The use of UTAUT model to understand user intention and user behavior of mobile banking BIMA PT Bank Jateng

https://doi.org/10.35912/jomabs.v2i4.3191
Published: Aug 18, 2025

Abstract:

Purpose: This study explores factors influencing users’ behavioral intention and actual usage of the BIMA mobile banking application by PT Bank Jateng. It applies the Unified Theory of Acceptance and Use of Technology (UTAUT), enhanced with contextual variables such as mobile self-efficacy, perceived enjoyment, and satisfaction.

Research/methodology: A quantitative approach was conducted through a survey of 384 BIMA users. Data were analyzed with Structural Equation Modeling (SEM) using SmartPLS. Reliability and validity were tested with AVE and Composite Reliability, while model fit was assessed through SRMR, NFI, R², and Q² values.

Results: Of 13 hypothesized paths, 10 were supported. Mobile self-efficacy strongly affected perceived enjoyment, which significantly influenced performance expectancy, effort expectancy, and satisfaction. Satisfaction emerged as the most influential factor on intention to use, which in turn impacted usage behavior. Social influence and facilitating conditions also contributed positively. However, performance expectancy did not significantly affect satisfaction, and both effort expectancy and facilitating conditions showed no significant effect on intention to use.

Conclusions: Emotional factors like enjoyment and satisfaction, together with social influence, dominate over functional aspects in shaping adoption and continued use of mobile banking, suggesting a shift toward user experience-driven digital banking strategies.

Limitations: The study is limited to one application, cross-sectional design, and PLS-SEM, reducing broader generalization.

Contribution: This research extends UTAUT by incorporating emotional and contextual variables, providing practical insights for enhancing user experience and digital adoption in regional banking.

Keywords:
1. Behavioral Intention
2. Mobile Banking
3. Mobile Self-Efficacy
4. Usage Behavior
5. User Satisfaction
6. UTAUT
Authors:
1 . Christophorus Bagus Ratnanto Putro
Telkom University, Jawa Barat, Indonesia
2 . Maria Apsari Sugiat
Telkom University, Jawa Barat, Indonesia
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How to Cite
Putro, C. B. R., & Sugiat, M. A. (2025). The use of UTAUT model to understand user intention and user behavior of mobile banking BIMA PT Bank Jateng. Journal of Multidisciplinary Academic Business Studies, 2(4), 239–255. https://doi.org/10.35912/jomabs.v2i4.3191
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Vol. 2 No. 4 (2025): August
Articles
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References

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    Adil, Sapar, & Jasman, J. (2023). The Effect of Job Appraisal and Job Training on Employee Performance at PT. Bank Sulselbar Luwu. Journal of Multidisciplinary Academic Business Studies, 1(1), 81-88. doi:https://doi.org/10.35912/jomabs.v1i1.1816

    Alfany, Z., Saufi, A., & Mulyono, L. E. H. (2019). The Impact of Social Influence, Self-Efficacy, Perceived Enjoyment, and Individual Mobility on Attitude toward use and Intention to use Mobile Payment of OVO. Global Journal of Management and Business Research: E Marketing, 19(7), 1-8.

    Baharuddin, G., Riskarini, D., Widyastuti, S., & Azzahra, F. (2025). The Effect of Maqasid Al-Shariah Towards Youth Motivation to Become Entrepreneur in Indonesia. International Journal of Financial, Accounting, and Management, 6(4), 525-537. doi:https://doi.org/10.35912/ijfam.v6i4.2598

    Blut, M., Chong, A. Y. L., Tsiga, Z., & Venkatesh, V. (2022). Meta-Analysis of the Unified Theory of Acceptance and Use of Technology (UTAUT): Challenging its Validity and Charting a Research Agenda in the Red Ocean. Journal of the Association for Information System, 23(1), 13-95. doi:http://dx.doi.org/10.17705/1jais.00719

    Chao, C.-M. (2019). Factors Determining the Behavioral Intention to Use Mobile Learning: An Application and Extension of the UTAUT Model. Frontiers in Psychology, 10, 1-14. doi:https://doi.org/10.3389/fpsyg.2019.01652

    Chawla, D., & Joshi, H. (2019). Consumer Attitude and Intention to Adopt Mobile Wallet in India–An Empirical Study. International Journal of Bank Marketing, 37(7), 1590-1618. doi:https://doi.org/10.1108/IJBM-09-2018-0256

    Dieu, H. T. M., Mamun, A. A., Nguyen, T. L. H., & Naznen, F. (2025). Cashless Vietnam: A Study on Intention and Adoption of Cashless Payment. Journal of Science and Technology Policy Management, 16(2), 344-364. doi:https://doi.org/10.1108/JSTPM-02-2022-0031

