The Influence of Factors in the Modified UTAUT on Millennial Generation Customer Satisfaction for Adopting BJB Digi at Bank BJB Bandung in 2020
Agus Kurniawan1, Agus Rahayu2, Lili Adi Wibowo3, Heny Hendrayati4

Universitas Pendidikan Indonesia

Abstract

Todays consumers are more thorough and selective before making a purchase. Todays consumer behavior is more "demanding " and easily moved to another heart because they can easily make comparisons from the internet. Modified Unified Theory of Acceptance and Use of Technology (UTAUT ) is the key to competing with other competitors. The purpose of this study is to determine the effect of perceived value on customer satisfaction.
This type of research is causal using quantitative research. Empirical data was collected through a questionnaire given to users of the BJB Bank Bandung branch (BJB Digi) mobile banking service. This research uses SEM-Smart PLS analysis.
The results of this study together and support previous research from research (2019: 26), Amin et al. (2018), Yu (2012: 108), Singh et al. (2020) in Yu (2012: 108), Foon and Fah (2012: 13), Gonzalez and Galletta (2012: 66), and Indrawati et al. (2020: 4) in all studies found that Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI), Facilitating Conditions (FC), and Behavioral Intention (BI) affect Customer Satisfaction.

Keywords: TAUT, Performance Expectancy, Effort Expectancy, Social Influence, Competence, Behavioral Intention, Customer Satisfaction

Topic: Marketing Management