The Exploring of Trust that Influences Customer's Intention to Use FinnTech M-Banking Application on Regional Banks

Gede Cahyadi Putra, Ni Putu Yeni Astiti, Gusti Ngurah Bagus Gunadi
International Journal of Economics and Business Administration, Volume VIII, Issue 4, 407-421, 2020
DOI: 10.35808/ijeba/596


Purpose: Information technology is growing rapidly in Indonesia, bringing drastic changes in the lifestyle of the Indonesian people, especially in Bali. Digital technology has increased ease of use, efficiency, and savings in every activity. The Financial Technology System is an online financial payment that is usually provided by banks. This study aims to analyze trust as an intervening variable in relation to ease of use, perceived usefulness, and perceived value of customers' intended use of M-Banking financial services. Approach/Methodology/Design: Data collection was carried out by distributing questionnaires, where the population is the BPD Mobile Banking system customers in Bali, Indonesia. This is a descriptive and verification research, a descriptive method based on assessment analysis and a verification method based on quantitative analysis. The samples were determined by purposive sampling and the analysis technique used the Partial Least Square (PLS). Findings: The results showed that perceived ease of use, perceived usefulness and perceived value had a positive and significant effect on intention to use the mobile banking system, perceptions of application usability had the most significant effect on intention to use compared to perceived convenience and perceived value of the mobile banking system. Practical Implications: The results show that although the BPD Mobile banking system has provided several benefits for customers, it is still not actively used by customers compared to other bank mobile banking systems in Indonesia. Originality/Value: The article emphasizes the usefulness of customers so that trust is created and will reuse the M-banking facility provided by the bank to facilitate consumer financial transactions.

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