ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPERCAYAAN DAN KEPUASAN PENGGUNAAN MOBILE BANKING : MODIFIKASI DELONE DAN MCLEAN

Tryas Chasbiandani, Tiara Pandansari

Abstract


Penelitian ini mengkaji faktor – faktor yang mempengaruhi kepercayaan dan kepuasan pengguna mobile banking dengan menggunakan model modifikasi DeLone McLean. Tingkat kepercayaan pengguna mobile banking dipengaruhi secara langsung oleh tingkat kepuasan dari penggunanya, dimana tingkat kepuasan tersebut nantinya akan dipengaruhi oleh kualitas dari fiture yang disediakan di mobile banking. Tngkat kepuasan dari pengguna mobile banking didukung oleh adanya kualitas sistem yang disediakan, kualitas informasi yang mampu diberikan serta kualitas desain agar mudah dimengerti oleh penggunanya. Hasil penelitian menunjukkan bahwa terdapat pengaruh tingkat kepercayaan seorang pengguna mobile banking dengan tingkat kepuasan yang diperoleh dari penggunaanya. Selain itu tingkat kepercayaan seorang pengguna mobile banking dipengaruhi oleh kualitas sistem, kualitas informasi dan kualitas desain informasi yang terkandung dalam aplikasi mobile banking.

Keywords


mobile banking, kepercayaan, kepuasan, kualitas informasi, dan kualitas desain

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References


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