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e-ISSN: 2715-4203, p-SSN: 2715-419X
DOI: https://doi.org/10.31933/dijdbm.v4i5
Received: 16 June 2023, Revised: 19 July 2023, Publish: 23 August 2023
https://creativecommons.org/licenses/by/4.0/
Factors that Influence Intention to use Mobile Banking
Steffi Odelia Setiawan
1*
, Dipa Mulia
2
1 Faculty of Economics and Business Mercu Buana University, Jakarta, Indonesia,
55121110047@student.mercubuana.ac.id
2
Faculty of Economics and Business Mercu Buana University, Jakarta, Indonesia
,
dipa.mulia@mercbuana.ac.id
*
Corresponding Author: Steffi Odelia Setiawan
Abstract: The increase in internet penetration in Indonesia which has reached 77.02% is not
in line with the growth of Bank Mandiri mobile banking users to the number of customers
which is still low. This study evaluates perceived ease of use, trust, compatibility, security, and
convenience on intention to use m-banking with the mediation of perceived usefulness. This
study distributed online questionnaires collected through social media and obtained 210
respondents in the Jabodetabek area. This research method uses quantitative with the Partial
Least Square (PLS) - Structural Equation Modeling (SEM) method using the Smart PLS 3.0
program. The results state that perceived usefulness affects intention to use m-banking,
perceived ease of use and trust affect perceived usefulness. Perceived usefulness variables can
mediate perceived ease of use and trust in intention to use m-banking.
Keywords: Perceived Ease of Use, Perceived Usefulness, Trust, Compatibility, Security,
Convenience, Intention to Use Mobile Banking
INTRODUCTION
The Indonesian Internet Service Providers Association (APJII) states that in 2021-2022
there will be 210.03 million internet users. Until the 2021-2022 period, the internet penetration
rate in Indonesia has reached 77.02% of the total population of 277.7 million people. Until
finally, several sectors are competing to be able to renew services into digital services,
including the banking sector. Mobile banking is a banking transaction service through a digital
application that has various features that can be used to make various kinds of payments such
as transfers, balance checks, create accounts or other financial transactions such as buying
electricity tokens, topping up credit, and refilling electronic cards only through smartphones
(Styarini et al. 2020). In order to provide better services, banks in Indonesia continue to make
innovations to improve customer convenience in using mobile banking. Some banks present
more up to date m-banking starting from 2019 by presenting a variety of new features so that
customers can transact, create accounts, invest, and other activities with just one application.
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Fig 1. Data on the percentage growth of BCA, CIMB, BNI, BRI, Mandiri m-banking users to the total
number of customers.
Based on the figure above, the percentage increase in internet penetration in Indonesia,
which has reached 77.02%, the growth of m-banking users compared to total customers at
Mandiri bank is still relatively low. With the various advantages offered by banks through m-
banking services and the costs and efforts that have been made in creating mobile banking
services, it should be able to attract customers and user market penetration in a short time
(Amihsa et al. 2020). The low growth of mobile banking users compared to total customers at
Bank Mandiri, of course, is based on customer interest in determining to use m-banking.
Therefore, to be able to increase users of the Mandiri Livin App, it is necessary to know the
factors that influence intention to use mobile banking.
LITERATURE REVIEW
Technology Acceptance Model (TAM)
The Technology Acceptance Model (TAM) was introduced by Davis in 1989 which is a
behavior used to explain individual acceptance of the use of information technology systems
(Davis 1989 in Amihsa et al. 2020). The TAM model itself is an adoption of the Theory of
Reasoned Action (TRA) model which is a theory of reasoned action with a premise that an
individual's reaction and perception of something can determine that person's attitude and
behavior so that the user's reaction and perception of information technology (IT) will affect
the attitude in accepting the technology.
In TAM, there are factors that influence acceptance in the use of technology, namely
perceived usefulness (PU) which is explained as a perception of the benefits of technology
which is used with the aim of benefiting and perceived ease of use (PEOU), namely the
perception of using technology.
Preceived Usefulness
According to Davis (1989), perceived usefulness is the degree of trust in a technology
that can improve one's performance and productivity. Perceived usefulness is described as a
benefit for users related to productivity, work effectiveness, performance, and
overallusefulness (Handayani, 2007 in Atarwaman 2022).
