THE INFLUENCE OF TRUST IN CUSTOMER ACCEPTANCE TOWARD DIGITAL BANKING IN INDONESIA

• Main Author: Almadelia Rinaldi, Azzahra
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/40895
• Institution: Institut Teknologi Bandung

With the development of new banking technology in Indonesia, namely digital banking, it attracted the attention of researchers to see customer acceptance of the intention to use the new technology. Because of most Indonesians are still using conventional bank technology. This empirical study aims to determine which factors most influence the customer acceptance of digital banking services in Indonesia by adding one new factor, trust. The main objective is to see the effect of trust in customer acceptance of digital banking technology in Indonesia. This study adapted the model from Venkatesh, et al., which is UTAUT 2 that has seven main constructs that influence behavioral intentions to use technology and actual use of the technology in the context of consumers. Also in the previous research model from Armida (2008) which added a factor of trust. In this study, the context of actual use and variables moderation will not be used. In addition, this study will also determine the segmentation of digital banking in Indonesia. Digital banking in this study included Jenius and Digibank. This study will use an online questionnaire method and also interviews that will be analyzed using Partial Least Square (PLS) -SEM and also coding. The limit for respondents is digital banking users who are 17-50 years old and live in the Jabodetabek or Bandung area. There were 443 people filled out questionnaires and interviewed 20 people. The results of this study indicate that hedonic motivational factors, habits, and beliefs have significant results on behavioral intentions to use. While performance expectations, effort expectations, social influences, price values, habits, and facilitation conditions do not have significant results on behavioral intentions to use. The results of this study are expected to attract more users of digital banking and so that new products can compete in the market.