PENGARUH CUSTOMER TRUST DAN PERCEIVED USEFULNESS TERHADAP KEPUTUSAN MENGGUNAKAN APLIKASI BANK DIGITAL DENGAN DIMEDIASI BEHAVIORAL INTENTION
Abstract
This research aims to analyze the influence of customer trust and perceived usefulness on the usage decision of SeaBank digital banking application, with behavioral intention as a mediating variable. The background of this research is the rapid development of digital banking services in Indonesia, especially the SeaBank application, but the adoption rate is not always linear with the growth of internet users. The research method uses a quantitative approach with a survey of 150 SeaBank customers in the Jabodetabek area. Data were analyzed using Structural Equation Modeling (SEM-PLS). The results showed that customer trust has a positive and significant effect on behavioral intention, while perceived usefulness does not have a significant effect on behavioral intention. Customer trust and perceived usefulness have a positive and significant effect on the usage decision of the SeaBank application. Behavioral intention was proven to mediate the influence of customer trust on the usage decision, but it does not mediate the influence of perceived usefulness on the usage decision. This research provides theoretical implications in the development of technology adoption models and practical implications for SeaBank management in increasing user loyalty.
Keywords
Full Text:
PDF (Bahasa Indonesia)References
Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science), 19(3), 134–158. https://doi.org/10.14710/jspi.v19i3.134-158
Bangkara, R. P., & Mimba, N. P. S. H. (2016). Pengaruh Perceived Usefulness Dan Perceived Ease Of Use Pada Minat Penggunaan Internet Banking Dengan Attitude Toward Using Sebagai Variabel Intervening. E-Jurnal Akuntansi Universitas Udayana, 16(3), 2408–2434.
Bank Indonesia. (2023). Laporan Pereknomian Provinsi.
Birny. (2023, March 26). Survei Katadata Insight Center: Nasabah Butuh Fitur Super App Perbankan | Ekonomi. Gatra.Com. https://www.gatra.com/news-568269-ekonomi-survei-katadata-insight-center-nasabah-butuh-fitur-super-app-perbankan.html
Chawla, D., & Joshi, H. (2019). Consumer attitude and intention to adopt mobile wallet in India – An empirical study. International Journal of Bank Marketing, 37(7), 1590–1618. https://doi.org/10.1108/IJBM-09-2018-0256
Cyr, D., Hassanein, K., Head, M., & Ivanov, A. (2007). The role of social presence in establishing loyalty in e-Service environments. Interacting with Computers, 19(1), 43–56. https://doi.org/10.1016/j.intcom.2006.07.010
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, 35(8), 982–1003. https://doi.org/10.1287/mnsc.35.8.982
Doney, P. M., & Cannon, J. P. (1997). An Examination of the Nature of Trust in Buyer-Seller Relationships. Journal of Marketing, 61(2), 35. https://doi.org/10.2307/1251829
Effendy, F., Hurriyati, R., & Hendrayati, H. (2021). Perceived Usefulness, Perceived Ease of Use, and Social Influence: Intention to Use e-Wallet. https://doi.org/10.2991/aebmr.k.210831.060
Fadlan, A., & Dewantara, R. Y. (2018). Pengaruh Persepsi Kemudahan Dan Persepsi Kegunaan Terhadap Penggunaan Mobile Banking (Studi Pada Mahasiswa Pengguna Mobile Banking Universitas Brawijaya. Jurnal Administrasi Bisnis, 62(1), 82–89. https://administrasibisnis.studentjournal.ub.ac.id/index.php/jab/article/view/2652
Fatuh, M. (2017). Pengaruh Promosi Penjualan, Perceived Ease Of Use Dan Perceived Usefulness Terhadap Keputusan Menggunakan Transportasi Online (Studi Pada Pengguna Uber Di Surabaya Pusat). Jurnal Ilmu Manajemen (JIM), 5(4), 1–9. https://ejournal.unesa.ac.id/index.php/jim/article/view/22182
Fishbein, M. (1975). Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research (I. Ajzen, Ed.). Addison-Wesley Publishing Company.
Gefen, D., Karahanna, E., & Straub, D. (2003). Trust and TAM in Online Shopping: An Integrated Model. MIS Quarterly, 27(1), 51. https://doi.org/10.2307/30036519
Ghozali, I. (2021). Partial Least Square Konsep, Teknik, dan Aplikasi Menggunakan Program SmartPLS 3.2.9 Untuk Penelitian Empiris (3rd ed.). Semarang : Badan Penerbit Universitas Dipenogoro. ISBN: 979-704-300-2.
Greenberg, J., & Baron, R. A. (2008). Behavior in Organizations (9th ed.). Pearson Education.