Preceived Ease of Use
Perceived ease of use is defined as individual belief that using a technology does not
require great effort (Davis, 1989 in Wahyudi and Yanthi 2021). According to Wibowo (2017),
perceived ease of use is a person's level of belief that a technology is easy to understand and
2019 2020 2021
BCA
42,60% 61,30% 65,30%
BNI
17,42% 17,35% 17,14%
BRI
4,23% 10,22% 10,90%
Mandiri
3,90% 8,65% 12,89%
CIMB
32,50% 34,30% 35,70%
0,0%
10,0%
20,0%
30,0%
40,0%
50,0%
60,0%
70,0%
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use which can improve one's work performance. According to Kim et al. (2015) that ease of
use is felt when consumers believe that using m-banking services is easy and does not require
more effort to learn.
Trust
According to Mowen and Minor in Donni Juni (2017) Trust is all the knowledge
possessed by consumers and all the conclusions that consumers have made regarding objects,
attributes and benefits. Trust is one of the important aspects of business relations, with trust
there will be a commitment between the two parties. Ba and Pavlou (2002) explain that trust is
an assessment of one's relationship with others in making certain transactions in accordance
with the expectations of each party in an environment full of uncertainty. Mulia, D, et al (2022)
state that the many products offered by banks make some customers hesitant or afraid to use
online transactions, so banks must be able to convince customers and make them trust and be
willing to adopt and use technology-based products and services continuously.
Compatibility
Compatibility is the extent to which the use of technology is considered consistent with
the values, experiences, and needs of the user (Moore & Benbasat, 1991). According to Wang
et al., (2017) compatibility is how a new technology can match the expertise of the previous
technology that already exists and is related to the technology. If a new technology does not
have compatibility with experience and lifestyle, it will have an impact on the time a person
will spend understanding how to use the technology which will result in wasted time and also
reduce the view of the usefulness of the technology (Gumussoy et al., 2018). The scope of
compatibility in research is a balanced fit between individual needs and better technological
innovation so that when customers realize that m-banking services match their lifestyle and
preferences, customers tend to decide to use m-banking (Muslim, 2022).
Security
Security is a process of preventing risks received from using a service (Kumala et al.,
2020). Security can also be interpreted as protection from various unknown data usage access
(Vemuri and Chen, 2021). According to Whitman and Mattord (2010), security is a form of
protection for information and the important elements in it such as confidentiality, integrity,
and availability, including the system and hardware to store and send the information.
Convenient
Convenience has been defined as "easy to reach; accessible" and "suitable or appropriate
to one's comfort, purpose, or needs". In the context of service encounters, convenience has been
described in terms of lifestyle, not having to travel, personal safety, and not having to wait
(Lichtenstein and Williamson, 2006). Convenience can influence consumption behavior and
service convenience is also seen as instrumental when consumers make service choices and
evaluate company service performance. In regional consumer service research, convenience is
increasingly recognized as a prominent product attribute and as a basis for making purchasing
decisions (Voli, 1998 in Clemes et al. 2012).
Intention to use
According to Davis (1989), interest in use is a user's tendency to be loyal in using a
technology. According to Ahmadi (2009) in Desvronita (2021) interest in use is the user's
interest in using a system, so that it becomes a behavioral tendency to believe and continue to
use the system. Interest in use can be interpreted as a person's desire and interest in behaving
in a certain way which aims to own, dispose of, or use (Wulandari, 2019).
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Fig 2. Research Framework
Hypothesis testing aims to test the relationship between variables and analyze the
similarities or differences that might be found. The hypotheses proposed for this study are as
follows:
H1 : Perceived ease of use has a direct effect on intention to use m-banking
H2 : Trust has a direct effect on intention to use m-banking
H3 : Compatibility has a direct effect on intention to use m-banking
H4 : Security has an effect on intention to use m-banking
H5 : Convenience affects the intention to use m-banking
H7 : Perceived ease of use affects perceived usefulness of m-banking
H8 : Trust affects perceived usefulness
H9 : Compatibility affects perceived usefulness
H10 : Perceived ease of use affects intention to use m-banking through mediation
of perceived usefulness
H11 : Trust affects intention to use m-banking through the mediation of perceived
usefulness
H12 : Compatibility affects intention to use m-banking through the mediation of
perceived usefulness
RESEARCH METHODS
This research is a quantitative study to determine causal relationships. The population
studied was Mandiri bank customers who did not use mobile banking, who lived in
Jabodetabek. The sampling technique used was purposive sampling method by using an online
questionnaire distributed through social media. The questionnaire was using a Likert scale with
a range of 1-5 for each indicator. The data collected were 210 respondents. This study used
Partial Least Square (PLS) - Structural Equation Modeling (SEM) with SmartPLS 3.0 software.
FINDINGS AND DISCUSSION
The characteristics of respondents in this study are based on age, occupation and income.
