Year: 2026 | Month: January | Volume: 13 | Issue: 1 | Pages: 446-461
DOI: https://doi.org/10.52403/ijrr.20260143
Determinants of Mobile Banking Adoption: An Empirical Study of BJB Digi Using UTAUT-3
Randy Herlambang1, Dodie Tricahyono2
1,2Master of Management, Faculty of Economics and Business, Telkom University, Bandung, Indonesia
Corresponding Author: Randy Herlambang
ABSTRACT
The development of the BJB Digi mobile banking system was spurred by the banking industry's digital revolution. There is a discrepancy between the potential of BJB Digi and the actual customer adoption rate, as evidenced by the fact that average sales growth has slowed despite an increase in users and digital channel penetration, and user reviews continue to be focused on concerns about features, technical difficulties, and service fees. The purpose of this study is to examine how the concepts from the Unified Theory of Acceptance and Use of Technology 3 (UTAUT-3) -performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, price value, habit, and personal innovativeness - affect the behavioral intention and user behavior of BJB Digi customers. The results of an online survey were examined using partial least squares–structural engineering modeling (PLS-SEM), and 415 BJB Digi customers were chosen using the purposive sample approach. While facilitating conditions, habit, personal innovativeness, and behavioral intention have a positive effect on use behavior, these findings demonstrate that performance expectancy, effort expectancy, and facilitation conditions have a significant impact on behavioral intention. Behavioral intention is mediating that effort expectancy influences use behavior, while the other characteristics were not shown to be important. These findings validate that the main factors influencing the success of BJB Digi adoption are perceived usefulness, ease of use, supporting facilities, habitual usage, and customers’ innovative characteristics. They additionally demonstrate the relevance of the UTAUT-3 model in explaining mobile payment use habits at regional development financial institutions.
Keywords: Mobile banking, UTAUT-3, BJB Digi, behavioral intention, use behavior, personal innovativeness.
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