Aisadira, Maharani (2025) Analisis Pengaruh Kualitas Layanan Mobile Banking terhadap Intensi Penggunaan Berkelanjutan Nasabah Menggunakan Partial Least Square - Structural Equation Modelling. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Perkembangan teknologi telah memengaruhi berbagai sektor industri termasuk industri perbankan. Laju perkembangan ini mendorong bank-bank untuk terus melakukan transformasi digital seperti mobile banking. Mobile banking telah memberikan kemudahan bagi pengguna dengan memungkinkan transaksi untuk dapat dilakukan melalui aplikasi pada telepon genggam pribadi mereka. Dalam beberapa tahun terakhir mobile banking Livin by Mandiri memiliki peningkatan pengguna yang lebih rendah dibandingkan kompetitornya. Rendahnya peningkatan pengguna mungkin disebabkan oleh kualitas layanan mobile banking yang rendah. Penelitian Tugas Akhir ini akan meneliti pengaruh mobile banking service quality terhadap intensi penggunaan berkelanjutan oleh user Livin by mandiri. Metode yang diterapkan pada penelitian ini adalah Partial Least Square-Structural Equation Modelling yang digunakan untuk meneliti hubungan pada variabel Mobile Banking Service Quality, Satisfaction, dan Continuance Intention. Data akan dikumpulkan melalui penyebaran kuesioner online kepada responden yang menggunakan mobile banking Livin by Mandiri. Hasil penelitian menunjukkan bahwa Mobile Banking Service Quality dan Brand Image berpengaruh positif dan signifikan terhadap Continuance Intention. Selain itu, Mobile Banking Service Quality juga terbukti berpengaruh positif dan signifikan terhadap Satisfaction. Namun, penelitian ini menemukan bahwa kepuasan tidak berpengaruh signifikan terhadap niat pengguna untuk terus menggunakan layanan dan tidak berperan sebagai mediator dalam hubungan antara Mobile Banking Service Quality dan Continuance Intention. Temuan ini mengindikasikan bahwa kualitas layanan dan citra positif dapat menjadi pendorong bagi nasabah untuk terus menggunakan Livin' by Mandiri, sementara kepuasan pengguna terhadap layanan Livin by Mandiri belum mampu mendorong pengguna akan terus menggunakan layanan dalam jangka panjang.
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In this age, technological advancements has affected various industry sectors including the banking industry. This pace of development has encouraged banks to continue carrying out digital transformation, such as mobile banking. This has provided users with convenience by allowing transactions to be done through applications on their personal mobile phones. In the past few years, Livin by Mandiri mobile banking has had a lower increase in users compared to its competitors. The low increase in users may be due to the low quality of mobile banking services. This Final Project research will examine the effect of mobile banking service quality on the intention of continued use by Livin by mandiri users. The method used in this Final Project research is Partial Least Square-Structural Equation Modeling which is used to examine the relationship between Mobile Banking Service Quality, Satisfaction, and Continuance Intention variables. Data will be collected through distributing online questionnaires to respondents who use Livin by Mandiri mobile banking. The results of the study indicate that Mobile Banking Service Quality and Brand Image have a positive and significant influence on Continuance Intention. Additionally, Mobile Banking Service Quality is also proven to have a positive and significant effect on Satisfaction. However, this study found that satisfaction does not significantly influence users' intention to continue using the service and does not act as a mediator in the relationship between Mobile Banking Service Quality and Continuance Intention. These findings suggest that service quality and a positive brand image can serve as key drivers for users to continue using Livin' by Mandiri, while user satisfaction alone is not sufficient to sustain long-term usage of the service.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Mobile Banking Service Quality, Satisfaction, Continuance Intention, Livin by Mandiri, Partial Least Square-Structural Method (PLS-SEM) |
| Subjects: | H Social Sciences > HF Commerce > HF5415.32 Consumers' preferences H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations |
| Divisions: | Faculty of Information and Communication Technology > Information Systems > 57201-(S1) Undergraduate Thesis |
| Depositing User: | Maharani Aisadira |
| Date Deposited: | 18 Jul 2025 04:01 |
| Last Modified: | 18 Jul 2025 04:01 |
| URI: | http://repository.its.ac.id/id/eprint/120005 |
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