Septi Putri, Arif Aliyanto

Analisis Kesuksesan Aplikasi myBCA Menggunakan Model DeLone dan McLean

Introduction

Analisis kesuksesan aplikasi mybca menggunakan model delone dan mclean. Analisis kesuksesan aplikasi myBCA menggunakan model DeLone & McLean. Mengidentifikasi kualitas sistem, layanan, dan kepuasan pengguna sebagai faktor kunci keberhasilan mobile banking di Palembang.

Abstract

myBCA merupakan salah satu mobile banking Bank Central Asia Tbk yang diperkenalkan tahun 2021 sebagai pengembangan dari BCA Mobile . Keunggulan utama dari myBCA salah satunya yaitu Single User ID untuk mengakses semua rekening hanya dengan satu login . Meskipun memiliki keunggulan, pengguna masih menghadapi sejumlah kendala, seperti error yang muncul tiba-tiba, kegagalan login , kesulitan membuka rekening online , lambatnya OTP, dan performa aplikasi yang tidak stabil. Penelitian ini bertujuan mengetahui tingkat keberhasilan aplikasi myBCA menggunakan model DeLone dan Mclean dengan menggunakan 6 variabel yaitu kualitas sistem , kualitas informasi , kualitas layanan , penggunaan , kepuasan pengguna , dan manfaat bersih . Sampel diambil dengan teknik probabilitas sampling dari pengguna aplikasi myBCA di Kota Palembang dengan jumlah sampel penelitian sebesar 100 responden melalui kuesioner, kemudian di analisis menggunakan metode PLS-SEM menggunakan tools SmartPLS versi 4.1.0.3. Berdasarkan hasil analisis, diketahui bahwa dari 9 hipotesis yang dirumuskan, 6 hipotesis signifikan, 3 hipotesis ditolak yaitu, kualitas informasi tehadap penggunaan , penggunaan terhadap kepuasan pengguna , dan penggunaan terhadap manfaat bersih , ini dapat di artikan bahwa kualitas sistem, layanan, dan kepuasan pengguna memegang peranan penting dalam keberhasilan aplikasi myBCA di Kota Palembang.

Review

This study presents a timely and relevant analysis of myBCA's success using the well-established DeLone and McLean Information Systems Success Model. The choice of myBCA, a relatively new mobile banking platform from a major Indonesian bank, and its identified user challenges (errors, login failures, slow OTP) immediately establish the practical significance of the research. The methodology, employing PLS-SEM with SmartPLS on data from 100 respondents in Palembang, appears appropriate for examining the relationships between the six core variables: system quality, information quality, service quality, usage, user satisfaction, and net benefits. The clear objective to understand the application's success through these lenses is well-articulated in the abstract. The findings offer interesting insights, indicating that 6 out of 9 hypothesized relationships were significant. Crucially, the rejection of three hypotheses – information quality on usage, usage on user satisfaction, and usage on net benefits – warrants deeper consideration. This suggests that while system and service quality, along with user satisfaction, are indeed critical for myBCA's success as the authors conclude, the *mere act of using* the application does not automatically translate to satisfaction or perceived net benefits for users in this context. Furthermore, the non-significance of information quality's impact on usage is a notable deviation from typical DeLone and McLean model applications, implying that users might be engaging with the app regardless of their perceived information quality, or that "information quality" as measured in this study did not capture critical aspects influencing usage. While the study provides a valuable snapshot, some aspects could benefit from further elaboration or consideration in a full manuscript. The sample size of 100 respondents, while acceptable for PLS-SEM, might be considered relatively small given the widespread use of myBCA. The focus solely on Palembang users also limits the generalizability of the findings to a broader Indonesian context. Future research could explore the reasons behind the non-significant hypotheses, perhaps through qualitative methods, to understand *why* usage doesn't directly lead to satisfaction or net benefits, or why information quality doesn't drive usage more strongly. Expanding the study to include a larger and more diverse geographical sample would also enhance the robustness and external validity of these initial, important findings for myBCA's ongoing development.

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