Examining the Effects of Social Influence, Facilitating Conditions, Perceived Usefulness, and Security on Customer Loyalty Through Continuous Usage Intention in BLU BCA
DOI:
https://doi.org/10.33021/firm.v10i2.6392Keywords:
Digital Banking, User Experience, Customer Loyalty, Convenience, Continuous Usage.Abstract
The rapid shift toward online banking has accelerated the adoption of digital banking services, including blu by BCA. This study investigates the effects of social influence, facilitating conditions, perceived usefulness, and security on customer loyalty, with continuous usage intention serving as a mediating variable among blu by BCA users in Bekasi, Indonesia. A quantitative research design was employed, collecting data from 111 respondents through an online questionnaire. The data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results reveal that facilitating conditions and security have a significant positive effect on continuous usage intention, which in turn positively influences customer loyalty. In contrast, social influence and perceived usefulness do not exhibit a significant impact within this research context. These findings underscore the critical role of system security and reliable infrastructural support in fostering sustained usage and strengthening customer loyalty in digital banking services. This study provides practical insights for digital banking strategy formulation and contributes theoretically to the advancement of consumer behavior models in the digitalization era.
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