The Role of Pre-Usage Satisfaction in Mediating the Effects of Perceived Ease of Use and Perceived Usefulness on Mobile Banking Usage Intention at Bank BPD Bali
DOI:
https://doi.org/10.61132/ijems.v3i3.1282Keywords:
Intention to Use, Mobile Banking, Perceived Ease of Use, Perceived Usefulness, Pre-Usage SatisfactionAbstract
Mobile banking has become an important digital banking service, including at Bank BPD Bali, as customers increasingly expect convenient and useful financial services. However, customers’ intention to use mobile banking may be influenced by their perceptions of ease of use, usefulness, and satisfaction before actual usage. This study aims to analyze the role of pre-usage satisfaction in mediating the effects of perceived ease of use and perceived usefulness on mobile banking usage intention at Bank BPD Bali. The study employed a quantitative approach involving 160 customers of Bank BPD Bali, Badung Branch, selected using Hair’s formula. Data were collected through questionnaires, interviews, and documentation and analyzed using path analysis. The results indicate that perceived ease of use and perceived usefulness positively and significantly affect pre-usage satisfaction and mobile banking usage intention. Pre-usage satisfaction also has a positive and significant effect on usage intention. Furthermore, pre-usage satisfaction significantly mediates the effects of perceived ease of use and perceived usefulness on mobile banking usage intention. These findings indicate that ease of use, usefulness, and pre-usage satisfaction are important factors in encouraging customers to adopt mobile banking. Therefore, improving the usability, usefulness, and customer experience of mobile banking services can strengthen customers’ intention to use the service.
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