BNI 移动银行服务用户的技术接受模型、用户满意度、用户信任度与移动银行采纳意向之间的关系

Muhammad Aurelio Putra Subani, Raden Roro Ratna Roostika
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引用次数: 0

摘要

本研究探讨了由感知有用性、感知易用性和感知安全性组成的技术接受模型(TAM)与用户信任度、用户满意度以及 BNI 移动银行用户继续使用移动银行服务的意愿之间的关系。研究样本涉及库都斯地区的 BNI 移动银行用户,通过在库都斯的印尼国家银行(BNI)分行向 200 名线下受访者发放问卷的方式收集数据。随后,利用 Excel 和 Smart-PLS 软件的结构方程建模(SEM)方法进行了数据分析。研究结果表明,"感知有用性 "和 "感知易用性 "对 BNI 移动银行用户使用移动银行的意向有积极而显著的影响。相比之下,安全感对手机银行用户的使用意向影响不大。用户满意度和用户信任度也对手机银行的使用意向有积极而重要的影响。虽然对易用性的感知对用户满意度和用户信任度没有显著影响,但这些发现为了解影响用户使用 BNI 手机银行服务和满意度的因素提供了宝贵的见解。
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Hubungan Antara Technology Acceptance Model, User Satisfaction, User Trust dan Mobile Banking Adoption Intention pada Pengguna Layanan BNI Mobile Banking
This study explores the relationship between the Technology Acceptance Model (TAM), consisting of perceived usefulness, perceived ease of use, and perceived security, with user trust, user satisfaction, and intention to continue adopting the use of mobile banking services among users of BNI Mobile Banking. The research sample involves users of BNI Mobile Banking in Kudus Regency, and data were collected by distributing questionnaires to 200 respondent offline at Bank Nasional Indonesia (BNI) branch in Kudus. Subsequently, data analysis was conducted using the Structural Equation Modeling (SEM) method with Excel and Smart-PLS software. The research findings indicate that perceived usefulness and perceived ease of use have a positive and significant impact on the intention to adopt mobile banking among users of BNI Mobile Banking. In contrast, perceived security does not have a significant influence on the intention to adopt mobile banking. User satisfaction and user trust also have a positive and significant impact on the intention to adopt mobile banking. Although the perception of ease of use does not significantly affect user satisfaction and user trust, these findings provide valuable insights into understanding the factors influencing the adoption and satisfaction of users in BNI Mobile Banking services.
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