Does task technology fit, social influence, and habit impact on actual usage of mobile banking in Indonesia?
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Published:
Nov 28, 2023
Keywords:
Actual Usage, Cashless Behavioural Intention, Cashless Society, Habit, Social Influence , Task Technology
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Economy
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Abstract
Currently, technological developments are increasingly rapid due to digitalisation. Digitalisation has caused several phenomena that encourage community activities, including the cashless society phenomenon. The implementation of mobile banking in cashless transactions in the cashless society phenomenon is driven by several factors. This research was conducted to determine the influence of task technology fit, social influence, and habit on cashless behavioural intention and impacts on actual usage of BNI Mobile Banking in Indonesia. This research adopts the UTAUT 2 and Task Technology Fit model theories. This research is a quantitative research with 236 respondents. The research measurement model was analysed using Structural Equation Modeling (SEM) and the AMOS 22 statistical tool. The findings of this study show that task technology fit, social influence, and habit all positively impact people's intention to implement cashless behaviour, which positively impacts the actual usage of BNI Mobile Banking. Cashless behavioural intention can also mediate task technology fit, social influence and habit on actual usage of BNI Mobile Banking. Through digital and mobile banking solutions, this research supports the marketing strategy of the banking industry to turn Indonesia towards a cashless society by 2030.
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Pramesti, R. A. ., Afifah, N., Listiana, E. ., Pebrianti, W. . and Fitriana, A. . (2023) “Does task technology fit, social influence, and habit impact on actual usage of mobile banking in Indonesia? ”, Jurnal Mantik, 7(3), pp. 2501-2512. doi: 10.35335/mantik.v7i3.4404.
References
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Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Patil, P., & Dwivedi, Y. K. (2019). An integrated model for m-banking adoption in Saudi Arabia. International Journal of Bank Marketing, 37(2), 452–478. https://doi.org/10.1108/IJBM-07-2018-0183
Bailey, D. R., Almusharraf, N., & Almusharraf, A. (2022). Video conferencing in the e-learning context: explaining learning outcome with the technology acceptance model. Education and Information Technologies, 27(6), 7679–7698. https://doi.org/10.1007/s10639-022-10949-1
Baxi, C., & Patel, J. D. (2021). Use of mobile wallet among consumers: underlining the role of task-technology fit and network externalities. International Journal of Business Information Systems, 37(4), 544–563. https://doi.org/10.1504/IJBIS.2021.117005
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Giovanis, A., Assimakopoulos, C., & Sarmaniotis, C. (2019). Adoption of mobile self-service retail banking technologies: The role of technology, social, channel and personal factors. International Journal of Retail and Distribution Management, 47(9), 894–914.
https://doi.org/10.1108/IJRDM-05-2018-0089
Goodhue, D. L., & Thompson, R. L. (1995). Task-Technology Fit and Individual Performance. In Source: MIS Quarterly (Vol. 19, Issue 2). https://doi.org/https://doi.org/10.2307/249689
Gupta, K., & Arora, N. (2020). Investigating consumer intention to accept mobile payment systems through unified theory of acceptance model: An Indian perspective. South Asian Journal of Business Studies, 9(1), 88–114. https://doi.org/10.1108/SAJBS-03-2019-0037
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Hussain, M., Mollik, A. T., Johns, R., & Rahman, M. S. (2019). M-payment adoption for bottom of pyramid segment: an empirical investigation. International Journal of Bank Marketing, 37(1), 362–381. https://doi.org/10.1108/IJBM-01-2018-0013
Karuniawan, A. N., Swasono, E., & Daroini, A. (2020). Mobile Banking dalam Cashless Society Menuju BNI Digital Banking. COMMODITIES Journal of Economic and Business, 1(2), 107–120. http://ejournal.ijshs.org/index.php/commo/article/view/117/84
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https://katadata.co.id/agustiyanti/finansial/63ccb3580a3e3/orang-indonesia-makin-cashless-transaksi-uang-elektronik-melonjak-30
Katon, F., & Yuniati, U. (2020). Fenomena Cashless Society Dalam Pandemi Covid-19 (Kajian INteraksi Simbolik Pada Generasi Milineal). JURNAL SIGNAL, 8(2), 89–214. https://doi.org/http://dx.doi.org/10.33603/signal.v8i2.3490
Lisana, L. (2020). Factors influencing the adoption of mobile payment systems in Indonesia. International Journal of Web Information Systems, 17(3). https://doi.org/10.1108/IJWIS-01-2021-0004
Ly, H. T. N., Khuong, N. V., & Son, T. H. (2022). Determinants Affect Mobile Wallet Continuous Usage in Covid-19 Pandemic?: Evidence from Vietnam. Cogent Business & Management, 1–20. https://doi.org/http://dx.doi.org/10.1080/23311975.2022.2041792
Maulinda, Y., & Afifah, N. (2021). Dampak Kualitas Layanan Aplikasi Bank Kalbar Mobile terhadap Kepuasan Nasabah. Proceeding Seminar Bisnis Seri V 2021, V, 216–223.
