Pengaruh Persepsi Manfaat, Kemudahan, dan Resiko terhadap Kepuasan Nasabah dalam Menggunakan Aplikasi Mobile Banking Livin By Mandiri
Keywords:
Persepsi Manfaat, Kemudahan, Resiko, Kepuasan Nasabah, M-BankingAbstract
Pertumbuhan pesat layanan perbankan digital di Indonesia, termasuk aplikasi Livin' by Mandiri, menunjukkan peningkatan signifikan dalam adopsi teknologi mobile banking. Meskipun aplikasi ini mengalami lonjakan jumlah pengguna, tantangan seperti risiko keamanan, kendala teknis, dan persepsi terhadap manfaat serta kemudahan penggunaan masih menjadi perhatian utama. Penelitian ini bertujuan untuk mengkaji pengaruh Persepsi Manfaat, Kemudahan Penggunaan, dan Analisis Resiko terhadap Kepuasan Nasabah dalam menggunakan aplikasi Livin' by Mandiri menggunakan pendekatan Teori Perilaku Terencana (TPB). Penelitian dilakukan dengan pendekatan kuantitatif eksplanatori, melibatkan 190 responden yang dipilih melalui teknik purposive sampling. Data dikumpulkan menggunakan kuesioner berbasis daring menggunakan Google Form dengan skala Likert dan dianalisis melalui metode Structural Equation Modeling-Partial Least Squares (SEM-PLS) menggunakan perangkat lunak SmartPLS 4. Hasil penelitian menunjukkan bahwa Persepsi Manfaat dan Kemudahan Penggunaan berpengaruh positif dan signifikan terhadap Kepuasan Nasabah. Sebaliknya, Analisis Resiko memiliki pengaruh negatif yang signifikan, menunjukkan bahwa persepsi risiko yang tinggi dapat mengurangi Kepuasan Nasabah untuk menggunakan aplikasi. Implikasi dari penelitian ini adalah pentingnya pengelola layanan Livin' by Mandiri untuk terus meningkatkan manfaat dan kemudahan aplikasi sambil meminimalkan risiko yang dirasakan pengguna. Upaya ini dapat dilakukan melalui inovasi fitur, peningkatan keamanan, dan edukasi pengguna. Temuan ini juga memberikan kontribusi teoretis terhadap pengembangan kajian adopsi teknologi berbasis TPB.
References
Ojk.go.id, “Sikapi Uangmu,” Ojk.go.id. Accessed: Mar. 25, 2025. [Online]. Available: https://sikapiuangmu.ojk.go.id/FrontEnd/CMS/Download/562
H. Usman, N. W. K. Projo, C. Chairy, and M. G. Haque, “The exploration role of Sharia compliance in technology acceptance model for e-banking (case: Islamic bank in Indonesia),” Journal of Islamic Marketing, vol. 13, no. 5, pp. 1089–1110, Mar. 2022, doi: 10.1108/JIMA-08-2020-0230.
B. Setiawan, D. P. Nugraha, A. Irawan, R. J. Nathan, and Z. Zoltan, “User Innovativeness and Fintech Adoption in Indonesia,” Journal of Open Innovation: Technology, Market, and Complexity, vol. 7, no. 3, p. 188, Sep. 2021, doi: 10.3390/joitmc7030188.
Databooks.com, “Transaksi digital banking di Indonesia tumbuh 158% dalam 5 tahun terakhir,” Databooks.com.
Databooks.com, “Transaksi digital menggeser peran kantor cabang dan ATM bank,” Databooks.com . Accessed: Apr. 19, 2025. [Online]. Available: https://databoks.katadata.co.id/datapublish/2019/08/08/transaksi-digital- menggeser-peran-kantor-cabang-dan-atm-bank
K. Ariansyah, E. R. E. Sirait, B. A. Nugroho, and M. Suryanegara, “Drivers of and barriers to e-commerce adoption in Indonesia: Individuals’ perspectives and the implications,” Telecomm Policy, vol. 45, no. 8, p. 102219, Sep. 2021, doi: 10.1016/j.telpol.2021.102219.
E. H. Prasetyo, “Digital platforms’ strategies in Indonesia: Navigating between technology and informal economy,” Technol Soc, vol. 76, p. 102414, Mar. 2024, doi: 10.1016/j.techsoc.2023.102414.
