Explorıng Customer Satısfactıon to Use Mobıle Bankıng: An Extensıon of UTAUT Framework

Astri Wulandari, Dandy Marcelino, Bethani Suryawardani

Abstract


The highest population and percentage of internet users on the island of Java are found in the West Java Province. This phenomenon should be consistent with West Java Province's relatively high GRDP level, where the potential for banking is also quite high. However, there is still a challenge for finance, especially banking in the West Java region, namely finding ways to balance, optimism, and pursue innovative opportunities that can aid the adult population of Indonesia who have not yet used digital banking services. In this study, the variables that may affect West Javans' acceptance and usage of mobile banking services are identified. The goal of this study is to identify the variables that influence West Javans' adoption of mobile banking services. The modified UTAUT approach will be used, and the performance expectancy (PE), effort expectancy (EE), social influence (SI), facilitating condition (FC), behavioral intention (BI), and use behavior (UB) variables will be added. 400 respondents who use mobile banking in West Java made up the sample for this study. employing a non-probability sampling approach, such as quota sampling, to gather responses. PLS-SEM with SmartPLS 3.2.9 software was the analytic method used in this investigation. The findings show that levels of performance expectation, effort expectancy, social influence, and enabling circumstances all favorably affect the desire to embrace mobile banking, but perceived danger has the opposite effect. The desire to use mobile banking has been proven to have a favorable influence on utilization, which in turn affects customer service.


Keywords


Customer Satisfaction; Mobile Banking Intention; Usage Behaviour; Extension of UTAUT Framework; West Java

Full Text:

PDF

References


Al-Adwan, A. S., Al-Debei, M. M., & Dwivedi, Y. K. (2022). E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions. Technology in Society, 71. https://doi.org/10.1016/j.techsoc.2022.102083

Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management, 37(3). https://doi.org/10.1016/j.ijinfomgt.2017.01.002

Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Algharabat, R. (2018). Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk. Journal of Retailing and Consumer Services, 40. https://doi.org/10.1016/j.jretconser.2017.08.026

Almaiah, M. A., Al-Rahmi, A. M., Alturise, F., Alrawad, M., Alkhalaf, S., Lutfi, A., Al-Rahmi, W. M., & Awad, A. B. (2022). Factors influencing the adoption of internet banking: An integration of ISSM and UTAUT with price value and perceived risk. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.919198

Alolayyan, M. N., Al-Hawary, S. I. S., Mohammad, A. A. S., & Al-Nady, B. A. H. A. (2018). Banking service quality provided by commercial banks and customer satisfaction. A structural equation modelling approaches. International Journal of Productivity and Quality Management, 24(4). https://doi.org/10.1504/IJPQM.2018.093454

Atmowardoyo, H. (2018). Research Methods in TEFL Studies: Descriptive Research, Case Study, Error Analysis, and R & D. Journal of Language Teaching and Research, 9(1). https://doi.org/10.17507/jltr.0901.25

Bairagi, V., Munot, M. V, JE, P. C., Sultan, M. T., Selvan, C. P., Irulappasamy, S., Mustapha, F., Basri, A. A., Safri, S. N. A. N. A., Taamneh, S., Tsiamyrtzis, P., Dcosta, M., Buddharaju, P., Khatri, A., Manser, M., Ferris, T., Wunderlich, R., Pavlidis, I., Rastgoo, M. N., … Nichele, S. (2019). Research Methodology A Practical and Scientific Approach. In Transportation Research Part F: Traffic Psychology and Behaviour (Vol. 4, Issue March 2019).

Carranza, R., Díaz, E., Sánchez-Camacho, C., & Martín-Consuegra, D. (2021). e-Banking Adoption: An Opportunity for Customer Value Co-creation. Frontiers in Psychology, 11. https://doi.org/10.3389/fpsyg.2020.621248

Catherine, B. N., Geofrey, K. M., Moya, M. B., & Aballo, G. (2017). Effort Expectancy, Performance Expectancy, Social Influence and Facilitating Conditions as Predictors of Behavioural Intentions to Use ATMs with Fingerprint Authentication in Ugandan Banks. Global Journal of Computer Science and Technology, 17(5).

