Customers' Reported Satisfaction with Bank Services is mediated by Perceived Ease of Use, which Influences Intention to Use (Case Study: Credit Institution)

Abstract

The purpose of this research was to determine how perceived ease of use at  Credit Institution affected intention to use, with reported enjoyment of use acting as a mediating factor. Data was gathered using a five-point Likert scale in a questionnaire created by the researcher. Three techniques—content validity, construct validity, and convergent validity—were applied to evaluate the questionnaire's validity. Reliability was also assessed using Cronbach's alpha coefficient and composite reliability. Combination dependability is measured as values more than 0.7 and less than 0.95. As a result, it is also verified that the questions are reliable overall. The 400 consumers who received the questionnaire at random comprise the statistical population of this study, which also includes all  Credit Institution clients. For data analysis, PLS software and the structural equation modeling technique have been employed. The relationship was corroborated by the results, which indicated that the perceived ease of use had a 0.39 effect on the perceived enjoyment of usage. The association is validated, as seen by the 0.48 influence of perceived ease of use on perceived intention to use. Additionally, it has been verified that reported satisfaction of usage influences perceived use intention.