Merhi, M., Hone, K., Tarhini, A., & Ameen, N. (2020). An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study. Journal of Enterprise Information Management, 34(4), 1144–1168.
https://doi.org/10.1108/JEIM-03-2020-0092
Muliadi, M. L., & Japarianto, E. (2021). Analisa Pengaruh Perceived Ease of Use terhadap Behavior Intention melalui Perceived Usefulness sebagai Media Intervening pada Digital Payment OVO. Jurnal Manajemen Pemasaran, 15(1), 20–27.
Murphy, J. J. (2020). Habit and Intelligence. Outlook.
Nisaputra, R. (2023, June 21). Ini Dia Bank-Bank dengan Layanan Terbaik Tahun 2023. Infobanknews.Com. https://infobanknews.com/ini-dia-bank-bank-dengan-layanan-terbaik-tahun-2023/
Oni, A. A., Okuboyejo, S. R., Akinbode, M., Okesola, J. O., Adebiyi, A. A., & Ayo, C. K. (2022). Impacts of trust factors and task technology fit on the use of e-payment systems in Nigeria. In He is a member of IS Audit and Control Association (Vol. 39, Issue 1).
https://doi.org/https://doi.org/10.1504/IJBIS.2022.120371
Patil, P., Tamilmani, K., Rana, N. P., & Raghavan, V. (2020). Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal. International Journal of Information Management. https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2020.102144
Rahayu, F. S., Budiyanto, D., & Palyama, D. (2017). Analisis Penerimaan e-Learning Menggunakan Technology Acceptance Model (TAM) (Studi Kasus: Universitas Atma Jaya Yogyakarta). JUTEI (Jurnal Terapan Teknologi Informasi), 1(2), 85–95. http://e-journal.uajy.ac.id/id/eprint/15398
Raj L., V., Amilan, S., & Aparna, K. (2023). Factors influencing the adoption of cashless transactions: toward a unified view. South Asian Journal of Marketing. https://doi.org/10.1108/sajm-11-2022-0071
Rif’ah, S. (2019). Fenomena Cashless Society di Era Milenial Dalam Perspektif Islam. Al-Musthofa?: Journal of Sharia Economics, 2(1).
Rivani, E., & Rio, E. (2021). Penggunaan Uang Elektronik Pada Masa Pandemi Covid-19?: Telaah Pustaka. Kajian, 26(1), 75–89.
Roscoe, J. T. (1975). Fundamental Research Statistics for the Behavioral Sciences (2nd ed.). Holt, Rinehart and Winston.
Roth, T., Stohr, A., Amend, J., Fridgen, G., & Rieger, A. (2023). Blockchain as a driving force for federalism: A theory of cross-organizational task-technology fit. International Journal of Information Management, 68. https://doi.org/10.1016/j.ijinfomgt.2022.102476
Samsudeen, S. N., Selvaratnam, G., & Hayathu Mohamed, A. H. (2022). Intention to use mobile banking services: an Islamic banking customers’ perspective from Sri Lanka. Journal of Islamic Marketing, 13(2), 410–433. https://doi.org/10.1108/JIMA-05-2019-0108
Santi, I. H. S. Kom. , M. K., & Sudiasmo, F. S. Sos. , M. S. (2020). Perceived Usefulness dan Perceived Ease of Use terhadap Behavioral Intention to Use dan Actual Usage Pada Aplikasi Identifikasi Jenis Kulit Wajah (T. Lestari, Ed.). CV. Jakad Media Publishing.
