PERAN CUSTOMER SATISFACTION MEMEDIASI PENGARUH PERCEIVED EASE OF USE DAN PERCEIVED USEFULNESS TERHADAP INTENTION TO REUSE PENGGUNA APLIKASI JCONNECT MOBILE

This study aims to analyze the effect of perceived ease of use and perceived usefulness on intention to reuse with customer satisfaction as a mediating variable on JConnect Mobile application users. The population in this study were Bank Jatim customers who are State Civil Apparatus (ASN) and use the JConnect Mobile application. The sampling technique used is purposive sampling with a total sample of 170 respondents. The data analysis method applied in this study was Structural Equation Modeling-Partial Least Square (SEM-PLS) using SmartPLS 4.0 software. The results showed that perceived ease of use has a positive but not significant effect on intention to reuse. Meanwhile, perceived usefulness and customer satisfaction have a positive and significant effect on intention to reuse. In addition, customer satisfaction is able to mediate the effect of perceived ease of use and perceived usefulness on intention to reuse.