The Analysis of Consumers’ Behavioral Intention in Using Mobile Banking Through the UTAUT Model Approach: A Case Study on New Livin by Mandiri Application

Mohamad Herdi Faizal (), Ratih Hurriyati and Heny Hendrayati
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Mohamad Herdi Faizal: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia
Heny Hendrayati: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022), 2024, pp 458-465 from Springer

Abstract: Abstract Banking business has undergone significant changes in this era of digital transformation. This situation encourages the banking industry to create more flexible procedures, organizational structures, and business models as a means to embrace the competition. This research aims to understand the role of UTAUT model, which consists of performance expectancy, effort expectancy, and social influence on the behavioral intention of Bank Mandiri’s consumers in using mobile banking. The data were collected through a survey-based empirical study on 200 users of New Livin by Mandiri application in West Java using a convenience sampling method. This research used descriptive analysis with path analysis and Smart PLS tools. The result indicated that the performance expectancy, effort expectancy, and social influence variables had positive effects on behavioral intention, but performance expectancy and social influence were the ones giving the most significant effects. Theoretical findings also proved that performance expectancy was a very significant factor in influencing one’s intention to use mobile banking.

Keywords: mobile banking; behavioral intention; the unified theory of acceptance and usage technology (UTAUT) (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-234-7_45

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