From 210 respondent data, 59.5% were in the productive age category, namely 18-45 years old
and 40.5% in the elderly category, namely over 45 years old. For occupation category, 10.5%
are civil servants, 29% are private employees, then 11.4% are students / students, 31.9% are
H4
H1
H7
H2
H5
H8
H3
H6
H9
Perceived
Ease of Use
Trus t
Compa tibility
Perceived
Usefulness
Intention
to
use mobile
Convenience
Security
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self-employed, and 4.8% are housewives, and those who do not work are 4.8%. For income
category, based on these results, respondents with an income of <Rp. 1,500,000 per month
were 9%. Respondents who have an income of Rp. > 1,500,000 to Rp. 2,500,000 per month
17.1%. 14.8% earn Rp. > 2,500,000 to Rp. 3,500,000 per month. Respondents who have an
income of> Rp. 3,500,000 per month 50.5%. And those who do not have income are 8.6%.
Table 1. Construct Validity anf Discriminant Validity
Variable
Indicator
Outer
loadings
Cronbach’s
Alpha
Composite
Reliability
(AVE)
Perceived Ease
of use
PEOU 1
0.955
0.951
0.969
0.911
PEOU 2
0.966
PEOU 3
0.943
Trust
TRT 1
0.808
0.788
0.873
0.697
TRT 2
0.837
TRT 3
0.858
Compatibility
COM 1
0.905
0.815
0.884
0.718
COM 2
0.878
COM 3
0.751
Security
SEC 1
0.925
0.872
0.912
0.776
SEC 2
0.84
SEC 3
0.875
Convenience
CON 1
0.832
0.815
0.889
0.729
CON 2
0.92
CON 3
0.805
Perceived
Usefulness
PU 1
0.835
0.811
0.887
0.724
PU 2
0.838
PU 3
0.879
Intention to
use
INT 1
0.899
0.805
0.883
0.717
INT 2
0.884
INT 3
0.75
The examination of composite reliability, Cronbach's Alpha and Average Variance
Extracted aims to test the reliability of instruments in the research model. If all latent variables
have reliability or Cronbach alpha > 0.7, it means that the construction is reliable or the
questionnaire used as a tool in this study is reliable or consistent.
Table 2. R Square and Q Square
R Square
Q Square
Perceived Usefulness
0.423
0.282
Intention to use
0.149
0.083
R square is between 0.25 - 0.50, indicating that the model has a weak relationship, while
Q square values greater than 0 indicate that the model has predictive relevance.
Tabel 3. F-square
Variable
Perceived Usefulness
Intention to use
Perceived Usefulness
0.127
Perceived Ease of use
0.18
0.003
Trust
0.07
0.002
Compatibility
0.002
0.000
Security
0.000
Convenience
0.001
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There is a large value of medium influence on the F-Square value of 0.15 in H6. The
other large influence values are small with the F-Square value criterion being at the value of
0.02.
A model will be considered fit if it has an SRMR value below 0.10 or 0.08. The Normed
Fit Index value produces a value of 0 to 1, a good NFI value is a value close to 1. The NFI
value is obtained from 1 minus the Chi-square.
Table 3. Fit Measures
Godness of Fit
Saturated
Model
Estimated
Model
SRMR
0.081
0.083
Chi-Square
816.059
820.159
NFI
0.730
0.728
rms Theta
0.199
From the table above, it can be seen that the model is fit based on the data because the
SRMR is 0.081. Meanwhile, in the Variance Inflation Factor (VIF) table below, none of the
model values exceed 5, so it can be concluded that there is no multicollinearity in the model.
Table 4. VIF
Variable
Perceived Usefulness
Intention to use
Perceived Usefulness
1.792
Perceived Ease of use
1.995
2.488
Trust
2.006
2.314
Compatibility
1.681
1.922
Security
1.219
Convenience
1.594
Table 5. Direct Effect
Hypothesis
Original
Sample
T
Statistics
P
Values
Description
[H1] Perceived Ease of use ->
Intention to use
-0.074
0.801
0.423
Rejected-
Not Significant
[H2] Trust ->
Intention to use
-0.061
0.716
0.474
Rejected-
Not Significant
[H3] Compatibility ->
Intention to use
0.010
0.123
0.902
Rejected-
Not Significant
[H4] Security ->
Intention to use
0.020
0.192
0.847
Rejected-
Not Significant
[H5] Convenience ->
Intention to use
0.041
0.5122
0.609
Rejected-
Not Significant
[H6] Perceived Usefulness ->
Intention to use
0.440
6.155
0.000
Accepted- Positively
Significant
[H7] Perceived Ease of use ->
Perceived Usefulness
0.455
6.315
0.000
Accepted- Positively
Significant
[H8] Trust -> Perceived
Usefulness
0.285
4.042
0.000
Accepted- Positively
Significant
[H9] Compatibility -> Perceived
Usefulness
-0.047
0.715
0.475
Rejected-
Not Significant
Table 6. Indirect Effect
Hypothesis
Original
Sample
T
Statistics
P
Values
Description
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[H10] Perceived Ease of use ->
Perceived Usefulness -> Intention
to use
0.200
4.215
0.000
Accepted-
Positively
Significant
[H11] Trust ->
Perceived Usefulness ->
Intention to use
0.126
3.421
0.001
Accepted-
Positively
Significant
[H12] Compatibility ->
Perceived Usefulness ->
Intention to use
-0.021
0.696
0.487
Rejected-
Not Significant
Hypothesis 1 has a P value of 0.423 with a T statistic of 0.801. The results showed that
perceived ease of use has no effect on intention to use mobile banking. This can be interpreted
that the perception ease of use is not enough to make someone interested in using m-banking.
