Analisis Continuance Intention Pada Bca Mobile Menggunakan Expectation Confirmation Model (ECM) Dengan Trust Sebagai Moderasi
DOI:
https://doi.org/10.37385/msej.v6i6.9571Keywords:
Konfirmasi, Persepsi Keegunaan, Kepuasan, Niat Berkelanjutan, Kepercayaan, BCA MobileAbstract
Penelitian ini bertujuan untuk menganalisis niat melanjutkan penggunaan (Continuance Intention) aplikasi BCA Mobile menggunakan kerangka Expectation Confirmation Model (ECM) dengan Trust (Kepercayaan) sebagai variabel moderasi. Penelitian ini menggunakan pendekatan kuantitatif dengan data primer yang dikumpulkan melalui kuesioner daring dari 250 responden pengguna BCA Mobile di Kota Surakarta, yang dipilih menggunakan teknik non-probability sampling dengan metode purposive sampling. Analisis data menggunakan Structural Equation Modeling Partial Least Squares (SEM-PLS). Hasil analisis menunjukkan bahwa Confirmation berpengaruh positif signifikan terhadap Perceived Usefulness dan Satisfaction. Perceived Usefulness juga berpengaruh positif signifikan terhadap Satisfaction, dan Satisfaction berpengaruh positif signifikan terhadap Continuance Intention. Trust juga terbukti secara signifikan memoderasi hubungan antara Satisfaction dan Continuance Intention. Temuan penting dari penelitian ini adalah Tidak ditemukan adanya pengaruh yang signifikan dari variabel Perceived Usefulness terhadap variabel Continuance Intention, yang mengindikasikan bahwa kegunaan fungsional telah menjadi standar minimum bagi pengguna. Keterbatasan penelitian ini mencakup dominasi sampel oleh pelajar/mahasiswa dengan pendapatan rendah, sehingga disarankan bagi penelitian selanjutnya untuk memperluas keragaman demografi responden dan mengintegrasikan variabel eksternal lain seperti user experience (UX) atau kualitas layanan.
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