PENDEKATAN KOMBINASI MODEL UTAUT 2 DAN DELONE & MCLEAN UNTUK MENGIDENTIFIKASI FAKTOR - FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA PADA BANK JAMBI MOBILE

NISAK, NOVRINDA KHAIRUN and Ibrahim, Ali (2025) PENDEKATAN KOMBINASI MODEL UTAUT 2 DAN DELONE & MCLEAN UNTUK MENGIDENTIFIKASI FAKTOR - FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA PADA BANK JAMBI MOBILE. Masters thesis, Sriwijaya University.

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Abstract

Mobile banking is a digital banking innovation designed to simplify transactions and account management. However, based on Playstore reviews, 30% of users still face issues, particularly in accessing the app, which leads to transaction failures. This study aims to identify the factors influencing user satisfaction using the SEM-PLS method, which is suitable for complex models with multiple latent variables. Data were collected from 384 respondents using the Lemeshow formula. Validity was tested using factor loading (≥0.7), and reliability was confirmed through Cronbach's Alpha and Composite Reliability (≥0.7). The results show that human-related factors significantly contribute to user satisfaction, with an R-Square value of 43.6%. Key influencing factors include Price Value, Performance and Effort Expectancy, Social Influence, Hedonic Motivation, Facilitating Conditions, Habit, and Behavioral Intention. Effort Expectancy (ease of use) emerged as the dominant factor. It is recommended to improve access speed, system stability, and implement AI-driven customer support. Future research could explore the role of trust and security perception in enhancing user satisfaction and loyalty.

Item Type:	Thesis (Masters)
Subjects:	T Technology > T Technology (General) > T58.6-58.62 Management information systems > T58.6 General works Industrial engineering Information technology. Information systems (General) Management information systems -- Continued T Technology > T Technology (General) > T58.5-58.64 Information technology > T58.6.E9 Management information systems -- Congresses.
Divisions:	09-Faculty of Computer Science > 55101-Informatics (S2)
Depositing User:	Novrinda Khairun Nisak
Date Deposited:	18 Jul 2025 04:14
Last Modified:	18 Jul 2025 04:14
URI:	http://repository.unsri.ac.id/id/eprint/179200

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