The Effect of Performance Expectancy, Effort Expectancy, Facilitating Conditions on Behavioral Intention to Use and Their Impact on Usage Behavior Moderated by Trust: a Study on BRISPOT Application Users in the Small and Medium Business Segment of Bank BRI
DOI:
https://doi.org/10.62486/agma2025291Keywords:
Digital Banking, UTAUT, SCT, Trust, Use BehaviorAbstract
The implementation and optimal utilization of online banking applications remains a challenge, particularly within the Small and Medium Enterprise (SME) sector, where digital tools are underutilized despite their potential. This study aims to examine the variables influencing the adoption and usage of online banking by Relationship Managers (RMs) in the SME sector. Using a framework combining the Unified Theory of Acceptance and Use of Technology (UTAUT) and Social Cognitive Theory (SCT), this research explores the key determinants of RM behavior towards online banking, introducing trust as a moderating variable. The findings indicate that supportive circumstances, performance expectations, and effort expectations significantly affect the behavioral intention to use online banking, which in turn strongly influences actual usage behavior. Furthermore, trust directly impacts utilization but does not diminish the influence of behavioral intention on usage. This study contributes to the literature by integrating SCT into the UTAUT model and offers practical insights for banking institutions. To enhance application adoption, banks should focus on improving system usability, offering adequate support, and building user trust.
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