簡易檢索 / 詳目顯示

回結果列表
研究生： 鄭長鎮
Reynaldo Suryo Purnomo
論文名稱： 評估印尼純網銀使用者體驗對使用者持續使用和推薦意願的影響
Assessing the Fully Digital Bank User Experience Impact on Users’ Continuance Intention to Use and Recommend in Indonesia
指導教授： 周子銓
Tzu-Chuan Chou
口試委員: 黃政嘉
Jheng-Jia Huang
黃振皓
Chen-Hao Huang
學位類別： 碩士
Master
系所名稱： 管理學院 - 資訊管理系
Department of Information Management
論文出版年： 2023
畢業學年度： 112
語文別： 英文
論文頁數： 48
外文關鍵詞： Digital Bank, User Experience, User Satisfaction, Continuance Intention to Use, Continuance Intention to Recommend
相關次數： 點閱：74  下載：1 
分享至:
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報
  •  上一筆

    • The recent swift transformation of the banking industry in Indonesia through the introduction of fully digital banks has instigated a need for an analysis of post-adoption behaviors. This study embarks on an extensive exploration of how user experience in fully digital banks impacts customers’ continuance intention to use and recommend these services in Indonesia. Distinctively, this study focuses on the post-use phase, capturing the long-term implications of user interactions and addressing a gap in prior research that predominantly covered pre-adoption attitudes and short-term user interactions.
    Adopting a quantitative research approach, this study harnesses structured surveys administered to users who have engaged with digital banks. User experience and user satisfaction are measured to establish their interrelationships and collective impact on continuance intention behavior. The questionnaire was distributed to Indonesian users of digital banks and 258 data was already collected for this research.
    This research result was analyzed and calculated by using PLS-SEM. It revealed the role of user experience elements culminating in a strong Continuance Intention to Use and Recommend digital banks.
    By uncovering the details of user experience in the post-adoption phase within the Indonesian context, this research enriches the known knowledge of digital banks. The findings offer insights for banking professionals, user experience designers, and policymakers, aiming to enhance digital bank features to ensure user satisfaction, trust, and loyalty.
    Therefore, this thesis contributes to the development of a resilient, user-friendly, and growing digital bank ecosystem in Indonesia, encouraging loyalty and positive recommendations between the communities.

    ABSTRACT i ACKNOWLEDGEMENT iv TABLE OF CONTENTS v LIST OF FIGURES viii LIST OF TABLES ix CHAPTER 1 1 INTRODUCTION 1 1.1 Research Background 1 1.2 Research Question 3 1.3 Research Scope 4 1.4 Research Purpose 4 CHAPTER 2 5 LITERATURE REVIEW 5 2.1 User Experience 5 2.2 User Satisfaction 6 2.3 Continuance Intention 6 2.4 Information Systems (IS) Success Model 7 CHAPTER 3 9 RESEARCH MODEL AND METHODS 9 3.1 Proposed Research Model 9 3.2 Hypotheses 10 3.2.1 Relationship between Trust and Satisfaction 10 3.2.2 Relationship between Trust and Continuance Intention to Use 10 3.2.3 Relationship between Trust and Continuance Intention to Recommend 11 3.2.4 Relationship between Satisfaction and Continuance Intention to Use 11 3.2.5 Relationship between Satisfaction and Continuance Intention to Recommend 11 3.2.6 Relationship between Utilitarian Benefits and Trust 12 3.2.7 Relationship between Utilitarian Benefits and Satisfaction 12 3.2.8 Relationship between Performance Expectancy and Trust 13 3.2.9 Relationship between Performance Expectancy and Satisfaction 13 3.2.10 Relationship between System Quality and Trust 13 3.2.11 Relationship between System Quality and Satisfaction 14 3.3 Research Design 14 3.4 Research Method 15 3.4.1 Quantitative Research 15 3.4.2 Data Collection and Analysis Methods 15 3.5 Questionnaire & Measures 16 3.6 Partial Least Squares Structural Equation Modeling (PLS-SEM) 21 3.6.1 Smart PLS 4 21 3.6.2 PLS-SEM Modeling 22 3.6.3 Sample Size 23 3.6.4 Evaluation of PLS-SEM Result in SMART PLS 4 23 CHAPTER 4 28 DATA ANALYSIS AND FINDINGS 28 4.1 Demographic Characteristics 28 4.1.1 Gender 29 4.1.2 Age 29 4.1.3 Monthly Income 30 4.1.4 Number of Digital Bank Accounts Owned 31 4.1.5 Amount of Time Using Digital Bank 31 4.1.6 Respondents Data Summary 32 4.2 Data Analysis 33 4.2.1 Data Preparation 33 4.2.2 Model Specification (Path Diagram) 35 4.2.3 Measurement Model Assessment (Outer Model) 35 4.2.4 Structural Model Assessment (Inner Model) 39 4.2.5 Hypotheses Testing Result 42 CHAPTER 5 45 CONCLUSION 45 5.1 Research Findings 45 5.2 Research Contribution 47 5.3 Limitation and Future Research 47 REFERENCES 49

