Factors influencing e-servicescape on continuance intention: a case study of Blu by BCA digital in Indonesia

Abstract

The number of digital banks in Indonesia is very large, resulting in intense competition between each digital bank. The tighter competition for digital banks, makes the interest in reusing digital bank users low and makes users tend to switch brands or providers in using digital banks. This study aims to determine the factors that influence e-servicescape on continuance intention mediated by brand image and performance expectancy. This research is categorized as explanatory research. Respondents in this study were users of the Blu by BCA Digital application on the island of Java, determining the number of samples in this study using purposive sampling technique with a total sample size of 249 respondents. The data collection method used a questionnaire, the data was analyzed using PLS-SEM. The results showed that e-servicescape had no significant effect on continuance intention. E-servicescape has a significant effect on brand image, brand image has a significant effect on continuance intention. E-servicescape has a significant effect on performance expectancy, performance expectancy has a significant effect on continuance intention. Brand image and performance expectancy can play a fully mediating role in the relationship between e-servicescape and continuance intention. Although e-servicescape does not have a significant influence directly, it is still part of the customer experience in using the Blu by BCA Digital app. Therefore, Blu by BCA Digital should continue to invest in technology and innovation to improve their e-servicescape. This includes the use of the latest technologies such as artificial intelligence (AI), data analytics, and personalized user experience. The better the e-servicescape, the better the brand image, performance expectancy and continuance intention of customers to keep using the service.

Keywords: {'name': 'Digital Bank'}, {'name': 'E-Servicescape'}, {'name': 'Continuance Intention'}, {'name': 'Brand Image'}, {'name': 'Performance Expectancy'}

Authors & affiliations

Annur Galih Yusvianto
Affiliation not supplied

Raditha Hapsari
Affiliation not supplied

Deposited references

Supplied references, not a list of publications citing this article.

Abrar, K., Zaman, S., & Satti, Z. W. (2017). Impact of Online Store Atmosphere, Customized Information and Customer Satisfaction on Online Repurchase Intention. GMJACS, 7(2), 22–34.

DOI: 10.1016/j.jbusres.2014.06.016

Amjad-ur-Rehman, M., Qayyum, A., & Javed, B. (2019). The Role of Online Shopping Service Quality in e-Retailing towards Online Shopping Intention: Testing the moderation mechanism in UTAUT. Pakistan Journal of Commerce and Social Sciences, 13(3), 680–703.

DOI: 10.20525/ijrbs.v4i4.15

DOI: 10.17970/jrem.16.60106.ID

DOI: 10.9770/jesi.2021.9.1(34)

DOI: 10.20525/ijrbs.v11i9.2194

Erwanti, N., Widodo, A. P., & Nurhayati, O. D. (2018). Determinants of Continuance Intention to Use On-demand Mobile Service: GO-JEK case. IJCSI International Journal of Computer Science Issues, 15(6), 9–15. https://doi.org/10.5281/zenodo.2544618

DOI: 10.1016/j.actpsy.2023.103856

Gusti, I., Astarina, A., Ayu, G., Giantari, K., Nyoman, N., & Yasa, K. (2017). peran kepercayaan memediasi pengaruh pengalaman terhadap niat menggunakan kembali jasa go-jek di kota denpasar. 6(5), 2308–2334.

DOI: 10.1108/08876041011040631

DOI: 10.1080/15332860903182487

Hussein, A. S. (2015). Penelitian Bisnis dan Manajemen Menggunakan Partial Least Squares (PLS) dengan smartPLS 3.0 (1st ed.). fakultas ekonomi dan bisnis universitas brawijaya.

Jambulingam, M. (2013). Behavioural intention to adopt mobile technology among tertiary students. World Applied Sciences Journal, 22(9), 1262–1271. https://doi.org/10.5829/idosi.wasj.2013.22.09.2748

Jeon, M., & Jeong, M. (2009). A Conceptual Framework to Measure E-Servicescape on a B&B Website. International CHRIE Conference, 1–8. https://scholarworks.umass.edu/refereed

DOI: 10.14254/2071-8330.2019/12-3/1

DOI: 10.1080/10864415.2016.1121762

Latif, W. Bin, Mohamad, M., & Ahmed, I. (2016). Outcomes of Brand Image: A Conceptual Model. Australian Journal of Basic and Applied Sciences, 10(3), 1–4. https://www.researchgate.net/publication/301564781

DOI: 10.2753/MIS0742-1222240408

DOI: 10.1016/j.ijinfomgt.2013.06.002

Mayasari, S. (2023, April 4). Intip Strategi Bank Digital Menggenjot Jumlah Nasabah. Kontan.Co.Id. https://keuangan.kontan.co.id/news/intip-strategi-bank-digital-menggenjot-jumlah-nasabah?page=2

OJK. (2021). Tranformasi Digital Perbankan.

Oloveze, A. O., Okonkwo, R. V. O., Nwachukwu, C. P., Ogbonna, C., & Chukwuoyims, K. (2022). User behaviour on continuance intention to use M-commerce in African context: mediating effect of perceived value. LBS Journal of Management & Research, 20(2), 21–33. https://doi.org/10.1108/LBSJMR-05-2022-0018

DOI: 10.20525/ijrbs.v10i6.1364

DOI: 10.1108/JRIM-02-2018-0032

DOI: 10.24912/jmk.v2i3.9597

Ramli, R. R., & Djumena, E. (2021, December 28). Kaleidoskop 2021: Ramai-ramai Menjadi Bank Digital. Kompas.Com. https://money.kompas.com/read/2021/12/28/083900426/kaleidoskop-2021--ramai-ramai-menjadi-bank-digital?page=all

DOI: 10.1088/1757-899X/407/1/012104

DOI: 10.1108/IJRDM-07-2016-0120

DOI: 10.1108/JHTT-12-2020-0316

DOI: 10.1007/s10796-018-9864-5

DOI: 10.1108/IntR-10-2016-0303

DOI: 10.2307/30036540

DOI: 10.12695/ajtm.2022.15.3.1

DOI: 10.1007/s10660-018-9301-3

DOI: 10.1016/j.chb.2010.01.013