Case Study: The Acceptance of XYZ Bank’s Mobile Banking Application Using Technology Acceptance Model (TAM)

Abstract

Nowadays, it is common for public to use information technology to support each daily needs, such as mobile banking application. One of largest bank in Indonesia, XYZ Bank provided mobile banking application to support customer in doing financial and banking transaction. The case study was done to examine the customer’s acceptance of XYZ Bank’s mobile banking application by using Technology Acceptance Model (TAM), in order to provide information regarding factors affecting customer’s preference in using mobile banking application and improve XYZ Bank’s mobile banking application. This study was using quantitative research strategy, in which data was collected by conducting online survey towards XYZ Bank customer. Questionnaire was given in 5 point-scale. Technology Acceptance Model (TAM) was conducted to examine the effect between variables, such as: perceived ease of use, perceived usefulness, attitude towards using, behavioral intention, actual use, and trust. The researcher found that all indicators are reliable, based on its Cronbach’s Alpha value which ranges between 0.725 (actual use) and 0.924 (perceived ease of use). Data validity was tested and shows the Chi-square difference ranges from 69.716 (between trust and perceived usefulness) to 106.715. As conclusion, researcher concluded that all hypotheses are accepted and each variable had positive effect towards other variable.

Faktor Influencing CIMB Niaga's Mobile Phone Account Continuation Usage: A Study of Technology Acceptance Model (TAM)

“…This study believes that the utilization of a mobile phone account will provide benefits for its users, which encourages them to frequently use the mobile account over conventional offline banking. Previous research also supports the idea that perceived usefulness (PU) increases the continued use of digital banking products (Alnemer, 2022;Guner & Acarturk, 2020;Juliani et al, 2021;Riza & Hafizi, 2019). The hypothesis is as follow.…”

“…In Indonesia, where researchers use TAM to predict the determinants of intention, the usage of digital banking products is abundant. These studies include an examination of the continued usage of mobile banking (Ashsifa, 2020;Juliani et al, 2021), e-wallet (Aji et al, 2020), internet based banking among Gen Z (Nurahmasari et al, 2023), government-owned bank's mobile banking (Kusumaningtyas & Wardani, 2022), islamic mobile banking (Riza & Hafizi, 2019), and mobile payment (Kristina & Harris, 2020). Hence, previous studies have yet to examine Rekening Ponsel, launched by CIMB Niaga Bank as an object of research under TAM, so this study tries to fill this gap.…”

“…A number of factors come into play, including how useful, easy, risky, trustworthy, and satisfying something is viewed. Despite the extensive literature on TAM in relation to digital banking products (Afshan et al, 2018;Gbongli et al, 2019;Guner & Acarturk, 2020;Iqbal et al, 2018;Juliani et al, 2021;Kazi & Mannan, 2013;Kusumaningtyas & Wardani, 2022;Lule & Mwololo Waema, 2012;Luna et al, 2017;Mutahar et al, 2018;Rahmawati & Haq, 2019;Riza & Hafizi, 2019;Zhang et al, 2018), this study focuses on CIMB Niaga's mobile phone account-a banking product that boomed on cellular and internet infrastructure long before e-wallets or digital wallets were widely used.…”