The influence of electronic service quality (e-service quality), electronic trust (e-trust) and social influence on the intention to reuse brimo through the mediation of user behavior
Keywords:
E-Service Quality, Social Influence, User Behavior, Intention to ReuseAbstract
This research aims to investigate the factors that influence the intention to reuse by customers who use banking services via cell phones as one of the main methods of carrying out transactions (mobile banking). This research uses electronic service quality, electronic trust, and social influence as independent variables influencing intention to reuse and user behavior as mediating variables. This research is categorized as explanatory research of the Non-Probability Sample type with a "purposive sampling" approach as a sampling strategy. Respondents in this study were customers at the BRI Kaliasin branch office who had made transactions at least twice a month using the BRImo application with a sample size of 193 respondents. The data collection method uses a questionnaire and is analyzed using SEM-PLS. The findings from this research show that electronic service quality, electronic trust, and social influence significantly affect the intention to reuse. User behavior also influences the relationship between electronic service quality, electronic trust, and social impact on the choice to reuse.
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References
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