The mediating role of trust on the influence of perceived easement and perceived security towards digital payment customer loyalty BSI mobile in the community of Medan City
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Published:
Feb 28, 2024
Keywords:
Digital Payment , Easement and Perceived , Security, Mediating Role
Section
Economy
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Abstract
Research purposes This is to know and analyze the influence of perception ease and perception security on loyalty customers mediated trust in a way direct nor in a way No direct. The approach used in the study is the causal approach. The population in study This is all over Medan city residents who use BSI Mobile. Deep sample study This uses the formula Lemeshow totaling 96 people. Deep data collection techniques study This uses technique questionnaire. Deep data analysis techniques study This approach quantitative uses analysis statistics using Auter Model Analysis, Inner Model Analysis, and Hypothesis Testing. Deep data processing study This uses the PLS (Partial Least Square) software program. Research result This proves that in a way direct perception ease, perception security and trust influential significant to loyalty, perception ease and perception security influential significant to trust and so No direct trust mediate influence perception ease and perception security to loyalty
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Hasibuan, H. U. and Kurnia , E. . (2024) “The mediating role of trust on the influence of perceived easement and perceived security towards digital payment customer loyalty BSI mobile in the community of Medan City”, Jurnal Mantik, 7(4), pp. 3847-3858. Available at: https://iocscience.org/ejournal/index.php/mantik/article/view/4889 (Accessed: 1February2026).
References
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Anggraeni, D. P. (2016). Pengaruh Kualitas Produk terhadap Kepuasan dan Loyalitas Pelanggan (Survey Pada Pelanggan Nasi Rawon di Rumah Makan Sakinah Kota Pasuruan). Jurnal Administrasi Bisnis, 37(1), 171–177.
Ansyah, A. (2019). Pengaruh Kepercayaan Dan Persepsi Risiko Terhadap Niat Pembelian Konsumen Pada Situs E-Commerce Lazada. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Arianty, N., & Julita, J. (2021). The Effect Of Brand Trust And University Reputation On Student’s Decision To Choose Management Study Program In The Faculty Of Economics And Business Universitas Muhammadiyah Sumatera Utara. International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS), 1(2), 125–134.
Armesh, H., Salarzehi, H., Yaghoobi, N. M., Heydari, A., & Nikbin, D. (2010). The Effects of Security and Privacy Information on Trust & Trustworthiness and Loyalty in Online Marketing in MalaysiaNo Title. International Journal of Marketing Studies, 2(2), 223–234.
Bahrudin, M., & Zuhro, S. (2015). Pengaruh Kepercayaan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan. Jurnal Bisnis Dan Manajemen Islam, 3(1), 1–18.
Bulut, Z. A. (2015). Determinants Of Repurchase Intention In Online Shopping: A Turkish Consumer Perspective International Journal Business And Social Science. Dokuz Eylül University. International Journal of Business and Social Science, 6(10), 55–63.
Cao, T. K., Dang, P. L., & Nguyen, H. A. (2016). Predicting consumer intention to use mobile payment services: Empirical evidence from Vietnam. International Journal of Marketing Studies, 8(1), 117–124.
Chen, Y. T., & Chou, T. Y. (2012). Exploring the continuance intentions of consumers for B2C online shopping: Perspectives of fairness and trust. Online Information Review, 36(1), 104–125.
Hafni, R., Hasibuan, J. S., Muslih, M., & Yusnandar, W. (2020). Model Empiris Online Trust Dan Repeat Purchase Pelanggan Terhadap Situs E-Commerce. Ekuitas: Jurnal Ekonomi Dan Keuangan, 4(2), 266–283.
Iskandar, D., & Nasution, M. I. B. (2019). Analisis Pengaruh Kepercayaan, Keamanan dan Kualitas Pelayanan Terhadap Keputusan Pembelian pada Online Shop Lazada (Studi Kasus Pada Mahasiswa/i FEB UMSU). Proseding Seminar Nasional Kewirausahaan, 1(1), 128–137.
Juliandi, A. (2018). Structural equatuion model based partial least square (SEM-PLS): Menggunakan SmartPLS. Universitas Batam.
Li, Y. (2016). Empirical Study of Influential Factors of Online Customers’ Repurchase Intention. IBusiness, 8(3), 48–60.
