The role of satisfaction in mediating the effect of perceived usefulness and perceived of ease of use on the intention to reuse mobile banking

The primary issue addressed in this study is the low adoption rate of the M-pise digital mobile banking service at LPD Adat Kesiman, which recorded only 294 active users out of a total of 21,659 customers. This gap is strongly suspected to be caused by technical constraints and suboptimal application features, which diminish customer interest in continuing to use these digital services. This study aims to analyze the role of satisfaction in mediating the influence of perceived usefulness and perceived ease of use on the intention to reuse mobile banking at LPD Adat Kesiman, based on the Technology Acceptance Model (TAM) framework. This research is an associative quantitative study involving 126 respondents who are active users of the M-pise digital application, with the sample determined using a probability sampling method. Data were collected through a questionnaire instrument and analyzed using variance-based Structural Equation Modeling (Partial Least Squares/SEM-PLS). The results indicate that perceived usefulness and perceived ease of use have a positive and significant effect on reuse intention, both directly and indirectly through the mediation of customer satisfaction. Satisfaction is proven to act as a significant mediating variable in strengthening the impact of application benefits and ease of use on customers' continuous transaction behavior. These findings provide an empirical contribution to the development of marketing strategies and consumer behavior within traditional financial institutions. The management of LPD Adat Kesiman is advised to develop more varied features and maintain system stability to minimize disruptions that could decrease satisfaction. By ensuring ease of access and tangible benefits, it is expected that customer satisfaction will increase, which ultimately and effectively encourages loyalty and the intention to reuse M-pise digital services sustainably in the future.