ANALISIS KEPUASAN PENGGUNA APLIKASI BANK JAGO MENGGUNAKAN MODEL DELONE & MCLEAN
DOI:
https://doi.org/10.36002/jutik.v12i2.4011Keywords:
Bank Jago, DeLone & McLean, Digital Banking, Fintech, User satisfactionAbstract
This study focuses on the analysis of user satisfaction of the Bank Jago application using the DeLone & McLean success model modified by adding the trust variable. This model uses trust as a mediating variable to test the impact of system quality, information quality, service quality, task characteristics, and structural assurance on user satisfaction. The study was conducted quantitatively on 400 respondents who were active Bank Jago users in Indonesia. The data collection technique was carried out through an online questionnaire. The instrument was tested using the validity and reliability method through SmartPLS version 4. The results of the outer model analysis showed that all constructs had good validity and reliability. However, the results of the inner model and hypothesis tests showed that only the system quality variable had a significant effect on user trust (p = 0.013), while the other variables did not show a significant relationship to trust or satisfaction. This finding indicates that user trust is more determined by the technical performance of the application than other aspects. In addition, trust did not have a significant effect on user satisfaction, indicating that other external factors are likely more dominant. This study provides theoretical contributions in re-understanding the DeLone & McLean model in the context of digital banking as well as practical input for the development of Bank Jago services to focus more on improving system quality to strengthen user trust.
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