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Abstract: This
study examines the effects of service quality, perceived convenience, and
perceived security on behavioral interest, both directly and indirectly through
customer satisfaction, in Bank Indonesia's Rupiah exchange service. A
quantitative causal-associative design was applied to 100 users of the service.
Respondents were selected through non-probability purposive sampling, and data
were collected using a structured questionnaire measured on a ten-point
semantic differential scale. The model was analyzed using Partial Least Squares
Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The measurement model
met the required validity and reliability criteria: indicator loadings ranged
from 0.703 to 0.864, Average Variance Extracted (AVE) values ranged from 0.560
to 0.683, Cronbach's alpha ranged from 0.827 to 0.946, and composite
reliability ranged from 0.830 to 0.952. The structural model explained 49.4% of
behavioral interest and 45.6% of customer satisfaction. Service quality did not
have a significant direct effect on behavioral interest (beta = -0.052; p =
0.601), whereas perceived convenience, perceived security, and customer
satisfaction had positive and significant effects. Service quality, perceived
convenience, and perceived security also had positive and significant effects
on customer satisfaction. The indirect effects of service quality (beta =
0.132; p = 0.015), perceived convenience (beta = 0.099; p = 0.004), and
perceived security (beta = 0.072; p = 0.039) on behavioral interest through customer
satisfaction were significant. These findings indicate that customer
satisfaction is a key mechanism that converts the quality, convenience, and
security of Rupiah exchange services into continued interest in using and
recommending official Bank Indonesia services. DOI: https://doi.org/10.51505/IJEBMR.2026.10808 |
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