Ma’ruf, S. (2018). The Influence Of Ease Of Use, Usefulness, Perceived Risk, And Convenience On Consumer Attitude On Online Shopping (A Case Study Of Lazada.Com). Jurnal Fakultas Ekonomi, 3(1), 535–549.
Meliana, M., Sulistiono, S., & Setiawan, B. (2013). Pengaruh Kualitas Pelayanan dan Kepercayaan Konsumen Terhadap Keputusan Pembelian. Jurnal Ilmiah Manajemen Kesatuan, 1(3), 1–8.
Meng, S. M., Gin, S., & Shih, H. Y. (2011). The Relationship of Cruise Image, Perceived Value, Satisfaction and Post-Purchase Behavioral Intention on Taiwanese Tourist. African Journal of Business Management, 5(1), 19–29.
Murwanti, S., & Surakarta, S. (2017). Pengaruh Kulatias Pelayanan Dan Promosi Terhadap Minat Beli Ulang Jasa Service Motor Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi ( Studi Pada Bengkel Motor Ahass Cabang UMS ). Manajemen Dan Bisnis, 9(7), 207–227.
Nasution, A. E., & Lesmana, M. T. (2018). Pengaruh Harga dan Kualitas Pelayanan Terhadap Keputusan Pembelian Konsumen (Studi Kasus pada Alfamart di Kota Medan). Prosiding Seminar Nasional Vokasi Indonesia, 1, 83–88.
Nasution, A. F., Putri, L. P., & Lesmana, M. T. (2019). Analisis Pengaruh Harga, Promosi, Kepercayaan dan Karakteristik Konsumen Terhadap Keputusan Pembelian Konsumen Pada 212 Mart di Kota Medan. Prosedung Seminar Nasional Kewirausahaan, 1(1), 194–199.
Nasution, S. M. A., & Febriansyah, M. R. (2022). Pengaruh Persepsi Manfaat, Harga, Dan Persepsi Risiko Terhadap Keputusan Penggunaan Financial Technology DANA Pada Mahasiswa Fakultas Ekonomi Dan Bisnis UMSU. Seminar Nasional Multidisiplin Ilmu, 3(1), 865–883.
Oktarini, M. A. S., & Wardana, I. M. (2018). Pengaruh Perceived Ease Of Use Dan Perceived Enjoyment Terhadap Customer Satisfaction Dan Repurchase Intention. INOBIS: Jurnal Inovasi Bisnis Dan Manajemen Indonesia, 1(2), 227–237.
Oroh, C., & Rumokoy, F. (2013). the Influence of Perceived Ease of Use, Perceived Usefulness and Trust on Repurchase Intention of Lion Air E-Ticket. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 3(3), 367–376.
Pappas, I. O., Pateli, A. G., Giannakos, M. N., & Chrissikopoulos, V. (2014). Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. International Journal of Retail and Distribution Management, 42(3), 187–204.
Roca, J. C., García, J. J., & de la Vega, J. J. (2009). The importance of perceived trust, security and privacy in online trading systems. Information Management and Computer Security, 17(2), 96–113.
Sandy, E., & Firdausy, C. M. (2021). Pengaruh Perceived Usefulness, Perceived Ease Of Use Dan Trust Terhadap Minat Konsumen Dalam Penggunaan Ulang Go-Pay Di Kota Jakarta. Jurnal Manajemen Bisnis Dan Kewirausahaan, 5(1), 22–27.
Subagio, D. P. W., Mugiono, M., & Djumillah, H. (2018). Pengaruh Perceived Ease Of Use Terhadap Repurchase Usefulness Dan Trust Sebagai Variabel Mediasi. Jurnal Manajemen & Kewirausahaan, 6(1), 35–44.
Trivedi, S. K., & Yadav, M. (2020). Repurchase intentions in Y generation: mediation of trust and e-satisfaction. Marketing Intelligence and Planning, 38(4), 401–415.
Tyas, E. I., & Darma, E. S. (2017). Pengaruh Perceived Usefulness, Perceived Ease of Use, Perceived Enjoyment, dan Actual Usage Terhadap Penerimaan Teknologi Informasi: Studi Empiris Pada Karyawan Bagian Akuntansi dan Keuangan Baitul Maal Wa Tamwil Wilayah Daerah Istimewa Yogyakarta. Reviu Akuntansi Dan Bisnis Indonesia, 1(1), 25–35.
