Analysis of Consumers Behavioral Intention in Using Mobile Banking Through UTAUT Model Approach
Mohamad Herdi Faizal1, Ratih Hurriyati2 & Heny Hendrayati3

Universitas Pendidikan Indonesia, Bandung, Indonesia

Abstract

Banking business has undergone significant changes in this era of digital transformation. This situation encourages the banking industry to create more flexible procedures, organizational structures, and business models as a means to embrace the competition. In response to this, this research aims to understand the role of UTAUT model, which consists of Performance Expectancy, Effort Expectancy, and Social Influence on the Behavioral Intention of Bank Mandiri^s consumers in using mobile banking. The data were collected through a survey-based empirical study on 200 users of New Livin by Mandiri application in West Java using convenience sampling method. This research used descriptive analysis with path analysis and Smart PLS tools. The result indicates that the variables Performance Expectancy, Effort Expectancy, and Social Influence have positive effects toward Behavioral Intention, but Performance Expectancy and Social Influence are the ones giving the most significant effects. Theoretical findings also prove that Performance Expectancy is a very significant factor in influencing one^s intention to use mobile banking.

Keywords: mobile banking, behavioral intention, the unified theory of acceptance and usage technology (UTAUT)

Topic: Marketing Management