ANALISA FAKTOR YANG MEMPENGARUHI INTENSI BERKELANJUTAN DALAM PENGGUNAAN LAYANAN BYOND by BSI MENGGUNAKAN METODE EXPECTATION CONFIRMATION MODEL (ECM)

Evi Khoirunnisa Azis, NIM.: 22108020055 (2026) ANALISA FAKTOR YANG MEMPENGARUHI INTENSI BERKELANJUTAN DALAM PENGGUNAAN LAYANAN BYOND by BSI MENGGUNAKAN METODE EXPECTATION CONFIRMATION MODEL (ECM). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to examine the determinants of continuance intention among BYOND by BSI application users through the development of an Expectation Confirmation Model (ECM) by integrating religiosity variables and placing e-satisfaction as a mediating variable. This integration was carried out to provide a more comprehensive understanding of the behavior of continuing to use Sharia-based digital financial services. The study used a quantitative approach involving 210 respondents who were BYOND by BSI users in the Special Region of Yogyakarta. Data analysis was conducted using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method to test the structural relationships between variables in the research model. Empirical results show that confirmation has a positive effect on perceived usefulness and e-satisfaction. Furthermore, perceived usefulness, e-satisfaction, and religiosity are proven to have a positive and significant effect on continuance intention. In addition, e-satisfaction acts as a mediator that strengthens the influence of confirmation and perceived usefulness on continued usage intention. These findings expand the validity of ECM in the context of Sharia digital banking services and emphasize the importance of the religiosity dimension in shaping user loyalty. Practically, the results of this study provide strategic implications for service managers in designing digital experiences that can increase satisfaction and sustainability of use.

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