PENGARUH EKSPEKTASI DAN KEPERCAYAAN NASABAH TERHADAP NIAT PENGGUNAAN KEMBALI PRODUK BANK MELALUI KEPUASAN NASABAH

Abstract

The purpose of this study is to explore the effect of trust, expectation, perceived enjoyment, perceived ease of use, on satisfaction and the effect of satisfaction on repurchase intention at state-owned banks in Jakarta. This is a development from what was done previously on mobile banking. This study was designed to collect data using a survey method by distributing online questionnaires, respondents were selected using a purposive sampling method on mobile banking users. For analysis using factor analysis and structural equation modeling (SEM) Lisrel. This study has proven that the main driver of repurchase intention is satisfaction. Satisfaction is only influenced by trust and perceived enjoyment. However, this study also proves that there is no influence between perceived enjoyment, satisfaction, perceived ease of use on expectation. In addition, this study proves that there is no influence between perceived ease of use on satisfaction. The contribution of this research is expected to add information at the theoretical/scientific level of marketing management and also a positive marketing strategy in a mobile banking.