Seabank Apps: Niat Penggunaan Berkelanjutan Berdasarkan Extended Expectation Confirmation Model dan Delone & Mclean Model
DOI:
https://doi.org/10.25126/jtiik.2025125Kata Kunci:
SeaBank, Expectation Confirmation Model, dan DeLone & McLean IS Success ModelAbstrak
SeaBank Apps, sebagai aplikasi layanan perbankan digital yang cukup populer di Indonesia, masih menghadapi sejumlah tantangan yang ditandai dengan berbagai keluhan dari pengguna, seperti masalah keamanan, keandalan, dan kualitas layanan aplikasi (Suara Konsumen, 2024). Hal tersebut mendasari pentingnya memahami lebih dalam faktor-faktor yang dapat mempertahankan pengguna dalam konteks persaingan aplikasi keuangan digital yang semakin ketat. Penelitian ini bertujuan untuk mengeksplorasi niat penggunaan berkelanjutan aplikasi SeaBank berdasarkan extended Expectation Confirmation Model (ECM) dan DeLone & McLean Model. Metode yang digunakan survei kuantitatif dengan mengumpulkan data sebanyak 115 responden sebagai pengguna SeaBank. Data yang telah terkumpul dianalisis menggunakan teknik analisis data SmartPLS untuk menguji hubungan antar variabel yang dihipotesiskan. Hipotesis yang dikembangkan dalam penelitian ini sebanyak 13 hipotesis, dimana terdapat tiga hipotesis yang ditolak yaitu information quality dan service quality tidak berpengaruh terhadap satisfaction serta satisfaction tidak memediasi antara information quality terhadap continuance use intention. Variabel expectation confirmation menjadi faktor terbesar yang mempengaruhi satisfaction dan continuance use intention. Temuan ini bahwa pengelola aplikasi SeaBank perlu fokus pada peningkatan konfirmasi harapan dan kegunaan yang dirasakan untuk meningkatkan kepuasan dan niat penggunaan keberlanjutan. Penelitian ini memberikan wawasan penting bagi pengembang aplikasi dan manajer dalam merancang strategi yang efektif untuk mempertahankan pengguna. Informasi yang dihasilkan dari penelitian ini diharapkan dapat membantu pengambil keputusan dalam merancang strategi yang lebih efektif untuk meningkatkan user engagement dan retensi pengguna aplikasi perbankan digital.
Abstract
SeaBank Apps, as a relatively popular digital banking service application in Indonesia, still faces several challenges marked by various user complaints, such as issues related to security, reliability, and service quality of the application (Suara Konsumen, 2024). This underlines the importance of gaining a deeper understanding of the factors that can retain users in the increasingly competitive context of digital financial applications. This study aims to explore the continuance intention to use the SeaBank application based on the extended Expectation Confirmation Model (ECM) and the DeLone & McLean Model. The method used is a quantitative survey, collecting data from 115 respondents who are SeaBank users. The collected data were analyzed using SmartPLS data analysis techniques to test the hypothesized relationships between variables. The hypotheses developed in this study number 13, of which three hypotheses were rejected: information quality and service quality do not affect satisfaction, and satisfaction does not mediate the relationship between information quality and continuance use intention. The expectation confirmation variable is the largest factor influencing satisfaction and continuance use intention. The conclusion from these findings is that SeaBank application managers need to focus on improving expectation confirmation and perceived usefulness to enhance satisfaction and continuance use intention. This research provides valuable insights for application developers and managers in designing effective strategies to retain users. The information generated from this study is expected to assist decision-makers in crafting more effective strategies to increase user engagement and retention of digital banking applications.
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