MILLENNIALS BEHAVIORAL INTENTION IN USING MOBILE BANKING: INTEGRATING PERCEIVED RISK AND TRUST INTO TAM (A SURVEY IN WEST JAVA)

Abstract

Purpose – The purpose of this paper is to understand the acceptance of mobile banking among people in the millennial age. In order to analyze the major factors influencing user acceptance, this current research is integrating the Technology Acceptance Model (TAM) model with perceived risk (privacy, financial, security, and time risk), trust, and attitude. Design/Methodology/Approach – A quantitative research method was employed utilizing online survey method and distributed it through social media such as Line, Twitter, WhatsApp, an Instagram. The questionnaire contained 46 questions and got 405 responses where 400 responses from mobile banking users are valid. Structural Equation Modeling (SEM) was carried out to examine the predictive behavior of the proposed factors of the research model using SPSS and AMOS 24. Findings – Results show that perceived risk influences perceived usefulness and perceived ease of use influences usefulness. Furthermore, perceived usefulness influences attitude and intention, attitude influences intention. It is found that trust did not influence either attitude or intention and perceived ease of use did not affect intention. All variables passed the validity and reliability test. Second order GOF and hypothesis testing is used because a problem in discriminant occurred. Originality/Value – Mobile banking related issues are yet to be examined empirically in the millennials users, especially in West Java. This research was developed based on the existing knowledge from previous researches which is TAM, but here it is extended with privacy risk with their dimension and trust to know the intention of adopting mobile banking.