Gupron, Yandi, A., & Pratama. (2022). Meningkatkan Citra Perbankan Melalui Kualitas Pelayanan Dan Customer Relationship Management Pada BNI Kc Simpang Rimbo Kota Jambi. Jurnal Manajemen Terapan Dan Keuangan, 11(01), 186–197. https://doi.org/10.22437/JMK.V11I01.17321
Hanafi, W. N., & Toolib, S. N. (2021). Influences of Perceived Usefulness, Perceived Ease of Use, and Perceived Security on Intention to Use Digital Payment: A Comparative Study Among Malaysian Younger and Older Adults. International Journal of Business Management (IJBM), 3(1), 15–24.
Iffat, M. F., & Laksmi, A. C. (2023). Pengaruh persepsi manfaat, kemudahan penggunaan, risiko terhadap minat menggunakan dompet elektronik. Proceeding of National Conference on Accounting & Finance, 5, 441–449.
Ismail, H. A., & Purwani, T. (2021). Faktor Yang Mempengaruhi Minat Penggunaan Mobile Banking. Indicators : Journal of Economic and Business, 3(2), 151–157. https://doi.org/10.47729/indicators.v3i2.99
Jun, M., & Palacios, S. (2016). Examining the key dimensions of mobile banking service quality: an exploratory study. International Journal of Bank Marketing, 34(3), 307–326. https://doi.org/10.1108/IJBM-01-2015-0015
Koufaris, M., & Hampton-Sosa, W. (2004). The development of initial trust in an online company by new customers. Information & Management, 41(3), 377–397. https://doi.org/10.1016/j.im.2003.08.004
Kumala, D. C., Pranata, J. W., & Thio, S. (2020). Pengaruh Perceived Usefulness, Perceived Ease Of Use, Trust, Dan Security Terhadap Minat Penggunaan Gopay Pada Generasi X di Surabaya. Jurnal Manajemen Perhotelan, 6(1), 19–29. https://doi.org/10.9744/jmp.6.1.19-29
Kumbhar, V. M. (2011). Factors Affecting the Customer Satisfaction in E-Banking: Some Evidences from Indian Banks. Knowledge Management Research & Practice, 3, 1–14.
Kurniaputra, A. Y., & Nurhadi, M. (2018). Pengaruh Persepsi Kemudahan, Risiko Dan Manfaat Terhadap Keputusan Nasabah Menggunakan Mobile Banking BRI di Surabaya. Journal of Business & Banking, 8(1). https://doi.org/10.14414/jbb.v8i1.1557
Lintasarta. (2016). Era Transformasi Digital (37th ed.). Media Service Bisnis Indonesia.
Lipursari, A. (2013). Peran Sistem Informasi Manajemen (SIM) dalam Pengambilan Keputusan. Jurnal Stie Semarang (Edisi Elektronik), 5(1), 26–37. https://jurnal3.stiesemarang.ac.id/index.php/jurnal/article/view/154
Lunenburg, F. C. (2010). The Decision Making Process. National Forum of Educational Administration and Supervision Journal, 27(4), 1–12.
McKnight, D. H., & Chervany, N. L. (2001). What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology. International Journal of Electronic Commerce, 6(2), 35–59. https://doi.org/10.1080/10864415.2001.11044235
Meida, L., & Trifiyanto, K. (2022). Pengaruh Perceived Trust dan Perceived Risk Terhadap Behavioral Intention dengan Perceived Ease of Use sebagai Variabel Intervening. Jurnal Ilmiah Mahasiswa Manajemen, Bisnis Dan Akuntansi (JIMMBA), 4(2), 217–232. https://doi.org/10.32639/jimmba.v4i2.92
Munoz-Leiva, F., Climent-Climent, S., & Liébana-Cabanillas, F. (2016). Determinants of Intention to Use the Mobile Banking Apps: An Extension of the Classic TAM Model. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3489124
Nafisah, H., Dalimunte, A. A., & Harahap, M. I. (2023). Analisis Pengaruh Customer Trust Terhadap Keputusan Menggunakan Mobile Banking Melalui Perceived Risk Sebagai Variabel Intervening. Jurnal Mutiara Ilmu Akuntansi, 1(4), 214–233. https://doi.org/10.55606/jumia.v1i4.2042
Nurcholis, L., & Ferdianto, R. (2021). How to Expand Repurchase Intention? The Intervening Impact of Attitude towards Mobile Shopping. Binus Business Review, 12(1), 11–19. https://doi.org/10.21512/bbr.v12i1.6454
OJK. (2022). Laporan Tahunan OJK 2022.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Prabawalingga, I., & Yadnyana, I. K. (2016). Persepsi Kemanfaatan dan Persepsi Kemudahan dengan Minat Penggunaan sebagai Variabel Intervening terhadap Perilaku Penggunaan Sistem. -Journal Ekonomi Dan Bisnis Universitas Udayana, 5(10), 3359–3390.