Umiyati, I., Putri, T. E., & Maya, N. (2021). Social Influence, Usability And Security On The Intensity Of DANA e-Wallet Use. Journal of Accounting for Sustainable Society (JASS), 3(1), 113–130.
Utami, F. N., Yossinomita, Y., & Rahayu, N. (2022). Pengaruh Perceived Usefulness dan Perceived Ease of Use terhadap Continuance Intention to Use Mobile Banking dengan Trust sebagai Variabel Intervening pada Pengguna Aplikasi Bank Jambi Mobile. Jurnal Ilmiah Manajemen Dan Kewirausahaan, 1(2), 57–67.
Venkatesh, V., & Davis, F. D. (2018). A Theoretical Extension of The Technology Acceptance Model. Foor Longitudinal Field Studies” Managemen Science, 46(2), 586–598.
Visakha, M. D., & Keni, K. (2021). The Impact of Security and Perceived Ease of Use on Reuse Intention of E-Wallet Users in Jakarta: The Mediating Role of E-Satisfaction. 3rd Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2021), 655, 36–42.
Wang, E. S.-T., & Nicole Pei-Yu Chou. (2014). Consumer Characteristics , Social Influence , And System Factors On Online Group-Buying Repurchasing Intention. Graduate Institute Of Bio-Industry Management, 15(2), 119–132.
Wen, C., Prybutok, V. R., & Xu, C. (2011). An integrated model for customer online repurchase intention. Journal of Computer Information Systems, 52(1), 14–23.
Wen, C., Victor, R. P., & Chenyan, X. (2011). An Integrated Model for Costumer Online Repurchase Intention. Journal of Computer Information Systems, 52(1), 14–23.
Wilson, N., Keni, K., Henriette, P., & Tan, P. (2021). The Role of Perceived Usefulness and Perceived Ease-of-Use Toward Satisfaction and Trust which Influence Computer Consumers’ Loyalty in China. . . Gadjah Mada International Journal of Business, 23(3), 262–294.
Yogananda, A. S., & Dirgantara, I. M. B. (2017). Pengaruh Persepsi Manfaat, Persepsi Kemudahan Penggunaan, Kepercayaan Dan Persepsi Risiko Terhadap Minat Untuk Menggunakan Instrumen Uang Elektronik. Diponegoro Journal Of Accounting, 6(4), 1–7.
Yohanes, R., & Sutrisno, N. (2022). Pengaruh Perceived Ease Of Use, Perceived Security, Dan Customer Satisfaction Terhadap Repurchase Intention Guna Meningkatkan Pangsa. E-Jurnal Manajemen TSM, 2(2), 303–316.
Ali, T. (2016). . Factors Deriving Consumers ’ Repurchase Intention in Online Shopping?: a Pakistani Consumer ’ s Perspective. International Journal of Management Sciences and Business Research, 5(12), 261–270.
Anggraeni, D. P. (2016). Pengaruh Kualitas Produk terhadap Kepuasan dan Loyalitas Pelanggan (Survey Pada Pelanggan Nasi Rawon di Rumah Makan Sakinah Kota Pasuruan). Jurnal Administrasi Bisnis, 37(1), 171–177.
Ansyah, A. (2019). Pengaruh Kepercayaan Dan Persepsi Risiko Terhadap Niat Pembelian Konsumen Pada Situs E-Commerce Lazada. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Arianty, N., & Julita, J. (2021). The Effect Of Brand Trust And University Reputation On Student’s Decision To Choose Management Study Program In The Faculty Of Economics And Business Universitas Muhammadiyah Sumatera Utara. International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS), 1(2), 125–134.
Armesh, H., Salarzehi, H., Yaghoobi, N. M., Heydari, A., & Nikbin, D. (2010). The Effects of Security and Privacy Information on Trust & Trustworthiness and Loyalty in Online Marketing in MalaysiaNo Title. International Journal of Marketing Studies, 2(2), 223–234.
Bahrudin, M., & Zuhro, S. (2015). Pengaruh Kepercayaan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan. Jurnal Bisnis Dan Manajemen Islam, 3(1), 1–18.
