PENGARUH ARTIFICIAL INTELLIGENCE TERHADAP ACCEPTANCE OF AI ENABLED BANKING: STUDI KASUS PADA LIVIN’ BY MANDIRI

Nadira Ochell Andrea; Mochamad Yudha Febrianta

doi:10.31955/mea.v8i3.4443

Nadira Ochell Andrea Universitas Telkom, Bandung, Indonesia
Mochamad Yudha Febrianta Universitas Telkom, Bandung, Indonesia

DOI: https://doi.org/10.31955/mea.v8i3.4443

Abstract

Perkembangan teknologi telah menggantikan banyak aktivitas manusia dengan mesin otomatis dan digital, termasuk dalam sektor perbankan Indonesia. Transformasi ini menciptakan ekonomi digital perbankan. Dalam survei Top Brand Index Mobile Banking, Livin' by Mandiri menempati posisi ketiga. Untuk meningkatkan layanannya, Livin' by Mandiri menerapkan fitur AI seperti pembukaan rekening online, login dengan face recognition dan fingerprint, serta catatan keuangan otomatis. Namun, beberapa pengguna masih mengalami kendala dengan AI tersebut. Tujuan dari penelitian ini untuk mengetahui pengaruh expectation confirmation theory dan artificial intelligence features seperti trendiness, visual attractiveness, problem solving, communication quality, dan customization terhadap user satisfaction. Selain itu pengaruh user satisfaction dan corporate reputation terhadap acceptance of AI enabled banking juga diteliti. Penelitian ini menggunakan metode kuantitatif dengan survei kuesioner. Sampel sebanyak 172 responden diperoleh menggunakan G*Power dan diperoleh jawaban valid sebanyak 320 responden. Analisis data dilakukan dengan PLS-SEM menggunakan software SmartPLS 4.0. Hasil dari penelitian menunjukkan expectation confirmation, perceived performance, customization, dan communication quality berpengaruh signifikan dan positif terhadap user satisfaction. User satisfaction dan corporate reputation juga berpengaruh signifikan dan positif terhadap acceptance of AI enabled Banking. Fitur trendiness, visual attractiveness, dan problem solving tidak berpengaruh terhadap user satisfaction.

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