Rachmawati, I. K., Bukhori, M., Majidah, Y., Hidayatullah, S., & Waris, A. (2020). Analysis Of Use Of Mobile Banking With Acceptance And Use Of Technology (Utaut). International Journal of Scientific & Technology Research, 9(8), 534–540.
Raza, S. A., Umer, A., & Shah, N. (2017). New determinants of ease of use and perceived usefulness for mobile banking adoption. International Journal of Electronic Customer Relationship Management, 11(1), 44. https://doi.org/10.1504/IJECRM.2017.086751
Reichheld, F. F., & Schefter, P. (2000). E-Loyalty: Your Secret Weapon on the Web: Harvard Business Review. Harvard Business School Press.
Rismalia, R., & Sugiyanto, S. (2022). Pengaruh Persepsi Kemudahan, Persepsi Manfaat Dan Kepercayaan Terhadap Keputusan Penggunaan Uang Elektronik Dengan Sikap Sebagai Variabel Intervening Pada Pengguna Dana Di Universitas Esa Unggul. SINOMIKA Journal: Publikasi Ilmiah Bidang Ekonomi Dan Akuntansi, 1(3), 561–588. https://doi.org/10.54443/sinomika.v1i3.309
Riyadi, A. S. E., Hadi, S. P., & Widayanto, W. (2024). Pengaruh Perceived Risk dan Perceived Ease Of Use Terhadap Behavioral Intention Melalui Trust Sebagai Variabel Intervening (Pada Pengguna Shopeepay Generasi Milenial dan Z di Jakarta). Jurnal Ilmu Administrasi Bisnis, 13(4), 984–995. https://doi.org/10.14710/JIAB.2024.43760
Sandy, K. F. (2024, May 22). Transaksi Digital Banking Tembus Rp5.340,9 Triliun, Naik 19 Persen di April 2024. IDX Channel.
Saputra, S., Selli, S., & Yuwono, W. (2025). The Influence of Customer Experience, Perceived Ease of Use, Perceived Usefulness, Perceived Risk on Behavioral Intention To Use Mobile Banking In Malaysia. EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi Dan Bisnis, 13(1). https://doi.org/10.37676/ekombis.v13i1.6641
Schiffman, L., & Kanuk, L. L. (2008). Perilaku Konsumen (7th ed.). Indeks.
Seetharaman, A., Kumar, K. N., Palaniappan, S., & Weber, G. (2017). Factors Influencing Behavioural Intention to Use the Mobile Wallet in Singapore. Journal of Applied Economics and Business Research, 7(2), 116–136.
Setiawan, R. B. (2021). An Effect of Relationship Marketing on Customer Trust and Impact on Customer Retention Bank Sumut Branch Lubuk Pakam. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(3), 5976–5986. https://doi.org/10.33258/BIRCI.V4I3.2397
Setyawati, R. E. (2020). Pengaruh Perceived Usefullness, Perceived Ease of Use Terhadap Behavioral Intention To Use dengan Atittude Towards Using sebagai Variabel Intervening (Studi Kasus Pada Gopay Dikota Yogyakarta). Jurnal Ekobis Dewantara, 3(1), 39–51. https://doi.org/10.26460/ed_en.v3i1.1470
Shaw, N. (2014). The mediating influence of trust in the adoption of the mobile wallet. Journal of Retailing and Consumer Services, 21(4), 449–459. https://doi.org/10.1016/j.jretconser.2014.03.008
Sinaga, S. A. (2024). Analisis Faktor-Faktor Yang Mempengaruhi Minat Beli Konsumen Di Lokaria Coffee Shop [Skripsi]. Universitas Medan Area.
Siyal, A. W., Donghong, D., Umrani, W. A., Siyal, S., & Bhand, S. (2019). Predicting Mobile Banking Acceptance and Loyalty in Chinese Bank Customers. Sage Open, 9(2). https://doi.org/10.1177/2158244019844084
Sugiyanto. (2007). Sistem Informasi Keperilakuan (Cet.1). Andi Offset.
Sugiyono. (2020). Metode Penelitian Kuantitatif, Kualitatif Dan R&D (2nd, Cet.2 ed.). Alfabeta.
Sumarwan, U. (2002). Perilaku Konsumen : Teori dan Penerapannya dalam Pemasaran (1st ed.). Ghalia Indonesia.
Tahar, A., Riyadh, H. A., Sofyani, H., & Purnomo, W. E. (2020). Perceived Ease of Use, Perceived Usefulness, Perceived Security and Intention to Use E-Filing: The Role of Technology Readiness. The Journal of Asian Finance, Economics and Business, 7(9), 537–547. https://doi.org/10.13106/jafeb.2020.vol7.no9.537
Umar, H. (2013). Metode Penelitian untuk Skripsi dan Tesis Bisnis (2nd ed.). Rajawali Pers.
