INFORMATION TECHNOLOGY CONTINUANCE MODEL DAN KEPERCAYAAN DALAM KONTEK KEBERLANGSUNGAN PEMANFAATAN LAYANAN SMS BANKING

Abstract

This study discussed the influence of post-adoption beliefs and trust on the
intention to continuance use of mobile banking. Behavior to continue using a
technology is strongly influenced by the fulfillment of someone's expectations and
trust after initial usage. This research tried to examine the influence of the
perceived usefulness, confirmation, and satisfaction and trust on continuance
intention of use mobile banking. Data collected with survei method from 135
customer’s public banking “X” in Purwokerto were examined by Structural
Equation Modelling (SEM) with AMOS software. The results presented that
perceived usefulness and confirmation effect on satisfaction. Increasing of
satisfaction on SMS banking will increase customer trust. Customer trust will
effect on customer intention to re use SMS banking. Implications of these findings
for banking industries contemplating customer relationship management (CRM)
initiatives are discussed.