N. Viviana and K. B. Mulyono, “Determinants of Students E-Money Intention,” in International Conference of Strategic Issues on Economics, Business and Education (ICoSIEBE 2021) , Atlantis Press, 2022. doi: 10.2991/aebmr.k.220104.048.
H. Sudarsono, M. N. Kholid, A. Trisanty, and M. Maisaroh, “The intention of Muslim customers to adopt mobile banking: The case of Islamic banks in Indonesia,” Cogent Business & Management, vol. 9, no. 1, Dec. 2022, doi: 10.1080/23311975.2022.2154102.
I. Arif, W. Aslam, and Y. Hwang, “Barriers in adoption of internet banking: A structural equation modeling - Neural network approach,” Technol Soc, vol. 61, p. 101231, May 2020, doi: 10.1016/j.techsoc.2020.101231.
B. Trianto, N. H. Nik Azman, and M. Masrizal, “E-payment adoption and utilization among micro-entrepreneurs: a comparative analysis between Indonesia and Malaysia,” Journal of Science and Technology Policy Management, vol. 16, no. 2, pp. 314–343, Feb. 2025, doi: 10.1108/JSTPM-12-2022-0207.
Bisnis.com, “Jumlah pengguna mobile banking Mandiri, BRI, BCA, dan BNI jumbo, siapa teratas?,” Bisnis.com. Accessed: Jun. 25, 2025. [Online]. Available: https://finansial.bisnis.com/read/20230110/90/1596133/jumlah-pengguna-mobile-banking- mandiri-bri-bca-dan-bni-jumbo-siapa-teratas
Bisnis.com, “Aplikasi Livin Mandiri Online error ternyata ini penyebabnya.” Accessed: Apr. 25, 2025. [Online]. Available: https://finansial.bisnis.com/read/20210320/90/1370111/aplikasi-livin- mandiri-online-error-ternyata-ini-penyebabnya
Liputan6.com, “Aplikasi Livin by Mandiri kembali bermasalah, netizen mengeluh di Twitter,” Liputan6.com . Accessed: Apr. 14, 2025. [Online]. Available: https://www.liputan6.com/bisnis/read/4921053/aplikasi-livin-by- mandiri-kembali-bermasalah-netizen-mengeluh-di-twitter#google_vignette
Antaranews, “BI Minta laporan lengkap kendala teknis Mandiri Online,” https://www.antaranews.com/berita/628027/bi-minta-laporan-lengkap-kendala-teknis- mandiri-online. Accessed: Apr. 25, 2025. [Online]. Available: https://www.antaranews.com/berita/628027/bi-minta-laporan-lengkap-kendala-teknis- mandiri-online
M. Pakurár, H. Haddad, J. Nagy, J. Popp, and J. Oláh, “The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector,” Sustainability, vol. 11, no. 4, p. 1113, Feb. 2019, doi: 10.3390/su11041113.
N. Jahan and G. Shahria, “Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users’ perspective,” South Asian Journal of Marketing, vol. 3, no. 1, pp. 60–76, Jun. 2022, doi: 10.1108/SAJM-02-2021-0018.
A. Hilal and C. Varela-Neira, “Understanding Consumer Adoption of Mobile Banking: Extending the UTAUT2 Model with Proactive Personality,” Sustainability, vol. 14, no. 22, p. 14708, Nov. 2022, doi: 10.3390/su142214708.
A. Kesharwani and S. Singh Bisht, “The impact of trust and perceived risk on internet banking adoption in India,” International Journal of Bank Marketing, vol. 30, no. 4, pp. 303–322, Jun. 2012, doi: 10.1108/02652321211236923.
I. Ajzen, “The theory of planned behavior,” Organ Behav Hum Decis Process, vol. 50, no. 2, pp. 179–211, Dec. 1991, doi: 10.1016/0749-5978(91)90020-T.
M. Nourallah, “Mobile bank applications: antecedents and consequences of young bank customer loyalty,” International Journal of Management Practice, vol. 15, no. 1, p. 131, 2022, doi: 10.1504/IJMP.2022.119920.
