FAKTOR INFLUENCING CIMB NIAGA'S MOBILE PHONE ACCOUNT CONTINUATION USAGE: A STUDY OF TECHNOLOGY ACCEPTANCE MODEL (TAM)

Abstract

As smartphone capabilities, technological complexity, and other developments increase, banks must adapt to meet demand. CIMB Niaga, a private-owned bank, has some digital banking products, one of which is a mobile phone savings account. The objective of this study is to prove and analyze whether the TAM variables affect the continued use of CIMB Niaga’s mobile phone account. These variables include perceived usefulness, perceived ease of use, perceived risk, perceived trust, and perceived satisfaction. Using 70 respondents who hold CIMB Niaga’s mobile phone account, the regression analysis reveals that, unless perceived risk, all variables in the TAM variables positively influence the continued use of mobile phone accounts. Perceived risk negatively impacts the usage and continuation of mobile phone accounts. This study provides evidence to the management of the CIMB bank regarding factors that may encourage the frequency of using a digital banking product.