This result was aligned with previous research conducted by Al-Jabri, I. (2015) which states
that perceived ease of use has no effect on intention to use. This can be due to consumers using
alternatives to mobile banking or not being able to express perceived ease of use accurately
with consumer experience, therefore consumers have difficulty evaluating the ease of use of
m-banking. However, the results of the study contradict the research of Setiyono, C, et, al
(2019) that perceived ease of use has an effect on intention to use.
Hypothesis 2 has a P value of 0.474 and a T statistic of 0.716. The results showed that
trust has no effect on intention to use mobile banking. This result was aligned with previous
research conducted by Amalia Ratna Pramudita (2020) and Sulistyowati et.al (2022) that trust
does not show a prominent role in predicting intention to using mobile banking, because the
results of the study show that mobile banking services can be trusted and transactions will be
appropriate. Even though they trust, this trust does not have an impact on intention to using
mobile banking.
Hypothesis 3 has a P value of 0.902 with a T statistic of 0.123. The results showed that
compatibility has no effect on intention to use mobile banking. This can be interpreted that
mobile banking is not in accordance with work style, lifestyle or individual needs in
transactions. This result was aligned with previous research conducted by Mandrata, M. I., &
Sutarso, Y. (2019), that customers only need convenience in transactions, but not to manage
their finances which can lead to consumptive living and customers only use services in certain
circumstances.
Hypothesis 4 has a P value of 0.857 with a T statistic of 0.192. The results showed that
security has no effect on intention to use mobile banking. This shows that customers do not
pay attention to security in the mobile banking application, meaning that security is not the
main reason for determining whether to use mobile banking. This result was aligned with
previous research conducted by Wandira, R., & Fauzi, A. (2022), that security is a risky thing
in financial services, but customers do not make security a reason for using mobile banking
services.
Hypothesis 5 has a P value of 0.609 with a T statistic of 0.512. The results showed that
convenience has no effect on intention to use mobile banking. This means that convenience is
not a factor that makes customers use m-banking. This result was aligned with previous
research conducted by Sari, R. et, al (2022) which states that convenience has no effect on
interest in use. Contradict to the research of Park et, al (2019) which states that convenience
has an influence on intention to use.
Hypothesis 6 has a P value of 0.000 with a T statistic of 6.155. The results showed that
there is a positive and significant effect of perceived usefulness on interest in using m-banking.
This can be interpreted that user interest is driven through perceived usefulness, where people
will use m-banking if they understand its benefits. Therefore, m-banking must develop a variety
of services and features that can meet the needs of m-banking users from various groups and
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generations. This result was aligned with previous research conducted by Bustami, E. et, al.
(2021) research, that individuals will use m-banking if they believe it can provide benefits such
as time efficiency. Raza, et. al (2017), Najiba and Fahmab (2020) state that benefits have a
favourable and strong effect on interest in using m-banking.
Hypothesis 7 has a P value of 0.000 with a T statistic of 6.315. The results showed that
perceived ease of use has a significant positive effect on perceived usefulness. This can be
interpreted that the more perceived convenience of mobile banking, the more perceived
benefits or usefulness for users. This result was aligned with previous research conducted by
Widiar, G. et, al. (2023), that the convenience provided makes a person faster and more
productive with mobile banking. The results of this study are in accordance with research
conducted by Makanyeza (2017) and Kurniawan et, al (2022) that perceived convenience has
a significant effect on perceived usefulness.
Hypothesis 8 has a P value of 0.000 with a T statistic of 4.042. The results showed that
trust has a positive and significant effect on perceived usefulness. This can be interpreted that
a high level of trust makes customers want to utilize the service. By trusting the m-banking
manager, namely the bank, it can make m-banking more useful. So, m-banking service
providers must strive to build customer trust.
