019). Pengaruh Technology Acceptance Factor, Website Service Quality Terhadap Customer E-Loyalty Yang Di Mediasi Oleh Customer E-Satisfaction (Studi Empiris Pada Konsumen Nasabah Tokopedia Di Kota Padang). Jurnal Kajian Manajemen dan Wirausaha, 1(1), 161–172.
Sanjayai, S., Purmono, B. B., Malini, H., & Listiana, E. (2023). What Determine Customer Loyalty at Tokopedia Website? International Journal of Scientific Research and Management (IJSRM), 11(1), 4429–4438. https://doi.org/10.18535/ijsrm/v11i01.em03
Setiaman, S. (2022). Tutorial Analisa parsial model persamaan struktural dengan software SMART-PLS versi 3 untuk tenaga kesehartan (E. Kelima (Ed.)). Yayasan Bakti Mulia.
Sugiyono. (2019). Metode Penelitian Pendidikan Kualitatif Kombinasi, R dan D, dan Penelitian Pendidikan. Alfabeta.
Suryatenggara, G. M., & Dahlan, K. S. S. (2022). The Effect Of Perceived Usefulness, Perceived Ease Of Use And Perceived Price On Customer Loyalty In Gojek Through Customer Satisfaction (Study On Gojek Apps Users In Jabodetabek) Pengaruh Perceived Usefulness, Perceived Ease of Use dan Perceived Pric. Jurnal of Business & Applied Management, 15(2), 171–185. https://doi.org/10.30813/jbam.v15i2.3866
Tjiptono, F. (2020). Strategi Pemasaran: Prinsip dan Penerapan. Andi.
Venkatesh, V., & Davis, F. D. (2000). A Theoretical Extension of the Technology
Acceptance Model: Four Longitudinal Field Studies. Management Science,46(2), 186–204. https://doi.org/10.1287/mnsc.46.2.186.11926
Wilson, N., Keni, K., & Tan, P. H. P. (2021). The Role of Perceived Usefulness and Perceived Ease-of-Use Toward Satisfaction and Trust which Influence Computer Consumers’ Loyalty in China. Gadjah Mada International Journal of Business, 23(3), 262–294. https://doi.org/10.22146/gamaijb.32106
Windana, G. I., Irawati, T., & Fitriasih, S. H. (2022). Nasabah Metode Technology Acceptance Model Dalam Analisis Loyalitas Nasabah E-Commerce. Jurnal TIKomSiN, 10(1), 34–43.
Alfakih, K. A. A., Saraih, U. N., Al-Shammari, S. A., Abdulrab, M., Rehman, A. ur,
& Al-Mamary, Y. H. S. (2022). Determinants of The Malaysian Cars Brand Loyalty : Mediating Effect of Brand Satisfaction Determinants of the Malaysian Cars Brand. 6(February 2021), 1–45. https://doi.org/10.1142/S2424862221500172
Apriliani, R., & Widodo, A. (2021). The Effect of Perceived Ease of Use on User Satisfaction in Applications Mobile Legend in Bandung with Demography as A Moderating. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 5(3), 21307–21322.
Babin, B. J., Boles, J. S., & Griffin, M. (2015). The Moderating Role of Service Environment on the Customer Share Customer Commitment Relationship. In New Meanings for Marketing in a New Millennium. Cham, Switzerland: Springer., 1(1), 266–271.
Daud, A., Farida, N., Andriyansah, & Razak, M. (2018). Impact of customer trust toward loyalty: the mediating role of perceived usefulness and satisfaction. Journal of Business and Retail Management Research (JBRMR), 13(2), 235–242.
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
Fornell, C., Johnson, M., Anderson, E., Cha, J., & Bryant, B. (1996). The American Customer Satisfaction Index: Nature, Purpose and Findings. Journal of Marketing, 60(1), 7–18.
Ghozali, I. (2016). SEM (Structur Equation Modeling) Metode Alternatif dengan menggunakan Partial Least Squares (PLS). BP Universitas Diponegoro.
Haq, M. A., Handayanto, E., & Rumijati, A. (2022). Influence of Service Quality, Ease of Use of Applications on Loyalty with Customer Satisfaction as a Mediation. Business Innovation Management and Entrepreneurship, 1(2), 57–68.
Harianto, E. F. E., & Ellyawati, J. (2023). The Influence of Perceived Usefulness, Trust, and Risk on Loyalty in the TikTok Shop: Test of Consumer Satisfaction as a Mediation Variable. Journal of Entrepreneurship & Business, 4(1), 13–23. https://doi.org/10.24123/jeb.v4i1.5390
Kenyta, C. (2022). Analysis of the Effect of Perceived Usefulness, Perceived Ease of Use, and Trust of Security on Customer Loyalty through Customer Satisfaction on the OVO Application. International Journal of Review Management, Business, and Entrepreneurship (RMBE), 2(2), 14–25.
