Analysis of the Use of Mobile Banking Using the Unified Theory of Acceptance and Use of Technology (UTAUT-2), Trust and Word-of-Mouth (WOM) for BNI Customers in Bandung

DOI

10.2991/978-94-6463-076-3_23How to use a DOI?

Keywords

Digital transformation; Mobile banking; UTAUT-2; Trust; WOM

Abstract

The current digital era 4.0 encourages various business sectors to carry out digital transformation, one of which is carried out by the banking sector, which has begun to utilize smartphone technology in conducting digital-based banking financial transactions using mobile banking applications. However, the use of mobile banking for PT Bank Negara Indonesia (BNI) customers is still relatively low. The share of mobile banking usage for BNI is only around 14%, in which 5,91% of the total users are located in Bandung representative, the capital city of West Java, making the city considered as the third lowest users out of 14 representatives in the country. This research aims to analyze the factors that influence the use of Mobile Banking BNI customers in the Bandung City area. The research model used in this study is UTAUT-2 which is extended by adding the Word-of-Mouth variable to mobile user customers. Furthermore, this study wants to explore to what extent the construction of PE, EE, SI, FC, HM, PV, Trust, and Word of Mouth (WOM) affects the Behavior Intention and Use Behavior of BNI Mobile Banking. This study uses a quantitative approach with purposive sampling using the slovin formula, with a total of 400 respondents joining the research. The data were analyzed using smartPLS with the Partial Least Square (PLS) and Structural Equation Modeling (SEM) technique. The results of the research show that PE has a positive effect on BI, EE has a positive effect on PE, PV has a positive effect on BI, Trust has a positive effect on PE, and BI from mobile banking. Furthermore, BI, FC, and WOM positively affect the UB of mobile banking. Meanwhile, from the results of hypothesis testing, SI has no significant effect on BI, EE has no significant effect on BI, and HM also has no significant effect on BI of mobile banking. The influence on Behavioral Intention is 56%, whereas the influence on Use Behavior is 70%. This research can be used as a reference for BNI to focus on developing mobile banking services as the primary approach for enhancing digital transformation. Further study on the use of mobile banking in the Bandung area can be conducted, and other regions can be included to allow for a comparison of each region.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Cucu Alex Zaenudin
AU  - Dodie Tricahyono
PY  - 2022
DA  - 2022/12/12
TI  - Analysis of the Use of Mobile Banking Using the Unified Theory of Acceptance and Use of Technology (UTAUT-2), Trust and Word-of-Mouth (WOM) for BNI Customers in Bandung
BT  - Proceedings of the 4th Asia Pacific Management Research Conference (APMRC 2022)
PB  - Atlantis Press
SP  - 310
EP  - 323
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-076-3_23
DO  - 10.2991/978-94-6463-076-3_23
ID  - Zaenudin2022
ER  -