The Influence of Trust, Perception of Usefulness, Quality of Service on Interest in Using Credit Cards with Customer Satisfaction as an Intervening Variable at Bank Mandiri Regional Credit Card Arief Rate Makassar

Abstract

Indonesia offers two primary payment methods: cash and non-cash. Cash transactions involve physical currency, whereas non-cash transactions rely on financial institutions facilitating inter-bank and intra-bank transfers through internal networks. Among the non-cash options, credit cards stand out, enabling users to access funds seamlessly. The attractiveness and practicality of credit card services spark customer interest. This study seeks to explore how trust, perceived usefulness, and service quality impact customer inclination towards credit card usage, with satisfaction acting as a mediator. Employing a quantitative approach, data collection includes observation, literature review, documentation analysis, and questionnaire distribution. The study involves a sample of 100 credit card users at Bank Mandiri Regional Credit Card Arief Rate Makassar. Analysis methods encompass descriptive statistics, classical assumption tests, and path analysis. Findings reveal that trust, perceived usefulness, and service quality positively and significantly influence both customer satisfaction and interest in credit card usage. Furthermore, customer satisfaction mediates the relationship between trust, perceived usefulness, service quality, and customer interest in credit card utilization at Bank Mandiri Regional Credit Card Arief Rate Makassar.