Factors Influencing Customers Intention to Use Digital Banking Services

Abstract

This study aims to evaluate the factors influencing customers” intention to use digital banking services. The main theoretical framework is based on the Technology Acceptance Model (TAM)., extended with social image and perceived self-efficacy. This study is able to gather data from 230 respondents using online surveys., which are then subjected to structural equation modeling (SEM) analysis in SMART PLS. The result shows that attitude toward using and perceived self-efficacy are the main drivers of customers” intention to use digital banking. In contrast., perceived usefulness is found to have no significant impact on intention to use. Perceived usefulness., perceived ease of use., and social image are found to positively impact attitude toward using. Lastly., perceived usefulness is found to be influenced by perceived ease of use. Despite its limitations., this study contributes academically to the technology acceptance research through the extension of TAM in the digital banking context and provides managerial insights for future digital banking development in Indonesia.

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