Analysis of the Acceptance and Use of Mobile Banking Services Using the Unified Theory of Acceptance and Use of Technology (Case Study of Bank Jatim Pasuruan Branch)

Abstract

The increase in smartphone users over the past 5 years has caused lifestyle changes, where customers are demanding cheaper, more effective and efficient banking services and transactions. One solution is through a mobile banking application. PT. Bank Pembangunan Daerah Jawa Timur Tbk (Bank Jatim) launched the Bank Jatim Mobile Banking application to facilitate customers making banking transactions via smartphones. Bank Jatim Mobile Banking received a positive response from customers as indicated by an increase in the number of users reaching 59.7%. Therefore, it is necessary to analyze the factors that drive customer acceptance in using Bank Jatim Mobile Banking services using the Extended The Unified Theory of Acceptance and Use of Technology (UTAUT2) model. This study aims to determine the effect of performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, price value, and habits on behavioral intention and use behavior of Bank Jatim Mobile Banking applications. Data were obtained using a questionnaire instrument which was distributed to 130 customers of Bank Jatim Mobile Banking selected through purposive sampling. Data analysis uses SPSS Version 22.0. The results showed that performance expectancy, effort expectancy, hedonic motivations, price value, and habits had a significant effect on behavioral intention, meanwhile facilitating conditions and social influence had no effect on behavioral intention. The results also showed that habit and behavioral intention significantly influence use behavior, while facilitating conditions do not affect use behavior.

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