Analysis of Factors Affecting Continuance Intention in Indonesian Digital Banks

Indonesian Digital Banks are currently competing to get more customers with their own mobile application, digital finance ecosystem and their promotion method. The research aims to find out the factors that influence customer satisfaction when using the digital bank application. The variables used in this study are System Quality, Service Quality, Information Quality, Perceived Advantage Effort Expectancy, Digital Ecosystem, User Satisfaction, and Continuance Intention in the mobile application. The results of the study concluded what factors influence satisfaction to develop a better mobile application for an Indonesian digital bank. The research model and questionnaire use a modified research model of the successful information system model DeLone and McLane and in analyzing the results of the questionnaire, researchers used descriptive statistics and Structural Equation Model (SEM) analysis using SMART PLS V.4. The results of the management of these data conducted that there are 11 significant direct effects on User Satisfaction or Continuance Intention, and 6 direct effects that were not significant. There were also 8 significant indirect effects, mainly where User Satisfaction mediated the impact of other variables on Continuance Intention. The results of this study are expected to provide a better reference for Indonesian digital banks to improve their mobile app services and maintain customer loyalty.