Skripsi

PENDEKATAN KOMBINASI MODEL UTAUT 2 DAN DELONE & MCLEAN UNTUK MENGIDENTIFIKASI FAKTOR - FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA PADA BANK JAMBI MOBILE

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Penilaian

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Mobile banking is a digital banking innovation designed to simplify transactions and account management. However, based on Playstore reviews, 30% of users still face issues, particularly in accessing the app, which leads to transaction failures. This study aims to identify the factors influencing user satisfaction using the SEM-PLS method, which is suitable for complex models with multiple latent variables. Data were collected from 384 respondents using the Lemeshow formula. Validity was tested using factor loading (≥0.7), and reliability was confirmed through Cronbach's Alpha and Composite Reliability (≥0.7). The results show that human-related factors significantly contribute to user satisfaction, with an R-Square value of 43.6%. Key influencing factors include Price Value, Performance and Effort Expectancy, Social Influence, Hedonic Motivation, Facilitating Conditions, Habit, and Behavioral Intention. Effort Expectancy (ease of use) emerged as the dominant factor. It is recommended to improve access speed, system stability, and implement AI-driven customer support. Future research could explore the role of trust and security perception in enhancing user satisfaction and loyalty.

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2507004224	T179200	T1792002025	Central Library (REFERENCE)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T1792002025

Publisher

Indralaya : Program Magister Ilmu Komputer, Fakultas Ilmu Komputer Universitas Sriwijaya., 2025

Collation

xvi, 175 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

004.07

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

Ilmu Komputer

Specific Detail Info

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Statement of Responsibility

TUTI

Other version/related

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