Analysis of Factors Affecting Acceptance of Mobile Banking Application Usage Using Unified Theory of Acceptance and Use of Technology (UTAUT 2) Integration Model for BTPN WoW!
Patricia Isabel Eugenie Evelien Rompis Muhaling, Dodie Tricahyono, Dian Indiyati

Fakultas Ekonomi dan Bisnis, Universitas Telkom
Jalan Gegerkalong Hilir No.47, Bandung 40152, Indonesia

Abstract

Indonesia has entered the era of revolution 4.0 where almost all activities carried out are not away from digital technology. The banking industry has carried out a digital transformation by utilizing smartphone technology for the application of mobile banking applications. Savings bank National Pensioners (BTPN) released a banking product BTPN WoW! which is a service banking for the mass market by utilizing high-tech cellular phones Unstructured Supplementary Service Data (USSD) supported by Officeless Financial Services In the Context of Financial Inclusion or smart behavior agents as an extension of the Bank. Some of the transaction facilities offered are savings, cash withdrawals, fund transfers, and cash transfers etc. Over time, BTPN has expanded the features of the BTPN WoW! by creating an app mobile so that customers can make transactions via smartphones. But at the end of the year 2021, the number of BTPN WoW! decreased by 21.39% followed by a decrease in agents from 167 thousand to 156 thousand.
The purpose of this study is to analyze the factors that influence customer intentions in using the BTPN WoW! mobile application. Model approach using Unified Theory of Acceptance and Use of Technology (UTAUT-2) with the addition of moderator variables trust and level of education. UTAUT-2 is a model that studies acceptance and use technology in the context of consumers which consists of independent variables of performance expectancy, effort expectancy, social influence, facilitating conditions with additional 3 variable constructs hedonic motivation, price value, and habit as well as two dependent variables, namely behavioral intention and use behavior. Collecting data in this study using quantitative methods with distribution of online questionnaires through Google Forms. The data was then analyzed using the technique of Partial Least Square - Structural Equation Modeling (PLS-SLM) with SmartPLS statistical software 3.3.9.

Keywords: Digital Transformation- Mobile Application- UTAUT-2- SmartPLS-SEM

Topic: Digital Business Strategy