Shin, S., & Lee, W. J. (2021). Factors affecting user acceptance for NFC mobile wallets in the U.S. and Korea. Innovation and Management Review, 18(4), 417–433.
https://doi.org/10.1108/INMR-02-2020-0018
Sugiyono. (2021). Metode penelitian kuantitatif, kualitatif, dan R&D (3rd ed.). Alfabeta.
Tamilmani, K., Rana, N. P., Wamba, S. F., & Dwivedi, R. (2021). The extended Unified Theory of Acceptance and Use of Technology (UTAUT2): A systematic literature review and theory evaluation. International Journal of Information Management.
https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2020.102269
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology. MIS Quarterly, 36(1), 157–178. https://doi.org/https://doi.org/10.2307/41410412
Wan, L., Xie, S., & Shu, A. (2020). Toward an Understanding of University Students’ Continued Intention to Use MOOCs: When UTAUT Model Meets TTF Model. SAGE Open, 10(3). https://doi.org/10.1177/2158244020941858
Wu, Z., & Liu, Y. (2023). Exploring country differences in the adoption of mobile payment service: the surprising robustness of the UTAUT2 model. International Journal of Bank Marketing, 41(2), 237–268. https://doi.org/10.1108/IJBM-02-2022-0052
Yuce, A., Abubakar, A. M., & Ilkan, M. (2019). Intelligent tutoring systems and learning performance: Applying task-technology fit and IS success model. Online Information Review, 43(4), 600–616. https://doi.org/10.1108/OIR-11-2017-0340
Zhanyou, W., Dongmei, H., & Yaopei, Z. (2020). How to improve users’ intentions to continued usage of shared bicycles: A mixed method approach. PLoS ONE, 15(2).
https://doi.org/10.1371/journal.pone.0229458.
Al-Rahmi, A. M., Shamsuddin, A., & Alismaiel, O. A. (2020). Task-Technology Fit Model: The Factors Affecting Students’ Academic Performance in Higher Education. Universal Journal of Educational Research, 8(12), 6831–6843. https://doi.org/10.13189/ujer.2020.081249
Al-Saedi, K., Al-Emran, M., Ramayah, T., & Abusham, E. (2020). Developing a general extended UTAUT model for M-payment adoption. Technology in Society, 62.
https://doi.org/10.1016/j.techsoc.2020.101293
Ameen, A., Almari, H., & Isaac, O. (2019). Determining underlying factors that influence online social network usage among public sector employees in the UAE. Advances in Intelligent Systems and Computing, 843, 945–954. https://doi.org/10.1007/978-3-319-99007-1_87
Andriani, A. D., Yuniawati, R. I., Pandriadi, Hamidin, D., Proambodo, A., Suhardi, Sulaeman, M., Susanti, L., Darmawan, A., & Martono, S. (2022). Transformasi Indonesia Menuju Cashless Society (L. R. Harahap & A. M. Dawis, Eds.). Cv. Tohar Media.
Anwar, C., Rosnani, T., Purmono, B. B., Fitriana, A., & Jaya, A. (2023). The Influence of Food Quality and Service Quality towards Customer Satisfaction and Behavioral Intention at Kimukatsu Restaurant in Indonesia. Himalayan Economics and Business Management, 4(1), 27–36.
Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Patil, P., & Dwivedi, Y. K. (2019). An integrated model for m-banking adoption in Saudi Arabia. International Journal of Bank Marketing, 37(2), 452–478. https://doi.org/10.1108/IJBM-07-2018-0183
Bailey, D. R., Almusharraf, N., & Almusharraf, A. (2022). Video conferencing in the e-learning context: explaining learning outcome with the technology acceptance model. Education and Information Technologies, 27(6), 7679–7698. https://doi.org/10.1007/s10639-022-10949-1
Baxi, C., & Patel, J. D. (2021). Use of mobile wallet among consumers: underlining the role of task-technology fit and network externalities. International Journal of Business Information Systems, 37(4), 544–563. https://doi.org/10.1504/IJBIS.2021.117005
BNI. (2023, July 26). Tembus 14,9 Juta User, BNI Mobile Banking Kian Dipercaya. Bank Negara Indonesia.