    Asosiasi Penyelenggara Jasa Internet Indonesia. (2023, April). https://survei.apjii.or.id/survei
    Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. Management Information Systems Quarterly, 25(3), 351. https://doi.org/10.2307/3250921
    Casaló, L. V., Flavián, C., & Ibáñez‐Sánchez, S. (2017). Antecedents of consumer intention to follow and recommend an Instagram account. Online Information Review, 41(7), 1046–1063. https://doi.org/10.1108/oir-09-2016-0253
    Chuah, S. H. (2019). You inspire me and make my life better: Investigating a multiple sequential mediation model of smartwatch continuance intention. Telematics and Informatics, 43, 101245. https://doi.org/10.1016/j.tele.2019.101245
    Cohen, J. (2013). Statistical Power Analysis for the Behavioral Sciences. In Routledge eBooks. https://doi.org/10.4324/9780203771587
    Croasmun, J.T., & Ostrom, L.T. (2011). Using Likert-Type Scales in the Social Sciences. Journal of Adult Education, 40, 19-22.
    Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. Management Information Systems Quarterly, 13(3), 319. https://doi.org/10.2307/249008
    DeLone, W. H., & McLean, E. R. (1992). Information Systems Success: The quest for the dependent variable. Information Systems Research, 3(1), 60–95. https://doi.org/10.1287/isre.3.1.60
    Ghani, Mazuri & Rahi, Samar & Yasin, Norjaya & Alnaser, Feras. (2017). Adoption of Internet Banking: Extending the Role of Technology Acceptance Model (TAM) with E-Customer Service and Customer Satisfaction. World Applied Sciences Journal (35). 10.5829/idosi.wasj.2017.1918.1929.
    Hair, J.F., Hult, G.T.M., Ringle, C.M. and Sarstedt, M. (2017) A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). 2nd Edition, Sage Publications Inc., Thousand Oaks, CA.
    Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/mtp1069-6679190202
    Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: rigorous applications, better results and higher acceptance. Long Range Planning, 46(1–2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
    Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62–78. https://doi.org/10.1016/j.tele.2012.11.001
    Hoyle, R. H. (1995). The structural equation modeling approach: Basic concepts and fundamental issues. In R. H. Hoyle (Ed.), Structural equation modeling: Concepts, issues, and applications (pp. 1–15). Sage Publications, Inc.
    Indonesia Digital Banking. (2021, September 19). International Trade Administration | Trade.gov. https://www.trade.gov/market-intelligence/indonesia-digital-banking
    Kumar, R. (2011). Research Methodology: A Step-by-Step Guide for Beginners. Sage
    Publications Ltd., London.
    Kumar, R. R., Israel, D., & Malik, G. (2018). Explaining customer’s continuance intention to use mobile banking apps with an integrative perspective of ECT and Self-determination theory. Pacific Asia Journal of the Association for Information Systems, 79–112. https://doi.org/10.17705/1pais.10204
    Lan-Xiang, Y., & Lin, H. (2022). Predictors of customers’ continuance intention of mobile banking from the perspective of the interactivity theory. Ekonomska Istrazivanja-economic Research, 35(1), 6820–6849. https://doi.org/10.1080/1331677x.2022.2053782
    Lee, S., & Kim, B. G. (2017). The impact of qualities of social network service on the continuance usage intention. Management Decision, 55(4), 701–729. https://doi.org/10.1108/md-10-2016-0731
    Melnyk, V. (2023). Transforming the nature of trust between banks and young clients: from traditional to digital banking. Qualitative Research in Financial Markets. https://doi.org/10.1108/qrfm-08-2022-0129
    Muthiariny, D. E. (2023, April 19). Bank Indonesia logs surge in digital banking transaction to Rp4,944tn. Tempo. https://en.tempo.co/read/1716695/bank-indonesia-logs-surge-in-digital-banking-transaction-to-rp4944tn
    Nguyen, D. T., Chiu, Y. H., & Le, H. D. (2021). Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development. Sustainability, 13(14), 7625. https://doi.org/10.3390/su13147625
    Nguyen, T. A., Dick, M., Nguyễn, B. T. T., Vu, G. L. Q., Nguyen, L. T. B., & Le, H. D. (2022). The effect of culture on performance expectancy, intention, and trust in mobile payment adoption. International Journal of E-services and Mobile Applications, 14(1), 1–16. https://doi.org/10.4018/ijesma.285546
