Niat Penggunaan Ulang Aplikasi Mobile Banking XYZ Dengan Pendekatan Partial Least Squares Structural Equation Modelling (PLS-SEM)

Rizal, Ismu (2025) Niat Penggunaan Ulang Aplikasi Mobile Banking XYZ Dengan Pendekatan Partial Least Squares Structural Equation Modelling (PLS-SEM). Masters thesis, Institut Teknologi Sepuluh Nopember.

Text 6032221076-Master_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 April 2027. Download (2MB) | Request a copy

Abstract

Indonesia merupakan salah satu negara dengan perkembangan ekonomi dan teknologi paling pesat. Mobile Banking saat ini merupakan salah satu layanan perbankan penting yang dapat, memberi bank keunggulan kompetitif, dan meningkatkan kepuasan pelanggan. Mengetahui kepentingan relatif faktor-faktor kualitas layanan dapat membantu industri perbankan fokus pada apa yang paling memuaskan pelanggan. Penelitian ini dilakukan untuk menganalisis dan menentukan pengaruh variabel IBSQ terhadap kepuasan nasabah dan niat penggunaan ulang aplikasi mobile banking XYZ di Kantor Cabang Jombang. Penelitian ini menggunakan pendekatan purposive sampling dengan pengumpulan data melalui kuesioner berbasis skala Likert. Analisis dalam penelitian ini menggunakan model persamaan struktural (PLS-SEM). Hasil penelitian ini menunjukkan bahwa Reliability, Site Organization, Efficiency, User-Friendliness, Personal Need, Security and Privacy berpengaruh signifikan terhadap Customer Satisfaction. Sedangkan Responsiveness tidak berpengaruh signifikan terhadap Customer Satisfaction. Efficiency, User-Friendliness, Personal Need, Security and Privacy berpengaruh signifikan terhadap Intention to Continue Use. Sedangkan Reliability, Site Organization, Responsiveness tidak berpengaruh signifikan terhadap Intention to Continue Use. Customer Satisfaction berpengaruh signifikan terhadap Intention to Continue Use.
==============================================================================================================================
Indonesia is one of the countries with the most rapid economic and technological development. Mobile banking is currently one of the important banking services that can give banks a competitive advantage and increase customer satisfaction. Knowing the relative importance of service quality factors can help the banking industry focus on what best satisfies customers. This research was conducted to analyze and determine the influence of the IBSQ variable on customer satisfaction and intention to reuse the XYZ mobile banking application in the Jombang Office. This research used a purposive sampling approach with data collection through a Likert scale-based questionnaire. The analysis in this research uses structural equation modelling (PLS-SEM). The findings indicate that Reliability, Site Organization, Efficiency, User-Friendliness, Personal Need, Security, and Privacy significantly affects Customer Satisfaction. No significant effects Responsiveness on Customer Satisfaction. The findings indicate that Efficiency, User-Friendliness, Personal Need, Security and Privacy, Customer Satisfaction significantly affects Intention to Continue Use. No significant effects of Reliability, Site Organization, and Responsiveness on Intention to Continue Use.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Customer Satisfaction, Intention to Continue Use, Internet Banking, Service Quality, Partial Least Squares Structural Equation Modeling (PLS-SEM), Kepuasan Nasabah, Kualitas Pelayanan Internet Banking, Intensitas Penggunaan Kembali
Subjects:	T Technology > T Technology (General) T Technology > T Technology (General) > T57.5 Data Processing
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	ISMU RIZAL
Date Deposited:	03 Feb 2025 07:53
Last Modified:	03 Feb 2025 07:53
URI:	http://repository.its.ac.id/id/eprint/117822

Actions (login required)

View Item