Pengaruh Kepuasan terhadap Penggunaan Berkelanjutan Bank Digital di Indonesia

Rinwantin Rinwantin, Rahmi Yuliana

Abstract


Bank digital memiliki peran setara dengan bank konvensional dan diproyeksikan mengalami pertumbuhan transaksi signifikan di Indonesia. Fenomena ini berpotensi meningkatkan inklusi keuangan dan mewujudkan masyarakat tanpa tunai. Penelitian ini bertujuan untuk mengkaji pengaruh kepuasan nasabah terhadap niat penggunaan berkelanjutan layanan bank digital, dengan fokus pada kajian pasca-adopsi. Studi ini penting mengingat investasi besar dalam bisnis bank digital dan perlunya pemahaman sikap pasca penggunaan untuk mengevaluasi niat berkelanjutan. Melalui studi literatur dan analisis data yang dikumpulkan melalui survei daring (Gform), penelitian ini menemukan bahwa sikap positif terhadap bank digital dan kepuasan nasabah memiliki pengaruh signifikan dan positif terhadap niat penggunaan berkelanjutan. Sementara itu, komitmen afektif dan persepsi kegunaan tidak menunjukkan pengaruh signifikan. Implikasi dari temuan ini penting bagi bank digital, pengguna, dan pembuat kebijakan dalam upaya mendorong adopsi dan keberlanjutan penggunaan layanan bank digital di Indonesia..

Kata Kunci: Perceived Usefullness, Attitude Towards, Satisfaction, Continuance intention, bank digital

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DOI: https://doi.org/10.37531/sejaman.v8i2.9169

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