Kotler, P., & Keller, K. L. (2016). Marketing Management 15 : Global Edition. In 15 Edition (Ed.), Boletin cultural e informativo - Consejo General de Colegios Medicos de España. Pearson Education Limited.
Kamal Kumar. 2021. (2021). Blockchain and the Future of Digital Marketing -
Kungumapriya, A., & Malarmathi, K. (2018). The Effect Of Perceived Usefulness On The Calculative Commitment And The Comprehensive Model Of Loyalty In Indian Telecommunication Industry. IJCRT, 6(1), 591–602.
Kwon, Y., Son, S., & Jang, K. (2020). User satisfaction with battery electric vehicles in South Korea. Transportation Research Part D, 82, 102306. https://doi.org/10.1016/j.trd.2020.102306
Mandasari, da A. C. S., & Giantari2, I. G. A. K. (2017). Pengaruh Perceived Usefulness, Perceived Ease Of Use, Dan Kualitas Layanan Terhadap Kepuasan Untuk Membangun Loyalitas. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 6(10), 3637–3664.
Marso. (2023). The Effect of Perceived Ease of Use and Perceived Usefulness on Trust, Loyalty of E-Commerce Customers. AEBMR, 223(1), 796–804. https://doi.org/10.2991/978-94-6463-008-4
Maryanto, R. H., & Kaihatu, T. S. (2021). Customer Loyalty as an Impact of Perceived Usefulness to Grab Users, Mediated by Customer Satisfaction and Moderated by Perceived Ease of Use. Binus Business Review, 12(1), 31–39. https://doi.org/10.21512/bbr.v12i1.6293
Nivasini, D. (2018). International Journal of Trend in Scientific Research and Development (IJTSRD) A Study on Customer Satisfaction t towards owards Honda Activa with Reference t to o Coimbatore City. 2014, 197–201.
Rinaldo, N., & Abror. (2019). Pengaruh Technology Acceptance Factor, Website Service Quality Terhadap Customer E-Loyalty Yang Di Mediasi Oleh Customer E-Satisfaction (Studi Empiris Pada Konsumen Nasabah Tokopedia Di Kota Padang). Jurnal Kajian Manajemen dan Wirausaha, 1(1), 161–172.
Sanjayai, S., Purmono, B. B., Malini, H., & Listiana, E. (2023). What Determine Customer Loyalty at Tokopedia Website? International Journal of Scientific Research and Management (IJSRM), 11(1), 4429–4438. https://doi.org/10.18535/ijsrm/v11i01.em03
Setiaman, S. (2022). Tutorial Analisa parsial model persamaan struktural dengan software SMART-PLS versi 3 untuk tenaga kesehartan (E. Kelima (Ed.)). Yayasan Bakti Mulia.
Sugiyono. (2019). Metode Penelitian Pendidikan Kualitatif Kombinasi, R dan D, dan Penelitian Pendidikan. Alfabeta.
Suryatenggara, G. M., & Dahlan, K. S. S. (2022). The Effect Of Perceived Usefulness, Perceived Ease Of Use And Perceived Price On Customer Loyalty In Gojek Through Customer Satisfaction (Study On Gojek Apps Users In Jabodetabek) Pengaruh Perceived Usefulness, Perceived Ease of Use dan Perceived Pric. Jurnal of Business & Applied Management, 15(2), 171–185. https://doi.org/10.30813/jbam.v15i2.3866
Tjiptono, F. (2020). Strategi Pemasaran: Prinsip dan Penerapan. Andi.
Venkatesh, V., & Davis, F. D. (2000). A Theoretical Extension of the Technology
Acceptance Model: Four Longitudinal Field Studies. Management Science,46(2), 186–204. https://doi.org/10.1287/mnsc.46.2.186.11926
Wilson, N., Keni, K., & Tan, P. H. P. (2021). The Role of Perceived Usefulness and Perceived Ease-of-Use Toward Satisfaction and Trust which Influence Computer Consumers’ Loyalty in China. Gadjah Mada International Journal of Business, 23(3), 262–294. https://doi.org/10.22146/gamaijb.32106
Windana, G. I., Irawati, T., & Fitriasih, S. H. (2022). Nasabah Metode Technology Acceptance Model Dalam Analisis Loyalitas Nasabah E-Commerce. Jurnal TIKomSiN, 10(1), 34–43.
Downloads
Published
2025-01-24
Issue
Section
Articles
