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Abstrak :
Di masa pandemi seperti saat ini, volume transaksi melalui aplikasi m-Banking di Indonesia memiliki potensi untuk meningkat. Terdapat aplikasi m-Banking dengan jumlah target pasar terbesar di Indonesia, yaitu BRImo, Livin' by Mandiri, dan BCA Mobile. Untuk mengantisipasi peningkatan jumlah pengguna dan frekuensi penggunaan, diperlukan analisis dan studi mendalam mengenai pengalaman pengguna ketika menggunakan aplikasi m-Banking. Penelitian ini bertujuan untuk mengevaluasi desain antarmuka dan usability dari tiga aplikasi m-Banking di Indonesia, yaitu BRImo, Livin' by Mandiri, dan BCA Mobile. Penelitian dilakukan dengan metodologi User-Centered Design. Evaluasi dilakukan dengan menggabungkan data kuantitatif dari penilaian pengguna dengan kuesioner System Usability Scale dan data kualitatif dari usability testing serta pendapat pengguna yang dikumpulkan dengan kuesioner daring dan wawancara kontekstual. Melalui evaluasi, ditemukan permasalahan pada lima fitur utama aplikasi m-Banking, yaitu pengecekan saldo, transfer uang, pengisian e-Wallet, pembayaran tagihan, dan cek mutasi. Masalah-masalah ini dikembangkan solusinya berdasarkan pemetaan dengan Shneiderman’s Eight Golden Rules of Interface Design. Solusi desain dikembangkan menjadi high-fidelity prototype dan dievaluasi kembali dengan metode usability testing, wawancara kontekstual, dan kuesioner System Usability Scale. Penelitian ini membuktikan bahwa kesesuaian aplikasi dengan Shneiderman's Eight Golden Rules of Interface Design meningkatkan penilaian pengguna terhadap aplikasi. Desain alternatif aplikasi pada penelitian ini dapat dijadikan referensi untuk meningkatkan usability dari aplikasi m-Banking. ......During the current pandemic situation nowadays, the volume of transactions on m-Banking applications in Indonesia has the potential to increase in number. There are three m-Banking applications with the largest number of target markets in Indonesia, which are BRImo, Livin' by Mandiri, and BCA Mobile. To anticipate the increase in the number of users and the frequency of use, in-depth analysis and study of user experience of m-Banking applications is necessary. This study aims to evaluate the interface design and usability of three m-Banking applications in Indonesia, which are BRImo, Livin' by Mandiri, and BCA Mobile. The research was conducted using User-Centered Design methodology. The evaluation was carried out by combining quantitative data from user evaluation by System Usability Scale questionnaire and qualitative data from usability testing and user reviews collected with online questionnaires and contextual interviews. Through the evaluation, problems were found in the five main features of the m-Banking application, which are balances checking, money transfer, e-Wallet top-up, bill payment, and transaction record checking. Design solutions for these problems were developed based on mapping with Shneiderman's Eight Golden Rules of Interface Design. Design solutions were made into high-fidelity prototype and re-evaluated with usability testing, contextual interviews, and System Usability Scale questionnaires. This research proves that the conformity of application with Shneiderman's Eight Golden Rules of Interface Design increases the user's evaluation score of the application. The alternative design of the application in this study is hoped to be used as a reference to improve the usability of the m-Banking application.

Abstrak :
This study investigates what factors persuade consumers to purchase e-money via syariah m-banking applications. Researchers extended the Unified Theory of Acceptance and Use of Technology (UTAUT 2) to find new information as well as to accommodate the limitations and discussions of previous studies. A purposive sampling technique was adapted to select respondent criteria. The collected data from 120 respondents were analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM), supported by WarpPLS 8.0, through three main stages of analysis: measurement model, structural model, and hypothesis testing. Additional analysis was undertaken to produce robust findings by explaining multicollinearity, common method bias, and multigroup analysis by categorizing two groups of respondents (male and female). Researchers found that only social influence and hedonic motivation have a significant effect on trust from the UTAUT 2 model. On the other hand, two exogenous constructs in the mobile service quality model proved to have a significant effect on trust, security (privacy), and practicality. Furthermore, the research showed that trust is a fundamental factor in influencing continuance intention because it produces the largest effect size (f-square) and significant path coefficient value. The findings should encourage all Islamic banking stakeholders and practitioners to increase individual trust by creating educational and innovative programs connected with consuming digital banking services, especially e-money purchases.

Abstrak :
Seiring dengan perkembangan digital saat ini, pelanggan beralih ke M-Banking sebagai cara yang nyaman untuk mengelola keuangan mereka. Hal ini mengarahkan pelanggan pada tren pengembangan penggunaan mobile banking (M-Banking) yang terkait dengan customer experience. Penelitian ini mengeksplorasi faktor-faktor pengalaman yang mempengaruhi penggunaan aplikasi M-Banking dan perbandingannya di antara generasi X, Y, dan Z. Kerangka kerja Stimulus - Respons - Organisme (S-O-R) diadopsi untuk merumuskan model konseptual. Sampel gen X, Y, dan Z sebanyak 219 responden diperoleh melalui survei online dan dianalisis menggunakan uji model persamaan struktural (SEM) oleh software SmartPLS. Hasil uji menunjukkan bahwa semua variabel Stimuli berperan penting dalam meningkatkan pengalaman pelanggan (Organism) dan selanjutnya mendorong respons loyalitas dan intensi penggunaan berkelanjutan. Terdapat pengaruh signifikan moderasi kelompok Gen Z pada hubungan variabel aplikasi atribut dan kenyamanan terhadap pengalaman pelanggan yang berperan signifikan mendorong loyalitas penggunaan M-Banking. Tidak terdapat pengaruh signifikan moderasi kelompok gen X dibandingkan dengan gen Y di dalam uji evaluasi M-Banking Experience. Studi ini berkontribusi mengevaluasi perbedaan kebutuhan nilai dari generasi X, Y, dan Z agar perbankan dapat memfokuskan strategi pemasaran untuk setiap generasi dalam konteks kondisi ekonomi dan sosial di negara berkembang. ......As the world becomes increasingly digital, customers are turning to M-Banking as a convenient way to manage their finances, especially during the Covid-19 pandemic. This research explores the experiential factors affecting M-Banking’s experiences among Gen X, Y, and Z. The Stimulus-Organism-Response (S-O-R) framework was adopted to formulate a conceptual model. A sample of 219 respondents were obtained through an online survey and analysed using structural equation modelling (SEM) by Smart-PLS software. The finding reveal that all stimuli play a significant role in enhancing customer experience and which lead to loyalty and continue usage intention. Moreover, multigroup analysis found that the effect of application attribute and convenience on M-Banking experience are stronger for Gen Z compare to Gen X and Y which encourage to loyalty. There was no significant moderating effect by Gen X than Gen Y. This study can be beneficial for banking industry developing a better M-Banking’s strategies by considering customer experience and cohort need value based on the socio-economic context of developing countries.