Fitriana, A. (2018). Pengaruh E-Marketing dan E-CRM terhadap Loyalitas Nasabah Menggunakan Internet Banking Bank Syariah Mandiri The Influence of E-Marketing and E-CRM on Customer Loyalty use Internet Banking at Mandiri Syariah Bank at Pontianak. Citec Journal, 4(4), 306–315.
Giovanis, A., Assimakopoulos, C., & Sarmaniotis, C. (2019). Adoption of mobile self-service retail banking technologies: The role of technology, social, channel and personal factors. International Journal of Retail and Distribution Management, 47(9), 894–914.
https://doi.org/10.1108/IJRDM-05-2018-0089
Goodhue, D. L., & Thompson, R. L. (1995). Task-Technology Fit and Individual Performance. In Source: MIS Quarterly (Vol. 19, Issue 2). https://doi.org/https://doi.org/10.2307/249689
Gupta, K., & Arora, N. (2020). Investigating consumer intention to accept mobile payment systems through unified theory of acceptance model: An Indian perspective. South Asian Journal of Business Studies, 9(1), 88–114. https://doi.org/10.1108/SAJBS-03-2019-0037
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2016). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). SAGE Publications, Inc.
Haryono, S., & Brahmana, R. K. M. R. (2015). Pengaruh Shopping Orientation, Social Influence, dan System terhadap Costumer Attitude melalui Perceived Ease of Use (Studi pada Apple Store). Jurnal Manajemen Pemasaran Petra, 3(1), 1–10.
Hussain, M., Mollik, A. T., Johns, R., & Rahman, M. S. (2019). M-payment adoption for bottom of pyramid segment: an empirical investigation. International Journal of Bank Marketing, 37(1), 362–381. https://doi.org/10.1108/IJBM-01-2018-0013
Karuniawan, A. N., Swasono, E., & Daroini, A. (2020). Mobile Banking dalam Cashless Society Menuju BNI Digital Banking. COMMODITIES Journal of Economic and Business, 1(2), 107–120. http://ejournal.ijshs.org/index.php/commo/article/view/117/84
Katadata.co.id. (2023, January 21). Orang Indonesia Makin Cashless, Transaksi Uang Elektronik Melonjak 30%. Katadata.Co.Id.
https://katadata.co.id/agustiyanti/finansial/63ccb3580a3e3/orang-indonesia-makin-cashless-transaksi-uang-elektronik-melonjak-30
Katon, F., & Yuniati, U. (2020). Fenomena Cashless Society Dalam Pandemi Covid-19 (Kajian INteraksi Simbolik Pada Generasi Milineal). JURNAL SIGNAL, 8(2), 89–214. https://doi.org/http://dx.doi.org/10.33603/signal.v8i2.3490
Lisana, L. (2020). Factors influencing the adoption of mobile payment systems in Indonesia. International Journal of Web Information Systems, 17(3). https://doi.org/10.1108/IJWIS-01-2021-0004
Ly, H. T. N., Khuong, N. V., & Son, T. H. (2022). Determinants Affect Mobile Wallet Continuous Usage in Covid-19 Pandemic?: Evidence from Vietnam. Cogent Business & Management, 1–20. https://doi.org/http://dx.doi.org/10.1080/23311975.2022.2041792
Maulinda, Y., & Afifah, N. (2021). Dampak Kualitas Layanan Aplikasi Bank Kalbar Mobile terhadap Kepuasan Nasabah. Proceeding Seminar Bisnis Seri V 2021, V, 216–223.
Merhi, M., Hone, K., Tarhini, A., & Ameen, N. (2020). An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study. Journal of Enterprise Information Management, 34(4), 1144–1168.
https://doi.org/10.1108/JEIM-03-2020-0092
Muliadi, M. L., & Japarianto, E. (2021). Analisa Pengaruh Perceived Ease of Use terhadap Behavior Intention melalui Perceived Usefulness sebagai Media Intervening pada Digital Payment OVO. Jurnal Manajemen Pemasaran, 15(1), 20–27.
Murphy, J. J. (2020). Habit and Intelligence. Outlook.
