The role of initial trust on intention to use branchless banking application: case study of jenius

Abstract

Branchless banking app is considered new technology in Indonesia. Thus, the initial trust is among the critical factors that may influence people to adopt branchless banking app. Many people feel that making transaction in branchless banking app is risky and unsafe. Therefore, the number of active users in the app still below target in its first year. This study examines the factors that affecting users’ initial trust towards branchless baking apps. Using Jenius, the first branchless banking app in Indonesia, this study combines several IT adoption theories such as Technology Acceptance Model (TAM) and Initial trust building theory. Survey was conducted to obtain data and PLS-SEM is utilized to test the overall correlation pattern between the proposed construction variables. It is found that information quality, customer support quality, and bank reputation are among factors that influence users’ initial trust. Meanwhile, users’ initial trust affects their perception towards easiness, usefulness and intention to use branchless banking app.