    Özecan, M., & Arıkan, E. (2022). An integrative model on user satisfaction and continuance intention for using M-Banking. Business and Economics Research Journal. https://doi.org/10.20409/berj.2022.384
    POPULIX. (2022, August 30). Consumer preference towards banking and E-Wallet apps | Populix. Populix | Platform Analisis Riset Pasar Dan Survei Online Berbayar. https://info.populix.co/en/report/consumer-preference-towards-banking-and-e-wallet-apps/
    Poromatikul, C., De Maeyer, P., Leelapanyalert, K., & Zaby, S. (2019). Drivers of continuance intention with mobile banking apps. International Journal of Bank Marketing, 38(1), 242–262. https://doi.org/10.1108/ijbm-08-2018-0224
    Rahi, S., & Ghani, M. A. (2019). Integration of DeLone and McLean and self-determination theory in internet banking continuance intention context. International Journal of Accounting and Information Management, 27(3), 512–528. https://doi.org/10.1108/ijaim-07-2018-0077
    Rahi, S., & Ghani, M. A. (2021). Examining internet banking user’s continuance intention through the lens of technology continuance theory and task technology fit model. Digital Policy, Regulation and Governance, 23(5), 456–474. https://doi.org/10.1108/dprg-11-2020-0168
    Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial least squares structural equation modeling. In Springer eBooks (pp. 587–632). https://doi.org/10.1007/978-3-319-57413-4_15
    Shamszare, H., & Choudhury, A. (2023). The impact of performance expectancy, workload, risk, and satisfaction on trust in ChatGPT: Cross-sectional survey analysis. arXiv (Cornell University). https://doi.org/10.48550/arxiv.2311.05632
    Sharma, S. K., & Sharma, M. (2019). Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation. International Journal of Information Management, 44, 65–75. https://doi.org/10.1016/j.ijinfomgt.2018.09.013
    Singh, S. (2020). An integrated model combining ECM and UTAUT to explain users’ post-adoption behaviour towards mobile payment systems. Australasian Journal of Information Systems, 24. https://doi.org/10.3127/ajis.v24i0.2695
    Soper, D. S. (2020). A-priori sample size calculator for structural equation models [Software]. https://www.danielsoper.com/statcalc/
    Spherical Insights LLP. (2023, December 13). Global Neobanking Market Size to Exceed USD 2775.48 Billion by 2032. https://finance.yahoo.com/news/global-neobanking-market-size-exceed-073000386.html
    Standage, M., Duda, J. L., & Ntoumanis, N. (2003). A model of contextual motivation in physical education: Using constructs from self-determination and achievement goal theories to predict physical activity intentions. Journal of Educational Psychology, 95(1), 97–110. https://doi.org/10.1037/0022-0663.95.1.97
    Statista. (2021, October). Forecast share of adults with digital bank accounts Indonesia 2021-2026. https://www.statista.com/statistics/1326472/indonesia-adults-with-digital-bank-accounts/
    Statista. (2023). Neobanking - Indonesia | Statista Market forecast. Retrieved October 29, 2023, from https://www.statista.com/outlook/dmo/fintech/neobanking/indonesia
    Venkatesh, V., Morris, M., Davis, G. B., & Davis, F. D. (2003). User acceptance of information Technology: toward a unified view. Management Information Systems Quarterly, 27(3), 425. https://doi.org/10.2307/30036540
    Wang, Z., Guan, Z., Hou, F., Li, B., & Zhou, W. (2019). What determines customers’ continuance intention of FinTech? Evidence from YuEbao. Industrial Management and Data Systems, 119(8), 1625–1637. https://doi.org/10.1108/imds-01-2019-0011
    West, P. W. (2016). Simple random sampling of individual items in the absence of a sampling frame that lists the individuals. New Zealand Journal of Forestry Science, 46(1). https://doi.org/10.1186/s40490-016-0071-1
    Wong, K. K. (2013). Partial Least Squares Structural Equation Modeling (PLS-SEM) Techniques Using SmartPLS. Marketing Bulletin, 24, Technical Note 1, 1-32.
    Wong, Ken. (2019). Mastering Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS in 38 Hours.
    Zhou, T. (2013). An empirical examination of continuance intention of mobile payment services. Decision Support Systems, 54(2), 1085–1091. https://doi.org/10.1016/j.dss.2012.10.034
    Zhou, Z., Jin, X., & Fang, Y. (2014). Moderating role of gender in the relationships between perceived benefits and satisfaction in social virtual world continuance. Decision Support Systems, 65, 69–79. https://doi.org/10.1016/j.dss.2014.05.004

    QR CODE