The Influence of Performance Expectations, Effort Expectations, Supportive Conditions, Social Influence, Risk, and Trust on Usage Behavior with Behavioral Intent as a Mediator (Case Study of MYBCA Adoption Among Generation Z)

Intan Ayu Permatasari; Putu Nina Madiawati; Mahir Pradana

doi:10.55927/eajmr.v4i8.334

Authors

Intan Ayu Permatasari Telkom University Bandung
Putu Nina Madiawati Telkom University Bandung
Mahir Pradana Telkom University Bandung

DOI:

https://doi.org/10.55927/eajmr.v4i8.334

Keywords:

UTAUT, Behavioral Intention, Use Behavior, Mybca, Generation Z

Abstract

This study aims to analyze the influence of Effort Expectancy, Facilitating Conditions, Social Influence, Trust, and Risk on Use Behavior among Generation Z myBCA users in Indonesia, with Behavioral Intention as a mediating variable. The research uses a quantitative approach and survey method with 400 active myBCA users from Generation Z in Indonesia as respondents. Data analysis was conducted using Partial Least Square - Structural Equation Modeling (PLS-SEM). The findings reveal that Effort Expectancy, Facilitating Conditions, Social Influence, Trust, and Risk significantly influence Behavioral Intention. Additionally, Effort Expectancy and Behavioral Intention have a direct impact on Use Behavior. Other variables such as Performance Expectancy, Facilitating Conditions, Social Influence, Risk, and Trust influence Use Behavior indirectly through Behavioral Intention. Behavioral intention is proven to strongly mediate the relationship between these factors and use behavior. These results support the applicability of the UTAUT model in understanding mobile banking adoption and provide practical implications for enhancing BCA's digital services for Generation Z.

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