¹Ni Luh Septin Karmila Devi,²Putu Kepramareni,³I Gusti Agung Eka Teja Kusuma

^1,2,3Mahasaraswati University Denpasar

This study aims to determine the effect of online customer experiences and online reviews on perceived risk to build intentions to use the Brimo Application at PT. Bank Rakyat Indonesia Denpasar Renon Branch. The population used in this study cannot be determined with certainty (infinite), the sample in this study amounted to 75 customers who were users of the Brimo application. The data analysis technique used is Partial Least Square (PLS) using Smart PLS software. The results of this study indicate that online customers have a direct positive and significant effect on perceived risk. Online review has a positive and significant effect on perceived risk. Online customers have no effect on intention to use. Online review has a positive and significant effect on intention to use. Perceived risk has a positive and significant effect on intention to use. Perceived risk is not able to mediate the influence of online customers on intention to use. Perceived risk is able to partially mediate the effect of online review on intention to use. Therefore, it is recommended that companies continue to maintain the stability of the Brimo application system so that customers are comfortable in using the application, as well as provide a responsive response to any input or complaint regarding the Brimo application and always maintain the security of the Brimo application as one of the considerations in increasing the use of the Brimo application. Perceived risk is able to partially mediate the effect of online review on intention to use. Therefore, it is recommended that companies continue to maintain the stability of the Brimo application system so that customers are comfortable in using the application, as well as provide a responsive response to any input or complaint regarding the Brimo application and always maintain the security of the Brimo application as one of the considerations in increasing the use of the Brimo application. Perceived risk is able to partially mediate the effect of online review on intention to use. Therefore, it is suggested that the company can continue to maintain the stability of the Brimo application system so that customers are comfortable in using the application, as well as provide a responsive response to any input or complaint regarding the Brimo application and always maintain the security of the Brimo application as one of the considerations in increasing the use of the Brimo application.

online customer experiences, online review, perceived risk and intention to use

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Volume 05 Issue 12 December 2022

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