Analysis of the Acceptance of Financial Service Features in the PNM Digi Application by PNM Jambi Employees Using the UTAUT Model: The Moderating Role of Financial Literacy

Afjul Yazi; Eduardus Suharto

doi:10.55927/eajmr.v5i1.560

Authors

Afjul Yazi Perbanas Institute Jakarta
Eduardus Suharto Perbanas Institute Jakarta

DOI:

https://doi.org/10.55927/eajmr.v5i1.560

Keywords:

UTAUT, PNM Digi, Facilitating Conditions, Behavioral Intention, Use Behavior

Abstract

This study aims to analyze employees’ acceptance of voluntary financial service features in the PNM Digi application at PT Permodalan Nasional Madani (PNM) Jambi Branch using the UTAUT model, while examining the moderating roles of Financial Literacy, Age, and Experience. A quantitative approach was employed by distributing questionnaires to 173 employees, and the data were analyzed using PLS-SEM. The results show that Facilitating Conditions have a significant positive effect on Behavioral Intention and Use Behavior, and Behavioral Intention significantly influences actual usage. In contrast, Performance Expectancy, Effort Expectancy, and Social Influence do not significantly affect Behavioral Intention. Furthermore, Financial Literacy, Age, and Experience do not demonstrate significant moderating effects. These findings emphasize the importance of organizational and technical support in driving digital financial service adoption.

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