Strategic Insights into Mobile Banking Adoption: Customer Intentions On Java Island, Indonesia

Authors

  • Heri Sudarsono Faculty of Business and Economics
  • Dimas Priyono Giri

DOI:

https://doi.org/10.12928/ijiefb.v8i2.12787

Keywords:

Mobile Banking, UTAUT2, Performance Expectancy, Customer Intention, Financial Technology.

Abstract

Introduction to the Problem: The rapid advancement of financial technology has transformed banking services, particularly through the adoption of mobile banking. Understanding the factors influencing customers’ intention to use mobile banking is crucial for financial institutions to enhance user engagement and satisfaction. Previous studies have explored technology acceptance models, yet there remains a need to examine the determinants affecting mobile banking adoption in the Indonesian context, particularly among customers on Java Island.

Purpose/Objective Study: This study aims to analyze the factors influencing the intention of bank customers to use mobile banking by employing the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model. Specifically, the research investigates the impact of Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI), Facilitating Conditions (FC), and Hedonic Motivation (HM) on Mobile Banking Behavior Intention (MBBI).

Design/Methodology/Approach: A quantitative research method was employed, utilizing a structured questionnaire survey distributed via social media over a 16-day period (October 30, 2023 – November 15, 2023). The study targeted individuals residing on Java Island who had been using mobile banking for at least one year. Data were analyzed using statistical techniques to examine the relationships between the independent variables and the intention to use mobile banking.

Findings: The results indicate that Performance Expectancy (PE), Social Influence (SI), and Hedonic Motivation (HM) significantly influence customers’ intention to use mobile banking. In contrast, Effort Expectancy (EE) and Facilitating Conditions (FC) do not show a significant effect on mobile banking adoption. These findings provide valuable insights for banks in designing strategies to enhance mobile banking services by focusing on performance benefits, social influence, and user enjoyment.

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2025-08-11

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Vol. 8 No. 1 (2025)

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