Analisis Model Penerimaan Teknologi Mobile Banking Menggunakan Unified Theory of Acceptance and Use of Technology 2 (UTAUT 2)

Paramaeswari, Rr. Putri Intan (2021) Analisis Model Penerimaan Teknologi Mobile Banking Menggunakan Unified Theory of Acceptance and Use of Technology 2 (UTAUT 2). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Perkembangan teknologi informasi yang pesat memberikan pengaruh yang besar terhadap kehidupan sehari-hari. Tingkat kepuasan masyarakat yang tinggi terhadap teknologi informasi tersebut menjadi tolok ukur berkembangnya teknologi, salah satunya Mobile Banking. Dalam beberapa tahun terakhir, penggunaan Mobile Banking semakin diminati, terlebih di masa pandemic Covid-19 ini. Tingkat penerimaan dan kepuasan nasabah menjadi poin penting untuk mendukung nasabah melakukan transaksi kapan saja dan dimana saja tanpa harus datang ke bank. Penulis melakukan penelitian pada Mobile Banking milik bank BUMN, yaitu BNI Mobile Banking. Tujuan dari penelitian ini adalah untuk melakukan analisis faktor-faktor apa saja yang mempengaruhi minat transaksional serta kepuasan pengguna pada penggunaan BNI Mobile Banking. Dalam mencapai tujuan tersebut, penulis menggunakan metode UTAUT 2 dengan penambahan variabel Trust, Attitude, dan Satisfaction dengan menggunakan sampel sebanyak 127 responden. Teknik analisis dilakukan menggunakan SEM dengan WarpPLS sebagai software untuk menganalisis data. Hasil penelitian ini menunjukkan bahwa terdapat 8 variabel yang berpegaruh, yakni Performance Expectancy, Hedonic Motivation, Habit, Trust, Attitude, Behavioral Intention, Use Behavior, dan Satisfaction. Dari penelitian yang dilakukan, penggunaan BNI Mobile Banking terhadap kepuasan pengguna memiliki hubungan kesesuaian yang ditunjukkan dengan adanya kenaikan jumlah pengguna tiap tahunnya berdasarkan laporan tahunan BNI tahun 2018-2020. Pihak penyedia jasa perlu berfokus pada faktor-faktor tersebut untuk tetap dapat meningkatkan minat serta kepuasan pengguna dalam menggunakan BNI Mobile Banking. ====================================================================================================== The rapid of information technology development has become the major impact in life. The high level of user satisfaction becomes a benchmark to develop the technology, one of them is Mobile Banking (M-Banking). In recent years, the use of mobile banking has become increasingly popular, especially during COVID�19 pandemic. User acceptance and satisfaction level becomes more important to support bank customer to do transaction anytime and anywhere without having to come to the bank. The author does the research to BNI Mobile Banking. This issue encourages the author to conducts research to find out what factors could influence user interest in using M-Banking so that it can measure the level of user satisfaction. In order to achieve the goals, author use UTAUT2 method with the 3 addition variables: Trust, Attitude, and Satisfaction with 127 respondents as the sample. The analysis technique was performed using SEM with WarpPLS as the software to analyse data. This study shows that there are 8 variables which are affected, Performance Expectancy, Hedonic Motivation, Habit, Trust, Attitude, Behavioral Intention, Use Behavior, dan Satisfaction. The use of Mobile Banking on satisfaction has a conformity relationship as indicated by the increae of users each year based on BNI annual report on 2018-2020. From the research that are conducted, the company needs to put attention to influenced factors in order to increase the user’s intention and satisfaction in using BNI Mobile Banking.

Item Type: Thesis (Masters)
Uncontrolled Keywords: SEM-PLS, Trust, Attitude, Satisfaction, UTAUT 2, Mobile Banking
Subjects: Q Science > QA Mathematics > QA278.3 Structural equation modeling.
T Technology > T Technology (General) > T58.6 Management information systems
Divisions: Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis
Depositing User: Rr. Putri Intan Paramaeswari
Date Deposited: 11 Aug 2021 06:26
Last Modified: 11 Aug 2021 06:26
URI: https://repository.its.ac.id/id/eprint/85420

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