ANALISIS FAKTOR CONTINUANCE INTENTION MELALUI KEPUASAN PADA PENGGUNA MOBILE BANKING BRIMO BY BRI: ECM DAN DELONE & MCLEAN IS MODEL

Bening Putri Pramesty, Raden Roro Fosa Sarassina, M.BA., Ph.D.

2026 | Tugas Akhir | D4 PERBANKAN

Perkembangan teknologi saat ini membuat aktivitas manusia berubah secara keseluruhan, termasuk dalam aktivitas finansial yang dilaksanakan. Mobile banking menjadi salah satu alat pembayaran yang banyak diterapkan oleh masyarakat Indonesia saat ini. Keberlanjutan penggunaan dalam mobile banking merupakan hal utama untuk mempertahankan keberadaan mobile banking di antara produk-produk fintech lainnya yang berkembang di Indonesia. Penelitian ini menerapkan Expected Confirmation Model (ECM) dan Delone & McLean IS Success Model untuk menjabarkan faktor-faktor yang memengaruhi keberlanjutan penggunaan mobile banking BRIMO di Indonesia melalui kepuasan pengguna. Penelitian ini menerapkan metodel puprosive sampling dengan jumlah responden sejumlah 100 responden yang menerapkan atau setidaknya pernah menerapkan aplikasi BRIMO. Data didapat melalui kuesioner yang disebar secara online melalui media sosial seperti, Instagram dan Whatsapp. Data yang terkumpul diolah menerapkan software Smart-PLS dengan Teknik Bootstrapping melalui Uji T Statistic dan P Value untuk mengetahui hubungan antar variabel. Hasil analisis data memperlihatkan jika satisfaction mempunyai pengaruh secara positif terhadap continuance intention serta service quality, system quality, perceived usefulness, dan confirmation mempunyai pengaruh positif terhadap satisfaction. Selain itu, hasil analisis data menunjukkan jika service quality, system quality, perceived usefulness, dan confirmation berpengaruh secara positif terhadap continuance intention melalui satisfaction.

The rapid advancement of technology has fundamentally transformed human activities across various domains, including financial transactions. Mobile banking has emerged as one of the most widely adopted payment instruments among Indonesian society. The sustainability of mobile banking usage is paramount for maintaining its relevance amidst the proliferation of competing fintech products in Indonesia. This study employs the Expectation Confirmation Model (ECM) and the DeLone & McLean IS Success Model to examine the factors influencing the continuance intention of BRIMO mobile banking users in Indonesia, mediated by user satisfaction. A purposive sampling method was applied, with a total of 100 respondents who currently use or have previously used the BRIMO application. Data were collected through an online questionnaire distributed via social media platforms, including Instagram and WhatsApp. The collected data were analyzed using SmartPLS software through the Bootstrapping technique, employing T-Statistic and P-Value tests to determine the relationships among variables. The results indicate that satisfaction has a significant positive effect on continuance intention, while service quality, system quality, perceived usefulness, and confirmation each exert a significant positive effect on satisfaction. In addition, the results of data analysis show that service quality, system quality, perceived benefits, and confirmation have a positive influence on continuation intentions through satisfaction.

Kata Kunci : ECM, Delone & McLean IS Success Model, continuance intention, BRIMO