Abstract
The m-banking service is a long-distance transaction platform that is innovative and strategic product provided by financial institution. It has succeeded in removing physical limitation of banking activities through the use of mobile device by customers. Support for the advance in internet technology bringing about considerable and continuous changes in banking operational have enabled customers to connect with business world and make transaction at any time, so that it also changes how customers use banking services. The World’s Best Bank has positioned BCA as a bank capable of adapting to pandemic situation because its banking services related to technology is considered as the best. Therefore, this research recognizes the need for testing factors affecting BCA customers to adopt and continue to use BCA m-banking service.
 Design/methodology/approach – the conceptual relationship of behavior intention on the acceptance and the use of information technology in this research used UTAUT2 model. Primary data were processed using SEM method with SMART-PLS software collected from survey questionnaires carried out to 400 respondents having BCA accounts and using BCA m-banking in the last 3 months.
 Findings – the main factors such as habit, hedonic motivation and facilitating condition were found to provide significant effect on behavior intention of customers to adopt and use BCA m-banking service.
 Practical implications – the findings are expected to educate public about m-banking service capable of facilitating banking transaction and recommending banking system to provide a safe m-banking service and it also requires sustainable development.
Highlights
The advance in internet technology brings about considerable changes in banking operational, for example, the use of m-banking service as the innovative service providing additional values (Tiwari & Buse, 2007) to improve life quality and efficiency offered by bank (Malaquias and Hwang, 2016)
The most recent education level of respondents was bachelor’s degree level with 257 (62.2%), followed by Senior High School with 97 (23.5%), D3 with 24 (8.8%), and master’s degree with 35 (8.5%). These results showed that transactions made using mbanking was found to be higher on people with higher levels of education
Convergent validity was assessed based on the outer loadings of each indicator or questionnaire item for each variable, namely Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI), Facilitating Conditions (FC), Hedonic Motivations (HM), Price Value (PV), Habit (HT) and Behavior Intentions (BI)
Summary
The advance in internet technology brings about considerable changes in banking operational, for example, the use of m-banking service as the innovative service providing additional values (Tiwari & Buse, 2007) to improve life quality and efficiency offered by bank (Malaquias and Hwang, 2016). It allows the customers to make banking transaction via smartphone (Riswandi, 2005). M-banking is a platform facilitating banking transaction via mobile phone connected to internet (Lin, 2011). M-banking allows its customers to be connected to business world at any time and make transaction at the same time and in turn; it has changed the used of banking services (Aboelmaged & Gebba, 2013). People tend to adopt and switch to use m-banking service
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