Chaouali, W., Ben Yahia, I., & Souiden, N. (2016). The interplay of counter-conformity motivation, social influence, and trust in customers’ intention to adopt Internet banking services: The case of an emerging country. Journal of Retailing and Consumer Services, 28. https://doi.org/10.1016/j.jretconser.2015.10.007

El-Masri, M., & Tarhini, A. (2017). Factors affecting the adoption of e-learning systems in Qatar and USA: Extending the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2). Educational Technology Research and Development, 65(3). https://doi.org/10.1007/s11423-016-9508-8

Evermann, J., & Tate, M. (2016). Assessing the predictive performance of structural equation model estimators. Journal of Business Research, 69(10). https://doi.org/10.1016/j.jbusres.2016.03.050

Farzin, M., Sadeghi, M., Yahyayi Kharkeshi, F., Ruholahpur, H., & Fattahi, M. (2021). Extending UTAUT2 in M-banking adoption and actual use behavior: Does WOM communication matter? Asian Journal of Economics and Banking, 5(2). https://doi.org/10.1108/ajeb-10-2020-0085

Firmansyah, I. A., Yasirandi, R., & Utomo, R. G. (2021). The influence of efficacy, credibility, and normative pressure to M-banking adoption level in Indonesia. Procedia Computer Science, 197. https://doi.org/10.1016/j.procs.2021.12.117

Fortes, N., Rita, P., & Pagani, M. (2017). The effects of privacy concerns, perceived risk and trust on online purchasing behaviour. International Journal of Internet Marketing and Advertising, 11(4). https://doi.org/10.1504/IJIMA.2017.087269

Gabor, D., & Brooks, S. (2017). The digital revolution in financial inclusion: international development in the fintech era. New Political Economy, 22(4). https://doi.org/10.1080/13563467.2017.1259298

Ghozali, I. (2021). Partial Least Squares, Konsep, Teknik, dan Aplikasi Menggunakan Program SmartPLS 3.2.9 untuk peneliti. In Semarang: Universitas Diponegoro (Vol. 3).

Giri, R. R. W., Wanda, V., & Irawan, H. (2019). Internet Banking Adoption Analysis in Medan and Bandung City using the Unified Theory of Use and Acceptance of Technology (UTAUT) Model with Culture as Moderator. https://doi.org/10.2991/icebef-18.2019.149

Gupta, A., Dogra, N., & George, B. (2018). What determines tourist adoption of smartphone apps?: An analysis based on the UTAUT-2 framework. Journal of Hospitality and Tourism Technology, 9(1). https://doi.org/10.1108/JHTT-02-2017-0013

Hammoud, J., Bizri, R. M., & El Baba, I. (2018). The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector. SAGE Open, 8(3). https://doi.org/10.1177/2158244018790633

Hanif, Y., & Lallie, H. S. (2021). Security factors on the intention to use mobile banking applications in the UK older generation (55+). A mixed-method study using modified UTAUT and MTAM - with perceived cyber security, risk, and trust. Technology in Society, 67. https://doi.org/10.1016/j.techsoc.2021.101693

Hassan, H., & Farmanesh, P. (2022). Customer adoption of self-service technologies in Jordan: Factors influencing the use of Internet banking, mobile banking, and telebanking. Management Science Letters, 12(3). https://doi.org/10.5267/j.msl.2022.1.002

Hsu, C. L., & Lin, J. C. C. (2016). Effect of perceived value and social influences on mobile app stickiness and in-app purchase intention. Technological Forecasting and Social Change, 108. https://doi.org/10.1016/j.techfore.2016.04.012

Jain, Dr. A., Sarupria, Dr. A., & Kothari, A. (2020). The Impact of COVID-19 on E-wallet’s Payments in Indian Economy. International Journal of Creative Research Thoughts (IJCRT), 8(6).

Kharisma, B., Nurmandi, A., Muallidin, I., Kurniawan, D., & Loilatu, M. J. (2022). The Role of the Financial Services Authority (OJK) in Preventing Illegal Fintech Landing in the COVID-19 Pandemic in Indonesia. Lecture Notes in Computer Science (Including Subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 13315 LNCS. https://doi.org/10.1007/978-3-031-05061-9_40

Kharisma, B., Remi, S. S., Wardhana, A., & Nur, Y. H. (2021). Social Capital, Internet Use and Poverty in West Java Province. Jurnal Ekonomi Pembangunan: Kajian Masalah Ekonomi Dan Pembangunan, 22(1). https://doi.org/10.23917/jep.v22i1.13025

Kumar, R., Sachan, A., & Kumar, R. (2020). Impact of service delivery system process and moderating effect of perceived value in internet banking adoption. Australasian Journal of Information Systems, 24. https://doi.org/10.3127/ajis.v24i0.1923

Kurnianingrum, D., Mulyani, & Alamsyah, D. P. (2023). Utilizing technology acceptance model (TAM) to comprehend factors affecting Gen Z’s desire to use mobile payment services. AIP Conference Proceedings, 2594. https://doi.org/10.1063/5.0109626

Lee, J., Wewege, L., & Thomsett, M. C. (2020). Disruptions and Digital Banking Trends. Journal of Applied Finance & Banking, 10(6).

