Pengaruh Kemudahan Penggunaan dan Kualitas Layanan Elektronik terhadap Kepuasan Pengguna Aplikasi Wondr By BNI pada Mahasiswa Jurusan Administrasi Bisnis Politeknik Negeri Manado
DOI:
https://doi.org/10.61132/lokawati.v4i5.2716Keywords:
Electronic Service Quality, Perceived Ease of Use, User Experience, User Satisfaction, Wondr by BNIAbstract
This study aims to examine and analyze the influence of perceived ease of use and electronic service quality on user satisfaction with the Wondr by BNI application among students of the Business Administration Department at Manado State Polytechnic. The study was motivated by the existence of several issues in using the application, including features that are not yet fully easy to understand, system disruptions during transactions, and electronic service quality that has not fully met users' expectations. These conditions are assumed to affect the level of user satisfaction with the Wondr by BNI application. This study employed a quantitative approach using a descriptive research method. The sample consisted of 50 respondents selected through Probability Sampling using the Simple Random Sampling technique. Data were collected through questionnaires based on a five-point Likert scale and analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method with SmartPLS version 4.1.1.8. The analysis included the evaluation of the outer model and inner model, followed by hypothesis testing using the bootstrapping technique. The results indicate that perceived ease of use and electronic service quality have a positive and significant effect on user satisfaction with the Wondr by BNI application. Simultaneously, both variables also have a significant influence on improving user satisfaction. Therefore, PT Bank Negara Indonesia (Persero) Tbk. is expected to continuously enhance the application's ease of use and the quality of its electronic services in order to provide a better user experience and improve overall user satisfaction.
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