X. Cheng, T. Hou, and J. Mou, “Investigating perceived risks and benefits of information privacy disclosure in IT-enabled ride-sharing,” Information & Management, vol. 58, no. 6, p. 103450, Sep. 2021, doi: 10.1016/j.im.2021.103450.
A. A. dos Santos and M. C. Ponchio, “Functional, psychological and emotional barriers and the resistance to the use of digital banking services,” Innovation & Management Review, vol. 18, no. 3, pp. 331–348, Sep. 2021, doi: 10.1108/INMR-07-2020-0093.
J. Z. C. Nelwan, N. N. K. Yasa, I. P. G. Sukaatmadja, and N. W. Ekawati, “Antecedent behaviour and its implication on the intention to reuse the internet banking and mobile services,” International Journal of Data and Network Science, pp. 451–464, 2021, doi: 10.5267/j.ijdns.2021.4.003.
P. I. Sari and O. Usman, “THE EFFECT OF EASY PERCEPTION, PERCEPTION OF BENEFITS AND TRUST ON THE INTEREST OF USING MOBILE BANKING,” SSRN Electronic Journal, 2021, doi: 10.2139/ssrn.3768688.
H.-F. Lin, “An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust,” Int J Inf Manage, vol. 31, no. 3, pp. 252–260, Jun. 2011, doi: 10.1016/j.ijinfomgt.2010.07.006.
D. A. Paramita and A. Hidayat, “The effect of perceived ease of use, perceived usefulness, and perceived benefits on interest in using Bank Syariah Indonesia mobile banking,” International Journal of Research in Business and Social Science (2147- 4478), vol. 12, no. 5, pp. 01–09, Jul. 2023, doi: 10.20525/ijrbs.v12i5.2643.
A. A. Khin, K. Chinna, D. Krishanan, K. Low, and L. Teng, “Consumers’ Perceived Interactivity & Intention to Use Mobile Banking in Structural Equation Modeling International Review of Management and Marketing Consumers’ Perceived Interactivity and Intention to use Mobile Banking in Structural Equation Modeling,” International Review of Management and Marketing, vol. 6, no. 4, pp. 883–890, 2016, [Online]. Available: http:www.econjournals.com
X. Luo, H. Li, J. Zhang, and J. P. Shim, “Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services,” Decis Support Syst, vol. 49, no. 2, pp. 222–234, May 2010, doi: 10.1016/j.dss.2010.02.008.
A. Pal, T. Herath, R. De’, and H. R. Rao, “Is the Convenience Worth the Risk? An Investigation of Mobile Payment Usage,” Information Systems Frontiers, vol. 23, no. 4, pp. 941–961, Aug. 2021, doi: 10.1007/s10796-020-10070-z.
S. Kaur and S. Arora, “Role of perceived risk in online banking and its impact on behavioral intention: trust as a moderator,” Journal of Asia Business Studies, vol. 15, no. 1, pp. 1–30, Jun. 2020, doi: 10.1108/JABS-08-2019-0252.
C. Poromatikul, P. De Maeyer, K. Leelapanyalert, and S. Zaby, “Drivers of continuance intention with mobile banking apps,” International Journal of Bank Marketing, vol. 38, no. 1, pp. 242–262, Jul. 2019, doi: 10.1108/IJBM-08-2018-0224.
D. I. Prastiawan, S. Aisjah, and R. Rofiaty, “The Effect of Perceived Usefulness, Perceived Ease of Use, and Social Influence on the Use of Mobile Banking through the Mediation of Attitude Toward Use,” Asia Pacific Management and Business Application, vol. 009, no. 03, pp. 243–260, Apr. 2021, doi: 10.21776/ub.apmba.2021.009.03.4.
H. M. H. Mujahed, E. Musa Ahmed, and S. A. Samikon, “Factors influencing Palestinian small and medium enterprises intention to adopt mobile banking,” Journal of Science and Technology Policy Management, vol. 13, no. 3, pp. 561–584, Aug. 2022, doi: 10.1108/JSTPM-05-2020-0090.
A. A. Alalwan, N. P. Rana, Y. K. Dwivedi, and R. Algharabat, “Social media in marketing: A review and analysis of the existing literature,” Telematics and Informatics, vol. 34, no. 7, pp. 1177–1190, Nov. 2017, doi: 10.1016/j.tele.2017.05.008.
