Abstract
The existence of mobile banking services is currently experiencing rapid growth. Adopting such a large number of users makes mobile banking services one of the main needs to meet the needs of conducting financial transactions. Therefore, there is a need for additional information for mobile banking service developers on the dominant factors influencing user behavioral intentions. This research is present as a forum to provide an overview of the user's perspective on Mestika bank's mobile banking service. This research aims to find out what factors play an important role in behavioral intention to use Mestika bank's mobile banking services based on the UTAUT2 concept. The research instrument used a questionnaire distributed online to 240 respondents in Medan City and Pematangsiantar City, Indonesia. Next, the researcher tested the hypothesis using Structural Equation Modeling (SEM) based on a variant called Partial Least Square (PLS) and the SmartPLS version 3.0 application as a tool to analyze it. This research concludes that effort expectancy has the most significant influence and plays a very important role in shaping the behavioral intention of using Mestika bank's mobile banking. Then performance expectancy and social influence hedonic motivation also significantly influence behavioral intentions to use Mestika bank's mobile banking. Furthermore, the results of this study also conclude that facilitating conditions and habit have no significant effect on behavioral intentions to use Mestika bank's mobile banking.
Highlights
The progress and acceleration of the digital technology wave have almost appeared in all perspectives of public life in Indonesia, such as transportation, health, learning, retail, hotels, and finance (Fitria & Winata, 2020)
The number of samples used in this study was 240 respondents who came from Medan and Pematangsiantar city
This study uses a UTAUT2-based model to assess technology acceptance in the field of Mestika bank mobile banking services because this model is more effective than other models in explaining user behavioral intentions to use the technology
Summary
The progress and acceleration of the digital technology wave have almost appeared in all perspectives of public life in Indonesia, such as transportation, health, learning, retail, hotels, and finance (Fitria & Winata, 2020). The use of smartphones increases the high intensity of internet-based banking services (Mansur et al, 2019). This is undoubtedly influenced by the convenience available in smartphone services, so the higher the use of smartphones, the easier it is for people to access the internet (Welly et al, 2020). Openness in accessing digital technology to obtain information pathways that are currently happening is becoming increasingly complex, including making consumer purchasing decisions through extracting digital information as a trusted reference source. It can even be a source of inspiration (Indahingwati et al, 2019).
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