Perceived Usefulness, Perceived Enjoyment, Trust dan Continuance Intention dalam Mobile Sharia Banking: Bagaimana Kekuatan Kepuasan Nasabah?
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Abstract
Tujuan dari penelitian ini adalah untuk menguji pengaruh persepsi utilitas, persepsi kesenangan, kepercayaan, dan kepuasan nasabah terhadap niat keberlanjutan pemanfaatan layanan mobile banking pada bank syariah. Penelitian ini menggunakan teknik penelitian kuantitatif dengan menggunakan software SmartPLS 3.0. Pengumpulan data primer meliputi pemilihan kelompok responden tertentu yaitu nasabah Bank Syariah Indonesia (BSI) di Kota Bandar Lampung, Provinsi Lampung. Hal ini dilakukan dengan menggunakan strategi purposive sampling. Investigasi ini menggunakan total 150 sampel. Data dikumpulkan menggunakan Google Form, dan evaluasi indikasi dilakukan menggunakan Skala Likert. Penelitian menunjukkan bahwa persepsi utilitas, persepsi kesenangan, dan kepercayaan berdampak terhadap keinginan nasabah Bank Syariah Indonesia (BSI) untuk terus menggunakan layanan mobile perbankan syariah. Kesenangan konsumen meningkatkan dampak persepsi kesenangan terhadap keinginan untuk terus menggunakan mobile Sharia banking di kalangan nasabah Bank Syariah Indonesia (BSI). Dampak dari persepsi utilitas dan kepercayaan terhadap niat untuk melanjutkan perbankan syariah seluler di kalangan nasabah Bank Syariah Indonesia (BSI) berkurang seiring dengan kepuasan nasabah.
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