Venkatesh, Morris, Davis, & Davis. (2003). User Acceptance of Information Technology: Toward a Unified View. MIS Quarterly, 27(3), 425. https://doi.org/10.2307/30036540
Venkatesh, V., & Zhang, X. (2010). Unified Theory of Acceptance and Use of Technology: U.S. Vs. China. Journal of Global Information Technology Management, 13(1), 5–27. https://doi.org/10.1080/1097198X.2010.10856507
Wahyudi, W., Mukhsin, Moh., & Nupus, H. (2021). Meningkatkan Intention To Use Aplikasi Mobile JKN Melalui Perceived Usefulness Dan Attitude Towards Use Sebagai Variabel Intervening (Studi pada Pengguna Aplikasi Mobile JKN Segmen Pekerja Penerima Upah Badan Usaha di Wilayah BPJS Kesehatan Cabang Serang). Jurnal Riset Bisnis Dan Manajemen Tirtayasa, 5(1), 98–116. https://doi.org/10.48181/jrbmt.v5i1.11545
Wibawa, R. P., & Subriadi, A. P. (2019). The Effect of Expectancy, Satisfaction of Product Attributes and System Attributes in Repurchasing Online. IPTEK Journal of Proceedings Series, 0(1), 71–74. https://doi.org/10.12962/j23546026.y2019i1.5113
Widiar, G., Yuniarinto, A., & Yulianti, I. (2023). Perceived Ease of Use’s Effects on Behavioral Intention Mediated by Perceived Usefulness and Trust. Interdisciplinary Social Studies, 2(4), 1829–1844. https://doi.org/10.55324/iss.v2i4.397
Wijaya, G., Lumbantobing, R., & Tampubolon, L. D. R. (2024). Analysis Of Efficiency Level In Indonesian Banking Companies Listed On The Indonesian Stock Exchange For The 2019-2022 Period. Eduvest - Journal of Universal Studies, 4(6), 4794–4817. https://doi.org/10.59188/eduvest.v4i6.1186
Wijayanti, M. W., Suddin, A., & Sutarno. (2019). Pengaruh Perceived Usefulness Dan Perceived Ease Of Use Terhadap Behaviour Intention To Use Bri Digital Banking Pada Agen Brilink Pt Bank Rakyat Indonesia Tbk Kantor Cabang Magelang. Jamasada: Jurnal Manajemen Sumber Daya Manusia, 13(2), 188–199. https://ejurnal.unisri.ac.id/index.php/Manajemen/article/view/3600
Wulandari, F. T. (2017). Determinan Minat Penggunaan Mobile Banking Di Universitas Brawijaya: Modifikasi Technology Acceptance Model (Tam) Dan Innovation Diffusion Theory (IDT) [Skripsi]. Universitas Brawijaya.
Yanti, H. E. (2023). Pengaruh Perceived Ease Of Use, Perceived Usefulness, Terhadap Keputusan Menggunakan Bsi Mobile Dengan Minat Sebagai Variabel Intervening (Studi Kasus Mahasiswa S1 UIN Prof. K.H. Saifuddin Zuhri Purwokerto) [Thesis (Skripsi)]. UIN Prof. K. H. Saifuddin Zuhri.
Yuliandini, P. R., & Roosdhani, M. R. (2025). Pengaruh Perceived Ease Of Use, Perceived Risk, dan Perceived Usefullnes, Terhadap Behavioral Intention melalui Attitude Toward Using to Mobile Banking (BRImo) di Kota Jepara. Oikos: Jurnal Kajian Pendidikan Ekonomi Dan Ilmu Ekonomi, 9(2), 854–868
DOI: https://doi.org/10.46576/bn.v9i1.8630
Article Metrics
Abstract view : 0 timesPDF (Bahasa Indonesia) – 0 times
Refbacks
- There are currently no refbacks.
Copyright (c) 2026 mariana roe kothan
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Jurnal Bisnis Net Terindeks pada:
.gif)
Member Of:
BISNIS NET : JURNAL EKONOMI DAN BISNIS Published By :
FAKULTAS EKONOMI DAN BISNIS
UNIVERSITAS DHARMAWANGSA
Alamat : Jl. K. L. Yos Sudarso No. 224 Medan
Kontak : Tel. 061 6635682 - 6613783 Fax. 061 6615190
Surat Elektronik : jurnal_bisnisnet@dharmawangsa.ac.id
Bisnis Net : Jurnal Ekonomi dan Bisnis By Universitas Dharmawangsa is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Based on a work at http://jurnal.dharmawangsa.ac.id/index.php/bisnet/index