Lutfie, H., & Marcelino, D. (2020). Investigating Facebook Advertising Feature through Performance Expectancy on Customer Purchase Intention. 2020 8th International Conference on Cyber and IT Service Management, CITSM 2020. https://doi.org/10.1109/CITSM50537.2020.9268905

Malaquias, R. F., & Hwang, Y. (2016). An empirical study on trust in mobile banking: A developing country perspective. Computers in Human Behavior, 54. https://doi.org/10.1016/j.chb.2015.08.039

Martins, C., Oliveira, T., & Popovič, A. (2014). Understanding the internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1). https://doi.org/10.1016/j.ijinfomgt.2013.06.002

Mer, A., & Virdi, A. S. (2021). Modeling Millennials’ Adoption Intentions of E-banking: Extending UTAUT with Perceived Risk and Trust. FIIB Business Review. https://doi.org/10.1177/23197145211052614

Merhi, M., Hone, K., Tarhini, A., & Ameen, N. (2020). An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study. Journal of Enterprise Information Management, 34(4). https://doi.org/10.1108/JEIM-03-2020-0092

Mogaji, E., Balakrishnan, J., Nwoba, A. C., & Nguyen, N. P. (2021). Emerging-market consumers’ interactions with banking chatbots. Telematics and Informatics, 65. https://doi.org/10.1016/j.tele.2021.101711

Omarini, A. (2022). The Changing Landscape of Retail Banking and the Future of Digital Banking. In Perspectives in Law, Business and Innovation. https://doi.org/10.1007/978-981-16-7830-1_8

Pappas, N. (2016). Marketing strategies, perceived risks, and consumer trust in online buying behaviour. Journal of Retailing and Consumer Services, 29. https://doi.org/10.1016/j.jretconser.2015.11.007

Patel, M., & Patel, N. (2019). Exploring Research Methodology. International Journal of Research and Review, 6(3).

Prastiawan, D. I., Aisjah, S., & Rofiaty, R. (2021). The Effect of Perceived Usefulness, Perceived Ease of Use, and Social Influence on the Use of Mobile Banking through the Mediation of Attitude Toward Use. Asia Pacific Management and Business Application, 009(03). https://doi.org/10.21776/ub.apmba.2021.009.03.4

Purwanto, E., Deviny, J., & Mutahar, A. M. (2020). The Mediating Role of Trust in the Relationship between Corporate Image, Security, Word of Mouth and Loyalty in M-Banking Using among the Millennial Generation in Indonesia. Management and Marketing, 15(2). https://doi.org/10.2478/mmcks-2020-0016

Purwanto, E., & Mutahar, A. M. (2020). Examine the Technology of Acceptance Model Among Mobile Banking Users in Indonesia. Technology Reports of Kansai University, 62(7).

Qamruzzaman, Md. (2023). Does financial innovation foster financial inclusion in Arab world? examining the nexus between financial innovation, FDI, remittances, trade openness, and gross capital formation. PLOS ONE, 18(6). https://doi.org/10.1371/journal.pone.0287475

Rana, M. W., Zhang, S., & Hamid, I. (2022). An Empirical Study of Models and APPs Design of the Adoption Ease of Mobile Payments. 8th International Conference on Engineering and Emerging Technologies, ICEET 2022. https://doi.org/10.1109/ICEET56468.2022.10007374

Rehman, Z. U., Baharun, R., & Salleh, N. Z. M. (2020). Antecedents, consequences, and reducers of perceived risk in social media: A systematic literature review and directions for further research. In Psychology and Marketing (Vol. 37, Issue 1). https://doi.org/10.1002/mar.21281

Rintaningrum, S. S. R. (2021). the Importance of Literacy in Indonesia for the Coming Demographic Bonus. In Researchgate.Net (Issue November).

