Faktor-faktor yang memengaruhi continuance intention dari penggunaan mobile payment pada Bank XYZ

Utama, Mayumi Sari (2021) Faktor-faktor yang memengaruhi continuance intention dari penggunaan mobile payment pada Bank XYZ. Masters thesis, Universitas Pelita Harapan.

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Abstract

Seiring dengan perkembangan teknologi informasi, industri perbankan di Indonesia mulai memberikan pelayanan digital kepada masyarakat, bukan hanya untuk melakukan transaksi perbankan, tetapi juga untuk melakukan pembayaran kebutuhan sehari-hari seperti pembayaran listrik, pembelian pulsa, tagihan internet, pembayaran langganan TV kabel, hingga melakukan pengisian saldo pada e-wallet yang dapat dilakukan secara daring menggunakan aplikasi mobile payment (M-Payment). Menurut Expectation Confirmation Theory yang dikemukakan oleh Bhattacherjee (2001), niat konsumen untuk melanjutkan penggunaan layanan ditentukan terutama oleh kepuasan mereka dengan penggunaan sebelumnya dari produk atau layanan tersebut. Oleh karena itu continuance intention dapat digunakan sebagai tolak ukur keberhasilan suatu produk. Penelitian ini berfokus pada faktor -faktor yang memengaruhi continuance intention dalam penggunaan M-Payment oleh nasabah Bank XYZ, khususnya dalam fitur bayar beli, sehingga pada akhirnya penelitian ini dapat membantu Bank XYZ sebagai penyedia jasa dalam mengevaluasi produknya. Penelitian ini dilakukan di Jakarta dengan melibatkan 139 nasabah Bank XYZ pengguna fitur M-Payment. Pengumpulan data dilakukan dengan menyebarkan kuesioner berisi 34 pertanyaan denan Skala Likert 1 – 5 berdasarkan metode convenience sampling. Data dianalisis dengan metode SEM berbasiskan PLS. Hasil penelitian ini menyatakan bahwa information quality dan trust memiliki pengaruh positif pada satisfaction; information quality, structural assurance dan situational normality memiliki pengaruh positif pada trust; serta continuance intention dipengaruhi secara signifikan oleh trust dan satisfaction. / Along with the development of information technology, banking industry in Indonesia has begun to provide digital services to the public, not only to carry out banking transactions, but also to make payments for daily needs such as electricity payments, credit purchases, internet bills, cable TV subscription payments, as well as making top ups on various e-wallets that can be done online though mobile payment application (M-Payment). According to Bhattacherjee (2001) with his Expectation Confirmation Theory, consumers’ intention to continue using the service is determined primarily by their satisfaction with the previous use of the product or service. Therefore, continuance intention can be used as a success measure of a product. This study focuses on the factors that affect continuance intention in using M-Payment by XYZ Bank customers, especially in the ‘pay-buy’ feature, so that in the end this research can help XYZ Bank in evaluating its products. This research was conducted in Jakarta, involving 139 XYZ Bank customers who use the M-Payment feature. Data collection was carried out by distributing questionnaires containing 34 questions with a Likert scale of 1 - 5 based on the convenience sampling method. The data were analyzed using PLS-based SEM method. The results of this study state that information quality and trust have a positive effect on satisfaction; information quality, structural assurance and situational normality have a positive effect on trust; and continuance intention are significantly influenced by trust and satisfaction.

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