Nisaputra, R. (2023, June 21). Ini Dia Bank-Bank dengan Layanan Terbaik Tahun 2023. Infobanknews.Com. https://infobanknews.com/ini-dia-bank-bank-dengan-layanan-terbaik-tahun-2023/
Oni, A. A., Okuboyejo, S. R., Akinbode, M., Okesola, J. O., Adebiyi, A. A., & Ayo, C. K. (2022). Impacts of trust factors and task technology fit on the use of e-payment systems in Nigeria. In He is a member of IS Audit and Control Association (Vol. 39, Issue 1).
https://doi.org/https://doi.org/10.1504/IJBIS.2022.120371
Patil, P., Tamilmani, K., Rana, N. P., & Raghavan, V. (2020). Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal. International Journal of Information Management. https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2020.102144
Rahayu, F. S., Budiyanto, D., & Palyama, D. (2017). Analisis Penerimaan e-Learning Menggunakan Technology Acceptance Model (TAM) (Studi Kasus: Universitas Atma Jaya Yogyakarta). JUTEI (Jurnal Terapan Teknologi Informasi), 1(2), 85–95. http://e-journal.uajy.ac.id/id/eprint/15398
Raj L., V., Amilan, S., & Aparna, K. (2023). Factors influencing the adoption of cashless transactions: toward a unified view. South Asian Journal of Marketing. https://doi.org/10.1108/sajm-11-2022-0071
Rif’ah, S. (2019). Fenomena Cashless Society di Era Milenial Dalam Perspektif Islam. Al-Musthofa?: Journal of Sharia Economics, 2(1).
Rivani, E., & Rio, E. (2021). Penggunaan Uang Elektronik Pada Masa Pandemi Covid-19?: Telaah Pustaka. Kajian, 26(1), 75–89.
Roscoe, J. T. (1975). Fundamental Research Statistics for the Behavioral Sciences (2nd ed.). Holt, Rinehart and Winston.
Roth, T., Stohr, A., Amend, J., Fridgen, G., & Rieger, A. (2023). Blockchain as a driving force for federalism: A theory of cross-organizational task-technology fit. International Journal of Information Management, 68. https://doi.org/10.1016/j.ijinfomgt.2022.102476
Samsudeen, S. N., Selvaratnam, G., & Hayathu Mohamed, A. H. (2022). Intention to use mobile banking services: an Islamic banking customers’ perspective from Sri Lanka. Journal of Islamic Marketing, 13(2), 410–433. https://doi.org/10.1108/JIMA-05-2019-0108
Santi, I. H. S. Kom. , M. K., & Sudiasmo, F. S. Sos. , M. S. (2020). Perceived Usefulness dan Perceived Ease of Use terhadap Behavioral Intention to Use dan Actual Usage Pada Aplikasi Identifikasi Jenis Kulit Wajah (T. Lestari, Ed.). CV. Jakad Media Publishing.
Shin, S., & Lee, W. J. (2021). Factors affecting user acceptance for NFC mobile wallets in the U.S. and Korea. Innovation and Management Review, 18(4), 417–433.
https://doi.org/10.1108/INMR-02-2020-0018
Sugiyono. (2021). Metode penelitian kuantitatif, kualitatif, dan R&D (3rd ed.). Alfabeta.
Tamilmani, K., Rana, N. P., Wamba, S. F., & Dwivedi, R. (2021). The extended Unified Theory of Acceptance and Use of Technology (UTAUT2): A systematic literature review and theory evaluation. International Journal of Information Management.
https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2020.102269
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology. MIS Quarterly, 36(1), 157–178. https://doi.org/https://doi.org/10.2307/41410412
Wan, L., Xie, S., & Shu, A. (2020). Toward an Understanding of University Students’ Continued Intention to Use MOOCs: When UTAUT Model Meets TTF Model. SAGE Open, 10(3). https://doi.org/10.1177/2158244020941858
Wu, Z., & Liu, Y. (2023). Exploring country differences in the adoption of mobile payment service: the surprising robustness of the UTAUT2 model. International Journal of Bank Marketing, 41(2), 237–268. https://doi.org/10.1108/IJBM-02-2022-0052
Yuce, A., Abubakar, A. M., & Ilkan, M. (2019). Intelligent tutoring systems and learning performance: Applying task-technology fit and IS success model. Online Information Review, 43(4), 600–616. https://doi.org/10.1108/OIR-11-2017-0340
Zhanyou, W., Dongmei, H., & Yaopei, Z. (2020). How to improve users’ intentions to continued usage of shared bicycles: A mixed method approach. PLoS ONE, 15(2).
https://doi.org/10.1371/journal.pone.0229458.
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