Bulut, Z. A. (2015). Determinants Of Repurchase Intention In Online Shopping: A Turkish Consumer Perspective International Journal Business And Social Science. Dokuz Eylül University. International Journal of Business and Social Science, 6(10), 55–63.
Cao, T. K., Dang, P. L., & Nguyen, H. A. (2016). Predicting consumer intention to use mobile payment services: Empirical evidence from Vietnam. International Journal of Marketing Studies, 8(1), 117–124.
Chen, Y. T., & Chou, T. Y. (2012). Exploring the continuance intentions of consumers for B2C online shopping: Perspectives of fairness and trust. Online Information Review, 36(1), 104–125.
Hafni, R., Hasibuan, J. S., Muslih, M., & Yusnandar, W. (2020). Model Empiris Online Trust Dan Repeat Purchase Pelanggan Terhadap Situs E-Commerce. Ekuitas: Jurnal Ekonomi Dan Keuangan, 4(2), 266–283.
Iskandar, D., & Nasution, M. I. B. (2019). Analisis Pengaruh Kepercayaan, Keamanan dan Kualitas Pelayanan Terhadap Keputusan Pembelian pada Online Shop Lazada (Studi Kasus Pada Mahasiswa/i FEB UMSU). Proseding Seminar Nasional Kewirausahaan, 1(1), 128–137.
Juliandi, A. (2018). Structural equatuion model based partial least square (SEM-PLS): Menggunakan SmartPLS. Universitas Batam.
Li, Y. (2016). Empirical Study of Influential Factors of Online Customers’ Repurchase Intention. IBusiness, 8(3), 48–60.
Ma’ruf, S. (2018). The Influence Of Ease Of Use, Usefulness, Perceived Risk, And Convenience On Consumer Attitude On Online Shopping (A Case Study Of Lazada.Com). Jurnal Fakultas Ekonomi, 3(1), 535–549.
Meliana, M., Sulistiono, S., & Setiawan, B. (2013). Pengaruh Kualitas Pelayanan dan Kepercayaan Konsumen Terhadap Keputusan Pembelian. Jurnal Ilmiah Manajemen Kesatuan, 1(3), 1–8.
Meng, S. M., Gin, S., & Shih, H. Y. (2011). The Relationship of Cruise Image, Perceived Value, Satisfaction and Post-Purchase Behavioral Intention on Taiwanese Tourist. African Journal of Business Management, 5(1), 19–29.
Murwanti, S., & Surakarta, S. (2017). Pengaruh Kulatias Pelayanan Dan Promosi Terhadap Minat Beli Ulang Jasa Service Motor Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi ( Studi Pada Bengkel Motor Ahass Cabang UMS ). Manajemen Dan Bisnis, 9(7), 207–227.
Nasution, A. E., & Lesmana, M. T. (2018). Pengaruh Harga dan Kualitas Pelayanan Terhadap Keputusan Pembelian Konsumen (Studi Kasus pada Alfamart di Kota Medan). Prosiding Seminar Nasional Vokasi Indonesia, 1, 83–88.
Nasution, A. F., Putri, L. P., & Lesmana, M. T. (2019). Analisis Pengaruh Harga, Promosi, Kepercayaan dan Karakteristik Konsumen Terhadap Keputusan Pembelian Konsumen Pada 212 Mart di Kota Medan. Prosedung Seminar Nasional Kewirausahaan, 1(1), 194–199.
Nasution, S. M. A., & Febriansyah, M. R. (2022). Pengaruh Persepsi Manfaat, Harga, Dan Persepsi Risiko Terhadap Keputusan Penggunaan Financial Technology DANA Pada Mahasiswa Fakultas Ekonomi Dan Bisnis UMSU. Seminar Nasional Multidisiplin Ilmu, 3(1), 865–883.
Oktarini, M. A. S., & Wardana, I. M. (2018). Pengaruh Perceived Ease Of Use Dan Perceived Enjoyment Terhadap Customer Satisfaction Dan Repurchase Intention. INOBIS: Jurnal Inovasi Bisnis Dan Manajemen Indonesia, 1(2), 227–237.
Oroh, C., & Rumokoy, F. (2013). the Influence of Perceived Ease of Use, Perceived Usefulness and Trust on Repurchase Intention of Lion Air E-Ticket. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 3(3), 367–376.
