Pengaruh Performance Expectancy, Effort Expectancy, dan Trust Terhadap Continuance Intention Penggunaan Mobile Banking Pada Generasi Z Di Indonesia: Integrasi UTAUT dan ECM Model

Gabriel Parondiaken Purba, Raden Roro Fosa Sarassina, M.BA., Ph.D

2026 | Tugas Akhir | D4 PERBANKAN

Penelitian ini bertujuan untuk menganalisis pengaruh Performance expectancy, Effort expectancy, dan Trust terhadap Satisfaction serta Continuance intention pengguna aplikasi Livin' by Mandiri pada Generasi Z di Indonesia, sekaligus menguji peran Satisfaction sebagai variabel mediasi. Penelitian ini dilatarbelakangi oleh fenomena penurunan indeks merek Livin' by Mandiri dalam tiga tahun terakhir meskipun jumlah penggunanya terus meningkat, yang mengindikasikan adanya kesenjangan antara tingginya adopsi dengan rendahnya loyalitas dan kepuasan pengguna. Pendekatan penelitian yang digunakan adalah kuantitatif dengan metode survei melalui kuesioner yang disebarkan kepada 100 responden pengguna aktif Livin' by Mandiri dari kalangan Generasi Z berusia 17–29 tahun di Indonesia. Analisis data dilakukan menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan bantuan aplikasi SmartPLS. Hasil penelitian menunjukkan bahwa seluruh hipotesis diterima, yaitu Performance expectancy dan Effort expectancy berpengaruh positif terhadap Satisfaction, Satisfaction dan Trust berpengaruh positif terhadap Continuance intention, serta Satisfaction terbukti mampu memediasi pengaruh Performance expectancy dan Effort expectancy terhadap Continuance intention pengguna Livin' by Mandiri.

This study aims to analyze the effect of Performance expectancy, Effort expectancy, and Trust on Satisfaction and Continuance intention of Livin' by Mandiri application users among Generation Z in Indonesia, as well as to examine the mediating role of Satisfaction. This research is motivated by the phenomenon of declining brand index of Livin' by Mandiri over the past three years despite a continuous increase in its user base, indicating a gap between high adoption rates and low user loyalty and satisfaction. A quantitative approach was employed using a survey method through questionnaires distributed to 100 active users of Livin' by Mandiri from Generation Z aged 17–29 years in Indonesia. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS software. The results indicate that all hypotheses are accepted, namely that Performance expectancy and Effort expectancy positively affect Satisfaction, Satisfaction and Trust positively affect Continuance intention, and Satisfaction is proven to mediate the effect of both Performance expectancy and Effort expectancy on Continuance intention of Livin' by Mandiri users.

Kata Kunci : Performance expectancy, Effort expectancy, Trust, Satisfaction, Continuance intention, Livin' by Mandiri, PLS-SEM, Generation Z