Potential Factors that Influences Customers' Intentions to Use m-Banking

Abstract

This study aims to determine the factors that impact people's behavioural intentions to use mobile banking in Indonesia. The UTAUT technique is being utilised to explore the factors that impact people's inclinations to use mobile banking services. Following the revision of the questionnaire, which was based on earlier research, it was sent via a Google form to users who used m-banking in Indonesia. A questionnaire was provided to participants based on the purposive sampling method. In order to evaluate for convergent validity, discriminant validity, and path coefficient, the data was analysed using SmartPLS. It has been demonstrated that social influence, perceived security, and performance expectation all substantially impact behavioural intention to use m-Banking. On the other hand, the expectation of effort had no significant influence on behavioural intention to use mobile banking. According to the findings of this study, firms must prioritise effort expectation while also increasing other elements in the future.