Analysis of Continuance Use Intention in BNI Mobile Banking Using The Expectation Confirmation Model (ECM)

Nurbojatmiko Nurbojatmiko · Eva Khudzaeva · Syopiansyah Jaya Putra · Yusuf Durachman · Muhammad Noor Rokhim

4 citations0/0 files storedInternational Conference on Cyber and IT Service Management (CITSM)

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Health, Technology, Consumer Behavior

Abstract

Banking companies follow developments in information technology, namely by developing mobile banking applications. Bank Negara Indonesia (BNI) is the first state-owned bank to implement a mobile banking application. The 2021 Bank Service Excellence Monitor (BSEM) survey stated that BNI Mobile Banking was the application with the best performance in first place, but the results of the 2022 Populix survey placed BNI Mobile Banking in 4th place in mobile banking which is widely used in Indonesia, and the results of the survey by The Top Brand Award shows that there has been a decline in the ranking and percentage of BNI Mobile Banking since 2020-2022, which indicates that the intention to continue using it has decreased. This research aims to determine the level of Continuance Use Intention (CUI) in BNI Mobile Banking and find out what factors influence it. This research uses a quantitative approach and data processing using the PLS-SEM method with a sample size of 220 respondents, using the help of the SmartPLS application. This research uses the Expectation Confirmation Model (ECM) which has 4 variables, namely perceived usefulness, confirmation, satisfaction, and continuance use intention, as well as the addition of two variables, namely perceived security and self-efficacy to determine the intention to continue to use in terms of security and user confidence. The research results show that the level of Continuance Use Intention (CUI) in BNI Mobile Banking is 69%, categorized as a medium level of sustainability, and the factors that influence continuance use intention, namely confirmation, perceived usefulness, satisfaction, and perceived security. The self-efficacy variable has no effect on continuance use intention because the t-statistic value is below the threshold. It is hoped that the research results can provide recommendations to companies by considering the factors that influence the development of the BNI Mobile Banking application.

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