EXAMINING THE INTENTION TO USE MOBILE BANKING DURING PERIOD OF COVID-19: TECHNOLOGY ACCEPTANCE MODEL WITH TRUST

Abstract

Information technology highly contributes to the citizen's behavior in financial transactions. Bank clients intended to use a mobile banking service as a solution to conduct bank transactions during COVID-19 in Indonesia. Therefore, this article aims to describe a new idea for predicting the intention to use mobile banking with trust as an extension of the technology acceptance model. This study used a survey questionnaire administered to individuals who are non-user of mobile banking services and found 142 valid responses. SmartPLS for structural equation modeling was used to test the relationship's importance levels between each construct. The proposed model contributes 53.4% to improving mobile banking adoption among bank clients. This study's findings proved that perceived ease of use and usefulness are the critical factors influencing the intention to use mobile banking. However, trust does not show its moderation effect. The implications of this study show that perceived ease of use plays a vital role in growing the intention of bank clients to use mobile banking. The study suggests that financial institutions are expected to provide detailed instructions for operating mobile banking. The menu provided in mobile banking services is also beneficial for bank clients. This study contributes to the factors that play an important role in supporting mobile banking service adoption among Indonesian bank clients.