The Effect of Service Quality, Perceived Convenience, and Perceived Security on Behavioral Interest Through Customer Satisfaction in Bank Indonesia's Rupiah Exchange Service

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