Pengaruh Perceived Ease Of Use dan Perceived Usefulness terhadap Loyalitas Pengguna Aplikasi Mobile JKN Melalui Kepuasan sebagai Variabel Mediasi

Abstract

This study aims to analyze the influence of Perceived Ease of Use and Perceived Usefulness on loyalty in using the JKN Mobile Application through satisfaction as a mediating variable. This study uses a quantitative approach with an explanatory research type. The study population is all active users of the JKN Mobile Application in Pasuruan, Probolinggo, Lumajang, Jember, Banyuwangi, Bondowoso, and Situbondo Regencies. The sampling technique uses non-probability sampling with a purposive sampling method, and obtained 402 respondents based on the Slovin formula calculation with a 5% error rate. Data collection was carried out through online and offline questionnaires. Data analysis used the Partial Least Square (PLS) method with the help of SmartPLS 4 software to test the direct and indirect effects between variables. The results of this study, involving state-owned banking institutions in Jember Regency, show that perceived ease of use and perceived usefulness significantly influence satisfaction. Perceived ease of use and perceived usefulness significantly influence user loyalty. Satisfaction significantly mediates the effects of perceived ease of use and perceived usefulness on user loyalty.