INTENTION TO USE DIGITAL BANK: ROLE OF PERCEIVED EASE OF USE, CUSTOMER KNOWLEDGE, SERVICE QUALITY, AND SYSTEM SECURITY
Keywords:
Perceived ease of use Customer knowledge Service quality System security Digital bankAbstract
The purpose of this study is to evaluate the factors affecting the intention to use digital banking on Jenius application users. Empirical studies were conducted to determine the effect of perceived ease of use, customer knowledge, service quality, and system security on the intention to use Jenius digital bank. Data were collected from 100 users of Jenius digital bank. The analysis result show that: (1) perceived ease of use has no effect on the intention to use the service; (2) customer knowledge has no effect on the intention to use the service; (3) service quality has a positive effect on the intention to use toward the service; (4) system security has a positive impact on intention to use toward the service. Service quality and system security are essential for further attention, considering that digital banks carry out almost all of their operations digitally without physical branches. Perceived ease of use, customer knowledge, service quality, and system security are able to explain intention to use Jenius digital bank by 80,2%.
Downloads
References
W. L. Filho, A. M. Azul, L. Brandli, P. G. özuyar and T. Wall, Responsible Consumption and Production, Cham: Springer Cham, 2020.
B. Kaur, S. Kiran, S. Grima and R. Rupeika-Apoga, "Digital Banking in Northern India: The Risks on Customer Satisfaction," Risks, vol. 9, no. 11, p. 209, 2021.
G. Yudistira, "Kontan," PT. Grahanusa Mediatama, 11 Februari 2019. [Online]. Available: https://keuangan.kontan.co.id/news/riset-mckinsey-adopsi-digital-banking-di-indonesia-tercepat-di-asia. [Accessed 25 September 2022].
O. T. Nguyen, "Factors Affecting the Intention to Use Digital Banking in Vietnam," The Journal of Asian Finance, Economics and Business, vol. 7, no. 3, pp. 303 - 310, 2020.
B. Haralayya, "How Digital Banking has Brought Innovative Products and Services to India," Journal of Advanced Research in Quality Control and Management, vol. 6, no. 1, pp. 16 - 18, 2021.
Liputan6, "Liputan6," PT. Kreatif Media Karya, 11 Agustus 2016. [Online]. Available: https://www.liputan6.com/bisnis/read/2575011/btpn-luncurkan-jenius-aplikasi-cerdas-untuk-mengatur-keuangan. [Accessed 20 September 2022].
V. Venkatesh, "Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model," Information Systems Research, vol. 11, no. 4, pp. 342 - 365, 2000.
W. R. King and J. He, "A meta-analysis of the technology acceptance model," Information & Management, vol. 43, no. 6, pp. 740 - 755, 2006.
F. D. Davis, "Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology," MIS Quarterly, vol. 13, no. 3, pp. 319 - 340, 1989.
A. M. Widjana, Determinan Faktor Penerimaan Terhadap Internet Banking Pada Nasabah Bank di Surabaya, Surabaya: Sekolah Tinggi Ilmu Ekonomi Surabaya, 2010.
A. H. Pitafi, S. Kanwal and A. N. Khan, " Effects of perceived ease of use on SNSs-addiction through psychological dependence, habit: The moderating role of perceived usefulness," International Journal of Business Information Systems, pp. 383-407, 2020.
A. M. Mutahar, N. M. Daud, R. Thurasamy, O. Isaac and R. Abdulsalam, "The Mediating of Perceived Usefulness and Perceived Ease of Use: The Case of Mobile Banking in Yemen," International Journal of Technology Difusion, vol. 9, no. 2, pp. 21 - 40, 2018.
N. Jimenez, S. San-Martin and J. Azuela, "Trust and Satisfaction: The Keys to Client Loyalty in Mobile Commerce," Academia Revista Latinoamericana deAdministracion, 2016.
M. Garcia-Murillo and H. Annabi, "Customer Knowledge Management," The Journal of the Operational Research Society, vol. 53, no. 8, pp. 875 - 884, 2002.
M. Schreier and R. Prügl, "Extending Lead User Theory: Antecedents and Consequences of Consumers' Lead Userness," Journal of Product Innovation Management, vol. 25, no. 4, pp. 331 - 346, 2008.
R. Hurriyati, Bauran Pemasaran dan Loyalitas Konsumen, Bandung: Alfabeta, 2005.
A. S. GIll, F. B. Alan and M. Shachar, "Factors that affect the trust of business clients in their banks," International Journal of Bank Marketing, vol. 24, no. 6, pp. 384 - 405, 2006.
F. Tjiptono, Pemasaran Jasa, Surabaya: Banyu Media, 2011.
C. Kouthouris and K. Alexandris, "Can service quality predict customer satisfaction and behavioral intentions in the sport tourism industry? An application of the SERVQUAL model in an outdoors setting," Journal of Sport & Tourism, vol. 10, no. 2, pp. 101 - 111, 2005.
J. Rapp, R. Hill, J. Gaines and R. Wilson, "Advertising and Consumer Privacy," Journal of Advertising, pp. 51-61, 2009.
S. Jarvenpaa and B. Ives, "Executive Involvement and Participation in the Management of Information Technology," MIS Quarterly, pp. 205-227, 1991.
P. C. Lai, "Design And Security Impact on Consumers’ Intention to Use Single Platform E-Payment," Interdisciplinary Information Sciences, vol. 22, no. 1, pp. 111-122, 2016.
F. Belanger, J. S. Hiller and W. Smith, "Trustworthiness in Electronic Commerce: The Role of Privacy, Security, and Site Attributes," Journal of Strategic Information Systems, vol. 11, no. 3, pp. 245 - 270, 2002.
Sugiyono, Metode Penelitian Kuantitatif, Kualitatif dan R&D, Bandung: Alfabet, 2017.
C. Gunawan, Mahir Menguasai SPSS (Mudah Mengolah Data dengan IBM SPSS Statistics 25), Yogyakarya: Deepublish, 2018.
I. Ghozali, Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25, Semarang: Badan Penerbit-UNDIP, 2018.
D. Priyatno, Belajar Alat Analisis Data Dan Cara Pengolahannya Dengan SPSS, Yogyakarta: Gava Media, 2016.
R. Agustina, R. A. Afriana and A. Safrina, "Pengaruh Persepsi Kemudahan, Kebermanfataan, Risiko dan Kepercayaan Terhadap Minat Nasabah Menggunakan Internet Banking Pada PT Bank Bukopin Tbk Banjarmasin," DINAMIKA EKONOMI Jurnal Ekonomi dan Bisnis, vol. 11, no. 2, pp. 255 - 268, 2018.
B. R. Kartika, Pengaruh Pengetahuan, Kepercayaan dan Kemudahan Pengguna Mobile Banking Terhadap Minat Nasabah Bertransakasi Secara Online Pada Bank Muamalat Cabang Palu, Palu: Institut Agama Islam Negeri Palu, 2020.
S. Bulkia, A. S. Herawati and N. Hasanah, "Pengaruh Pengetahuan Nasabah dan Kualitas Layanan Terhadap Minat Individu Pengguna Internet Banking Banjarmasin," AT-TADBIR: Jurnal Ilmiah Manajemen, vol. 3, no. 2, pp. 90 - 97, 2019.
B. D. Saputro and S. Sukirno, "Pengaruh Persepsi Kemudahan Penggunaan, Kepercayaan, Kecemasan Berkomputer Dan Kualitas Layanan Terhadap Minat Menggunakan Internet Banking," NOMINAL: Barometer Riset Akuntansi dan Manajemen, vol. 2, no. 1, pp. 36 - 63, 2013.