This result was aligned with previous research conducted by Al-Jabri, I. (2015) which
states that the more customers believe that financial transaction management is safe, the higher
the customer's belief that m-banking is useful. Trust will reduce learning and mental efforts in
understanding, monitoring, and checking every detail related to customer financial
transactions. Research in an effort to test trust in perceived usefulness is supported in research
by Najib, M., & Fahma, F. (2020). The results of the study are contradicted with the research
of Kumar, S. et, al (2021) which states that trust has an effect on perceived usefulness.
Hypothesis 9 has a P value of 0.475 with a T statistic of 0.715. This shows that customer
suitability is not a factor in intention to use m-banking. This result was aligned with previous
research conducted by Kumar, S, et, al (2021) which states that compatibility has no effect on
perceived usefulness, which means that the more a technology suits a person, the lower the
interest in using mobile banking. Contradict to the research of Siyal, et. al (2019) which states
that compatibility is important and influential so that system adjustments with the latest
technology are needed to facilitate customers with high-speed M-banking transactions between
banks and differentiating M-banking services with a wider variety according to user
preferences.
Hypothesis 10 has a P value of 0.000 with a T statistic of 4.215. The results showed that
perceived ease of use has a significant positive effect on intention to use m-banking through
the mediation of perceived usefulness. This shows that perceived ease of use can increase
intention to using mobile banking by building perceived usefulness in m-banking users.
Perceived ease of use cannot directly influence intentio to use m-banking because m-banking
users are used to simplicity. People are used to the existence of mobile phones and various
other platforms that offer the same convenience as offered by m-banking.
The results show that understanding the process of transacting through mobile banking
can make customers find it useful to use mobile banking. Therefore, this ease of use must also
be followed by the benefits that will be received by users. If users feel the benefits of mobile
banking, it will increase their interest in using mobile banking. This result was aligned with
previous research conducted by Widiar, G et. al (2023) which shows that perceived
convenience can contribute to usage interest indirectly by facilitating the impact of perceived
usefulness on usage interest.
Hypothesis 11 has a P value of 0.001 with a T statistic of 3.421. The results showed that
trust has a significant positive effect on intention to use m-banking through the mediation of
perceived usefulness. With the increasing number of mobile banking substitution platforms as
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easy-to-use payment applications, it provides various options for users to choose applications
that can be trusted to meet their needs. Mobile banking officially issued by banking institutions
provides advantages as a trustworthy application (Widiar, G et. al 2023).
The results of the descriptive analysis show that the highest average indicator is achieved
by the accuracy and speed of service that will be provided by the bank if there are problems
with mobile banking, this states that a high level of trust in the mobile banking provider, namely
the bank, in processing any obstacles allows customers to take advantage of mobile banking
services. Al-Jabri's research, I, (2015) states that trust can reduce learning and mental efforts
in understanding, monitoring, and checking every detail related to financial transactions. This
result was aligned with previous research conducted by Kabakuş, A. K, et al (2022) which
states that trust affects interest in use through perceived usefulness as mediation.
Hypothesis 12 has a P value of 0.487 with a T statistic of 0.696. Compatibility has no
influence on interest in using m-banking through the mediation of perceived usefulness. This
can be interpreted that mobile banking is not in accordance with the style of managing finances
and the work style of customers so that they do not feel the benefits of m-banking services so
that it cannot increase interest in using m-banking. This research contradicts the results of
research by Dewi, C, et. Al (2022) which states that compatibility affects interest in use through
perceived usefulness.
CONCLUSION AND RECOMMENDATION
Based on research that has been conducted with twelve hypothesis tests in the conceptual
framework, five hypotheses were found to be accepted. While the other hypotheses are
rejected. Therefore, some managerial suggestions are that Bank Mandiri is advised to equip
customers with more detailed and easier knowledge and information regarding how to activate
mobile banking. Providing information can be done directly or online, it can be done by
socializing to customers who are over 45 years old where at this age they are not used to
technology, because in the characteristics of the respondents as many as 40% of the respondents
are> 45 years old.
Second, it is recommended that Bank Mandiri can increase the transaction limit to
unlimited, of course followed by all applicable provisions and policies, so that customers can
use mobile banking according to their needs.
Third, bank Mandiri needs to evaluate to continue to increase customer trust in m-
banking services, by providing transparent services and responsive services because accuracy
and reliability can increase the interest of bank Mandiri customers to use m-banking. A good
perception of bank Mandiri can provide the right assessment so that customers are interested
in using mobile banking.
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