Anggraeni, Raden Roro Tita (2026) Efek Mediasi Perceived Usefulness dan Perceived Ease Of Use JMO Pada Pengaruh Customer Experience Terhadap Continuance Intention (Study di BPJS Ketenagakerjaan Cabang Surakarta). Magister (S2) thesis, Universitas BPD.
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Abstract
This study aims to analyze the influence of customer experience on continuance intention, with perceived usefulness and perceived ease of use serving as mediating variables, among BPJS Ketenagakerjaan Solo participants. A quantitative approach utilizing a survey method was employed. The study population consisted of BPJS Ketenagakerjaan Solo participants, with a sample of 100 respondents selected via purposive sampling. Data analysis was conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS). The results indicate that customer experience does not have a direct effect on continuance intention; however, it positively influences perceived usefulness and perceived ease of use. Both perceived usefulness and perceived ease of use were found to have a positive effect on continuance intention. Furthermore, perceived usefulness and perceived ease of use mediate the influence of customer experience on continuance intention through partial complementary mediation. The study's implications suggest that BPJS Ketenagakerjaan needs to prioritize enhancing the quality of the user experience—specifically focusing on improving perceptions regarding the usefulness and ease of use of digital services—to foster sustained service usage among participants.
Keywords: customer experience, perceived usefulness, perceived ease of use, continuance intention
| Item Type: | Thesis (Magister (S2)) |
|---|---|
| Additional Information: | Penelitian ini bertujuan untuk menganalisis pengaruh customer experience terhadap continuance intention dengan perceived usefulness dan perceived ease of use sebagai variabel mediasi pada peserta BPJS Ketenagakerjaan Solo. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Populasi penelitian adalah peserta BPJS Ketenagakerjaan Solo, dengan jumlah sampel sebanyak 100 responden yang dipilih menggunakan teknik purposive sampling. Analisis data dilakukan menggunakan Structural Equation Modeling-Partial Least Squares (SEM-PLS). Hasil penelitian customer experience tidak berpengaruh langsung terhadap continuance intention, namun berpengaruh positif terhadap perceived usefulness dan perceived ease of use. Perceived usefulness dan perceived ease of use terbukti berpengaruh positif terhadap continuance intention. Selain itu, perceived usefulness dan perceived ease of use mampu memediasi pengaruh customer experience terhadap continuance intention dengan sifat partial complementary mediation. Implikasi penelitian ini menunjukkan bahwa BPJS Ketenagakerjaan perlu memprioritaskan peningkatan kualitas pengalaman pengguna yang berorientasi pada peningkatan persepsi manfaat dan kemudahan penggunaan layanan digital, sehingga dapat meningkatkan keberlanjutan penggunaan layanan oleh peserta. |
| Uncontrolled Keywords: | customer experience, perceived usefulness, perceived ease of use, continuance intention |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S2 |
| Date Deposited: | 27 Aug 2026 04:58 |
| Last Modified: | 27 Aug 2026 04:58 |
| URI: | https://eprints.ubpd.ac.id/id/eprint/92 |
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