Sarstedt, M., & Cheah, J. H. (2019). Partial least squares structural equation modeling using SmartPLS: a software review. In Journal of Marketing Analytics (Vol. 7, Issue 3). https://doi.org/10.1057/s41270-019-00058-3

Shankar, A., Jebarajakirthy, C., & Ashaduzzaman, M. (2020). How do electronic word of mouth practices contribute to mobile banking adoption? Journal of Retailing and Consumer Services, 52. https://doi.org/10.1016/j.jretconser.2019.101920

Sharma, R., Singh, G., & Sharma, S. (2020). Modelling internet banking adoption in Fiji: A developing country perspective. International Journal of Information Management, 53. https://doi.org/10.1016/j.ijinfomgt.2020.102116

Tam, C., & Oliveira, T. (2016). Understanding the impact of m-banking on individual performance: DeLone & McLean and TTF perspective. Computers in Human Behavior, 61. https://doi.org/10.1016/j.chb.2016.03.016

Tamilmani, K., Rana, N. P., Wamba, S. F., & Dwivedi, R. (2021). The extended Unified Theory of Acceptance and Use of Technology (UTAUT2): A systematic literature review and theory evaluation. International Journal of Information Management, 57. https://doi.org/10.1016/j.ijinfomgt.2020.102269

Tarhini, A., El-Masri, M., Ali, M., & Serrano, A. (2016). Extending the utaut model to understand the customers’ acceptance and use of internet banking in lebanon a structural equation modeling approach. Information Technology and People, 29(4). https://doi.org/10.1108/ITP-02-2014-0034

Tjondro, E., Cintya, M. O., Seto, S., & Suherman, Y. G. (2022). Do Digital Innovation and Risk Disclosure Control Performance? Evidence from Banking in ASEAN-6. Jurnal Ilmiah Akuntansi, 6(2). https://doi.org/10.23887/jia.v6i2.33321

Venkatesh, V. (2022). Adoption and use of AI tools: a research agenda grounded in UTAUT. Annals of Operations Research, 308(1–2). https://doi.org/10.1007/s10479-020-03918-9

Venkatesh, V. G., Kang, K., Wang, B., Zhong, R. Y., & Zhang, A. (2020). System architecture for blockchain based transparency of supply chain social sustainability. Robotics and Computer-Integrated Manufacturing, 63. https://doi.org/10.1016/j.rcim.2019.101896

Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly: Management Information Systems, 36(1). https://doi.org/10.2307/41410412

Venkatesh, V., Thong, J. Y. L., & Xu, X. (2016). Unified theory of acceptance and use of technology: A synthesis and the road ahead. Journal of the Association for Information Systems, 17(5). https://doi.org/10.17705/1jais.00428

Villalva A., J. E. (2021). Structural equation models - PLS in engineering sciences: a brief guide for researchers through a case applied to the industry. Athenea, 2(4). https://doi.org/10.47460/athenea.v2i4.17

Voros, Dr. J., Brey, P. A. E., Piirainen, K. A., Gonzalez, R. A., Bragge, J., Conway, M., Hines, A., Bishop, P. C., Bussey, M., Figure, S., Slaughter, R., Krawczyk, E., Slaughter, R., Kuosa, T., Institute for Alternative Futures, Sardar, Z., Kahane, A., Erlingsson, C., Brysiewicz, P., … World Economic Forum. (2018). Research Methods for Business Students. Futures, 2(1).

Walujadi, D., Indupurnahayu, I., & Endri, E. (2022). Determinants of Income Inequality Among Provinces: Panel Data Evidence from Indonesia. Quality - Access to Success, 23(190). https://doi.org/10.47750/QAS/23.190.26

Windasari, N. A., Kusumawati, N., Larasati, N., & Amelia, R. P. (2022). Digital-only banking experience: Insights from gen Y and gen Z. Journal of Innovation and Knowledge, 7(2). https://doi.org/10.1016/j.jik.2022.100170

Wong, K. K.-K. (2019). Praise for Mastering Partial Least Squares Structural Equation Modeling (PLS SEM) with SmartPLS in 38 Hours “PLS-SEM. October, 12(9).

Wulandari, A., Junipriansa, D., Suryawardani, B., & Marcelino, D. (2022). Integrаtion the UTАUT2 Model: Аdoption of E-Commerce as Solution for Fаshion Industry in Bаndung Fаcing the COVID-19 Pаndemic. PalArch’s Journal of Archaeology of Egypt/Egyptology, 19(1), 1609–1630.

Wulandari, A., Suryawardani, B., & Marcelino, D. (2020). M-WALLET TECHNOLOGY: PERCEPTION AND SATISFACTION OF USERS ON USAGE INTENSITY. Jurnal Aplikasi Manajemen, 18(4), 656–666.

Zhu, Z., Nakata, C., Sivakumar, K., & Grewal, D. (2013). Fix It or Leave It? Customer Recovery from Self-service Technology Failures. Journal of Retailing, 89(1). https://doi.org/10.1016/j.jretai.2012.10.004




DOI: https://doi.org/10.21776/ub.apmba.2023.012.02.4

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.