Peran Expectation Confirmation Model (ECM) terhadap Continuance Intention pada Pengguna Mobile Banking (Studi pada Bale by BTN)

Indria, Yesika Vivy (2025) Peran Expectation Confirmation Model (ECM) terhadap Continuance Intention pada Pengguna Mobile Banking (Studi pada Bale by BTN). Tesis (S2) - thesis, Universitas Bakrie.

[thumbnail of Cover] Text (Cover)
00.COVER.pdf - Accepted Version
Download (431kB)
[thumbnail of BAB 1, 2, 3] Text (BAB 1, 2, 3)
01.BAB I - III.pdf - Accepted Version
Restricted to Registered users only
Download (933kB)
[thumbnail of BAB IV] Text (BAB IV)
02.BAB IV.pdf - Accepted Version
Restricted to Registered users only
Download (1MB)
[thumbnail of BAB V] Text (BAB V)
03.BAB V.pdf - Accepted Version
Restricted to Registered users only
Download (321kB)
[thumbnail of DAFTAR PUSTAKA] Text (DAFTAR PUSTAKA)
04.DAFTAR PUSTAKA.pdf - Accepted Version
Download (242kB)
[thumbnail of LAMPIRAN] Text (LAMPIRAN)
05.LAMPIRAN.pdf - Accepted Version
Restricted to Registered users only
Download (368kB)

Abstract

The rapid growth of digital banking in Indonesia has encouraged Bank BTN to ensure the continuance of Bale by BTN by understanding the factors that influence customer loyalty and satisfaction. This study analyzes the effects of Brand Awareness, Brand Image, Mobile Banking Service Quality, and Visual Appeal on Continuance Intention, and explores the mediating roles of Confirmation, Perceived Usefulness, and Satisfaction within the Expectation Confirmation Model (ECM). Data from 226 respondents were analyzed using PLS-SEM with SmartPLS 4. The results show that Mobile Banking Service Quality significantly influences Continuance Intention both directly and through Confirmation, Perceived Usefulness, and Satisfaction. Visual Appeal does not have a direct effect, but shows significant indirect influence through the mediators. Meanwhile, Brand Awareness and Brand Image do not exhibit any significant effects. These findings highlight the importance of optimizing digital service quality and visual design to enhance user satisfaction and loyalty.

Item Type: Thesis (Tesis (S2) - )
Uncontrolled Keywords: expectation confirmation model, continuance intention, mobile banking, service quality, visual appeal, brand image, brand awarenes
Subjects: Marketing > Branding (Marketing)
Service Quality
Thesis > Thesis (S2)
Divisions: Fakultas Ekonomi dan Ilmu Sosial > Program Studi Magister Management
Depositing User: Yesika Vivy Indria
Date Deposited: 19 Nov 2025 10:17
Last Modified: 19 Nov 2025 10:17
URI: https://repository.bakrie.ac.id/id/eprint/12895

Actions (login required)

View Item View Item