Factors Affecting Behavior To Use Mobile Banking In Indonesia

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Riajeng Rizqi Amalia , Sumarsono Sudarto , Very Fernando


Banking 4.0 offers a solution to create personalized interactions through the Internet of Everything. For banks, it presents great opportunities across different demographics and technology adoption levels to gain more revenues and profits. Mobile Banking can both meet all customer’s financial transaction needs and increase revenues through fee-based income. In fact, not all the banks’ customers utilize the mobile banking. This research aims to investigate mobile banking behavior in Indonesia to answer the phenomenon by examining correlation between   perceived of usefulness, perceived ease of use, subjective norms, perceived risks, trust, and attitude that affect behavior to use mobile banking in Indonesia. 380 banks’ customers participated in filling out the survey. The research’s stream begins with an overview of mobile banking in Indonesia and followed by a literature review. Thereafter, we develop our hypotheses and proposed model. Then, we provide data analysis by using Smart PLS. The study found that  behavior to use mobile banking in Indonesia was determined by attitude, perceived usefulness, subjective norms, and responsiveness. Attitude exerted maximum impact on behavior to use mobile banking at 52.2% followed by perceived usefulness at 41.7%, subjective norms at 12.7%, and responsiveness at 12.6%..

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