A. Mekonnen, “The Ultimate Question: Driving Good Profits and True Growth,” Journal of Targeting, Measurement and Analysis for Marketing, vol. 14, no. 4, pp. 369–370, Jul. 2006, doi: 10.1057/palgrave.jt.5740195.
A. Jamal and K. Naser, “Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking,” International Journal of Bank Marketing, vol. 20, no. 4, pp. 146–160, Jul. 2002, doi: 10.1108/02652320210432936.
A. Alvin, P. Nastiti, and E. Marsella, “Identifikasi Faktor Loyalitas Pengguna pada Shopee Games Menggunakan Expectation-Confirmation Model (ECM),” Edu Komputika Journal, vol. 10, no. 1, pp. 38–45, Jul. 2023, doi: 10.15294/edukomputika.v10i1.61821.
R.-B. Wiegard and M. H. Breitner, “Smart services in healthcare: A risk-benefit-analysis of pay-as-you-live services from customer perspective in Germany,” Electronic Markets, vol. 29, no. 1, pp. 107–123, Mar. 2019, doi: 10.1007/s12525-017-0274-1.
F. Redjeki and A. Affandi, “Utilization of Digital Marketing for MSME Players as Value Creation for Customers during the COVID-19 Pandemic,” International Journal of Science and Society, vol. 3, no. 1, pp. 40–55, Jan. 2021, doi: 10.54783/ijsoc.v3i1.264.
M. A. Nangin, I. R. G. Barus, and S. Wahyoedi, “The Effects of Perceived Ease of Use, Security, and Promotion on Trust and Its Implications on Fintech Adoption,” Journal of Consumer Sciences, vol. 5, no. 2, pp. 124–138, Aug. 2020, doi: 10.29244/jcs.5.2.124-138.
D. L. Kasilingam, “Understanding the attitude and intention to use smartphone chatbots for shopping,” Technol Soc, vol. 62, p. 101280, Aug. 2020, doi: 10.1016/j.techsoc.2020.101280.
M. A. Almaiah et al., “Investigating the Role of Perceived Risk, Perceived Security and Perceived Trust on Smart m-Banking Application Using SEM,” Sustainability, vol. 15, no. 13, p. 9908, Jun. 2023, doi: 10.3390/su15139908.
R. Abdul-Rahim, S. A. Bohari, A. Aman, and Z. Awang, “Benefit–Risk Perceptions of FinTech Adoption for Sustainability from Bank Consumers’ Perspective: The Moderating Role of Fear of COVID-19,” Sustainability, vol. 14, no. 14, p. 8357, Jul. 2022, doi: 10.3390/su14148357.
N. A. Omar, M. A. Nazri, M. H. Ali, and S. S. Alam, “The panic buying behavior of consumers during the COVID-19 pandemic: Examining the influences of uncertainty, perceptions of severity, perceptions of scarcity, and anxiety,” Journal of Retailing and Consumer Services, vol. 62, p. 102600, Sep. 2021, doi: 10.1016/j.jretconser.2021.102600.
Y. Hanif and H. S. Lallie, “Security factors on the intention to use mobile banking applications in the UK older generation (55+). A mixed-method study using modified UTAUT and MTAM - with perceived cyber security, risk, and trust,” Technol Soc, vol. 67, p. 101693, Nov. 2021, doi: 10.1016/j.techsoc.2021.101693.
M. Elnadi and M. H. Gheith, “What makes consumers reuse ride-hailing services? An investigation of Egyptian consumers’ attitudes towards ride-hailing apps,” Travel Behav Soc, vol. 29, pp. 78–94, Oct. 2022, doi: 10.1016/j.tbs.2022.06.002.
Firmansyah, E., Helmiawan, M. A., Fadil, I., Mahardika, F., Budiana, D., & Marliana, R. R. (2022, September). Integrated Academic Information System Based on The Perception of Ease And Benefits. In 2022 10th International Conference on Cyber and IT Service Management (CITSM) (pp. 1-6). IEEE.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Infoman's : Jurnal Ilmu-ilmu Informatika dan Manajemen
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License.
