Analisis faktor privacy,practicity,design,sociality terhadap commitment melalui trust pada pengguna BCA Mobile di Surabaya

Limantara, Jesica Anastasia (2022) Analisis faktor privacy,practicity,design,sociality terhadap commitment melalui trust pada pengguna BCA Mobile di Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Perkembangan dari industri perbankan di Indonesia mulai meningkat. Hal ini ditandai dengan bermunculannya inovasi layanan yang disediakan contohnya seperti Mobile Banking. Salah satu bank yang mempunyai layanan ini yaitu bank BCA yang merupakan salah satu bank swasta terbesar di Indonesia yang memunculkan layanan mobile banking ini dengan nama BCA Mobile. Dengan banyaknya bank yang mulai memunculkan layanan mobile banking ini oleh karena itu, diperlukan cara untuk tetap dapat bertahan dalam industri mobile banking ini. Penelitian ini bertujuan untuk mengetahui pengaruh Privacy, Practicity, Design, Sociality, Enjoyment terhadap Commitment melalui Trust. Manfaat yang diharapkan dalam penelitian ini yaitu menambah wawasan dan pengetahuan terhadap ilmu manajemen serta mengenai pengaruh dari variabel-variabel yang ada dalam penelitian ini. Penelitian ini bersifat kausal dengan metode kuantitatif dan dengan menggunakan software AMOS 22.0 untuk membantu mengolah data primer dari 110 pengguna BCA Mobile di Surabaya yang berhasil dikumpulkan dnegan menggunakan teknik Snowball Sampling. Karakteristik responden yang ada dalam penelitian ini yaitu pria dan wanita, berusia 18-65 tahun, berdomisili di Surabaya, telah menjadi nasabah BCA di Surabaya lebih dari 1 tahun terakhir, telah memiliki aplikasi BCA Mobile, telah menggunakan aplikasi BCA Mobile pribadi di ponsel minimal 2 kali dalam 6 bulan terakhir, dan pernah menghubungi customer service BCA secara online dalam 6 bulan terakhir. Pada penelitian ini, diperoleh hasil bahwa variabel yang berpengaruh positif dan signifikan terhadap Trust yaitu Practicity dan Sociality kemudian, yang tidak berpengaruh signifikan yaitu Privacy dan Design. Sedangkan variabel yang berpengaruh positif dan signifikan terhadap Commitment yaitu Trust dan Practicity kemudian variabel yang tidak berpengaruh signifikan yaitu Privacy, Design, dan Sociality./The development of the banking industry in Indonesia began to increase. This is marked by the emergence of innovative services provided, for example, such as Mobile Banking. One of the banks that has this service is Bank BCA, which is one of the largest private banks in Indonesia that gave rise to this mobile banking service under the name BCA Mobile. With so many banks starting to give rise to this mobile banking service, therefore, it is necessary to find a way to survive in this mobile banking industry. This study aims to determine the effect of Privacy, Practice, Design, Sociality, Enjoyment on Commitment through Trust. The expected benefit in this research is to add insight and knowledge to management science and about the influence of the variables in this study. This research is causal with quantitative methods and using AMOS 22.0 software to help process primary data from 110 BCA Mobile users in Surabaya which was collected using the Snowball Sampling technique. The characteristics of the respondents in this study are male and female, aged 18-65 years, domiciled in Surabaya, have been BCA customers in Surabaya for more than 1 year, have had the BCA Mobile application, have used the personal BCA Mobile application on their mobile phone for at least 2 years. times in the last 6 months, and have contacted BCA customer service online in the last 6 months. In this study, the results showed that the variables that had a positive and significant effect on Trust were Practicity and Sociality, then the variables that had no significant effect were Privacy and Design. While the variables that have a positive and significant effect on Commitment are Trust and Practicity, then the variables that have no significant effect are Privacy, Design, and Sociality.

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