The Effect of the Use of Mobile Banking on the Analysis of the Extended Unified Theory of Acceptance and Use of Acceptance and Use of Technology (UTAUT2) on Increasing Customers Satisfaction and Customer Loyalty

Ahadi Andrian Wibowo () and Arviansyah
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Ahadi Andrian Wibowo: Universitas Indonesia
Arviansyah: Universitas Indonesia

A chapter in Proceedings of the International Conference on Sustainable Collaboration in Business, Technology, Information, and Innovation (SCBTII 2023), 2023, pp 72-92 from Springer

Abstract: Abstract Introduction/Main Objective: According to the study's findings, performance expectancy, effort expectancy, and habit all have a favorable as well as significant influence on mobile banking usage. Furthermore, mobile banking has a favorable has a major influence on loyalty and satisfaction, as well as contentment with mobile banking customers' loyalty. Background of the Problem: Mobile banking is one of the most promising technologies to emerge in recent years, and it is having a significant both the banking industry and the consumers. So, the banking sector is one of vying with one another when it comes to funding the development of mobile banking products. Research gaps/Novelty: Thus, using the Extended Unified Theory of Acceptance and Use of Technology (UTAUT2) model, this study intends to examine the level of utilization that might further boost consumers happiness and increase client loyalty utilizing Indonesian mobile banking. Research Method: This poll had 318 participants (users of mobile banking applications in Indonesia). PLS-based SEM was utilized to investigate the data. Finding/Results: According to the data collected and examined, it is concluded that of the 12 hypotheses offered, 6 are accepted hypotheses relating to the mobile banking usage. Conclusions and Implications: This research is anticipated to help in the formulation of policies by identifying elements that affect utilization rates, as well in order to offer guidance to the banking sector regarding investment optimization to boost the uptake of mobile banking among current users, which can provide a competitive advantage in the market.

Keywords: Banking; Mobile Banking; UTAUT2 (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-94-6463-292-7_6

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