Pappas, I. O., Pateli, A. G., Giannakos, M. N., & Chrissikopoulos, V. (2014). Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. International Journal of Retail and Distribution Management, 42(3), 187–204.
Roca, J. C., García, J. J., & de la Vega, J. J. (2009). The importance of perceived trust, security and privacy in online trading systems. Information Management and Computer Security, 17(2), 96–113.
Sandy, E., & Firdausy, C. M. (2021). Pengaruh Perceived Usefulness, Perceived Ease Of Use Dan Trust Terhadap Minat Konsumen Dalam Penggunaan Ulang Go-Pay Di Kota Jakarta. Jurnal Manajemen Bisnis Dan Kewirausahaan, 5(1), 22–27.
Subagio, D. P. W., Mugiono, M., & Djumillah, H. (2018). Pengaruh Perceived Ease Of Use Terhadap Repurchase Usefulness Dan Trust Sebagai Variabel Mediasi. Jurnal Manajemen & Kewirausahaan, 6(1), 35–44.
Trivedi, S. K., & Yadav, M. (2020). Repurchase intentions in Y generation: mediation of trust and e-satisfaction. Marketing Intelligence and Planning, 38(4), 401–415.
Tyas, E. I., & Darma, E. S. (2017). Pengaruh Perceived Usefulness, Perceived Ease of Use, Perceived Enjoyment, dan Actual Usage Terhadap Penerimaan Teknologi Informasi: Studi Empiris Pada Karyawan Bagian Akuntansi dan Keuangan Baitul Maal Wa Tamwil Wilayah Daerah Istimewa Yogyakarta. Reviu Akuntansi Dan Bisnis Indonesia, 1(1), 25–35.
Umiyati, I., Putri, T. E., & Maya, N. (2021). Social Influence, Usability And Security On The Intensity Of DANA e-Wallet Use. Journal of Accounting for Sustainable Society (JASS), 3(1), 113–130.
Utami, F. N., Yossinomita, Y., & Rahayu, N. (2022). Pengaruh Perceived Usefulness dan Perceived Ease of Use terhadap Continuance Intention to Use Mobile Banking dengan Trust sebagai Variabel Intervening pada Pengguna Aplikasi Bank Jambi Mobile. Jurnal Ilmiah Manajemen Dan Kewirausahaan, 1(2), 57–67.
Venkatesh, V., & Davis, F. D. (2018). A Theoretical Extension of The Technology Acceptance Model. Foor Longitudinal Field Studies” Managemen Science, 46(2), 586–598.
Visakha, M. D., & Keni, K. (2021). The Impact of Security and Perceived Ease of Use on Reuse Intention of E-Wallet Users in Jakarta: The Mediating Role of E-Satisfaction. 3rd Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2021), 655, 36–42.
Wang, E. S.-T., & Nicole Pei-Yu Chou. (2014). Consumer Characteristics , Social Influence , And System Factors On Online Group-Buying Repurchasing Intention. Graduate Institute Of Bio-Industry Management, 15(2), 119–132.
Wen, C., Prybutok, V. R., & Xu, C. (2011). An integrated model for customer online repurchase intention. Journal of Computer Information Systems, 52(1), 14–23.
Wen, C., Victor, R. P., & Chenyan, X. (2011). An Integrated Model for Costumer Online Repurchase Intention. Journal of Computer Information Systems, 52(1), 14–23.
Wilson, N., Keni, K., Henriette, P., & Tan, P. (2021). The Role of Perceived Usefulness and Perceived Ease-of-Use Toward Satisfaction and Trust which Influence Computer Consumers’ Loyalty in China. . . Gadjah Mada International Journal of Business, 23(3), 262–294.
Yogananda, A. S., & Dirgantara, I. M. B. (2017). Pengaruh Persepsi Manfaat, Persepsi Kemudahan Penggunaan, Kepercayaan Dan Persepsi Risiko Terhadap Minat Untuk Menggunakan Instrumen Uang Elektronik. Diponegoro Journal Of Accounting, 6(4), 1–7.
Yohanes, R., & Sutrisno, N. (2022). Pengaruh Perceived Ease Of Use, Perceived Security, Dan Customer Satisfaction Terhadap Repurchase Intention Guna Meningkatkan Pangsa. E-Jurnal Manajemen TSM, 2(2), 303–316.
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