Pengaruh Kualitas Layanan Dan Fitur Terhadap Minat Penggunaan Berkelanjutan Mobil Banking BRI Dengan Kepuasan Pengguna Sebagai Variabel Intervening (Studi Pada Mahasiswa Universitas Muhammadiyah Metro Pengguna M-Banking BRI)

Abstract

Bank Rakyat Indonesia (BRI) presents a banking application called BRI Mobile (BRIMo).
The use of the Mobile Banking application also encountered various obstacles including the
quality of the services provided in the application and related to features that can meet the
needs of customers in conducting financial transactions. This study aims to determine the
effect of service quality and features on interest in sustainable use with user satisfaction as
an intervening variable for students using BRI Mobile Banking at Muhammadiyah Metro
University. The research design is quantitative research or verification research. The
variables in this study are service quality, features, satisfaction and interest in continuous
use. The population and sample of the study were students of the Management Study
Program, Faculty of Economics and Business, University of Muhammadiyah Metro Batch
2018 with the number of samples taken as many as 68 students. Data collection techniques
using questionnaires. The analytical tools used are data quality analysis and Path Analysis
with the SPSS program. The results showed that service quality, features and satisfaction
partially had a positive and significant effect on the interest in sustainable use. Satisfaction
does not significantly increase the effect of service quality and features on interest in
sustainable use.