    Elok, S. K. C. S., & Hidayati, M. A. (2021). Customer Loyalty in Digital Wallet Industry: the Role of Satisfaction, Effort Expectancy, Performance Expectancy, and Habit. International Conference on Emerging Challenges: Business Transformation and Circular Economy (ICECH 2021), 196, 340-352. doi:https://doi.org/10.2991/aebmr.k.211119.033

    Esawe, A. T. (2022). Understanding Mobile E-Wallet Consumers’ Intentions and User Behavior. Spanish Journal of Marketing-ESIC, 26(3), 363-384. doi:https://doi.org/10.1108/SJME-05-2022-0105

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    Flavián, C., Guinaliu, M., & Lu, Y. (2020). Mobile Payments Adoption–Introducing Mindfulness to Better Understand Consumer Behavior. International Journal of Bank Marketing, 38(7), 1575-1599. doi:https://doi.org/10.1108/IJBM-01-2020-0039

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    Lee, W.-I., Fu, H.-P., Mendoza, N., & Liu, T.-Y. (2021). Determinants Impacting User Behavior Towards Emergency Use Intentions of M-Health Services in Taiwan. Healthcare, 9(5), 1-21. doi:https://doi.org/10.3390/healthcare9050535

    Liébana-Cabanillas, F., Molinillo, S., & Japutra, A. (2021). Exploring the Determinants of Intention to Use P2P Mobile Payment in Spain. Information Systems Management, 38(2), 165-180. doi:https://doi.org/10.1080/10580530.2020.1818897

    Mandagi, C., Lapian, S. L. H. V. J., & Tumewu, F. J. (2021). Antecedent Fintech Continuance Intention in Manado (Case study: GoPay). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 9(4), 415-427. doi:https://doi.org/10.35794/emba.v9i4.36305

    Mandira, D., Suliyanto, S., & Tri Nawarini, A. (2018). The Influence Customer Trust, Service Quality, and Perceived Price on Customer Satisfaction and Customer Loyalty. Journal Of Research In Management, 1. doi:https://doi.org/10.32424/jorim.v1i1.16

    Orús, C., Ibáñez-Sánchez, S., & Flavián, C. (2021). Enhancing the Customer Experience with Virtual and Augmented Reality: The Impact of Content and Device Type. International journal of hospitality management, 98, 1-13. doi:https://doi.org/10.1016/j.ijhm.2021.103019

    Phuong, N. N. D., Luan, L. T., Van Dong, V., & Khanh, N. L. N. (2020). Examining Customers’ Continuance Intentions towards E-wallet Usage: The Emergence of Mobile Payment Acceptance in Vietnam. The Journal of Asian Finance, Economics and Business, 7(9), 505-516. doi:https://doi.org/10.13106/jafeb.2020.vol7.no9.505

    Ramadhan, I. D., & Mudzakar, M. K. (2022). The Influence of Abnormal Audit Fees, Independence, and Competence on Audit Quality. International Journal of Financial, Accounting, and Management, 4(1), 1-15. doi:https://doi.org/10.35912/ijfam.v4i1.234

    Sharma, R., Singh, G., & Sharma, S. (2020). Modelling Internet Banking Adoption in Fiji: A Developing Country Perspective. International journal of information management, 53. doi:https://doi.org/10.1016/j.ijinfomgt.2020.102116

    Vinatra, S., Bisnis, A., Veteran, U., & Timur, J. (2023). Peran Usaha Mikro, Kecil, dan Menengah (UMKM) dalam Kesejahteraan Perekonomian Negara dan Masyarakat. Jurnal Akuntan Publik, 1(3), 1-8. doi:https://doi.org/10.59581/jap-widyakarya.v1i3.832

    Widodo, M., Irawan, M. I., & Sukmono, R. A. (2019). Extending UTAUT2 to Explore Digital Wallet Adoption in Indonesia. 2019 International Conference on Information and Communications Technology (ICOIACT), 878-883. doi:https://doi.org/10.1109/ICOIACT46704.2019.8938415

  1. Abdalla, S., Al-Maamari, W., & Al-Azki, J. (2024). Data Analytics-Driven Innovation: UTAUT Model Perspectives for Advancing Healthcare Social Work. Journal of Open Innovation: Technology, Market, and Complexity, 10(4), 1-13. doi:https://doi.org/10.1016/j.joitmc.2024.100411
  2. Abdillah, W., & Hartono, J. (2015). Partial Least Square (PLS): Alternatif Structural Equation Modeling (SEM) dalam Penelitian Bisnis. Yogyakarta: Penerbit Andi.
  3. Abdullah, N., Redzuan, F., & Daud, N. A. (2020). E-wallet: Factors Influencing User Acceptance Towards Cashless Society in Malaysia Among Public Universities. Indonesian Journal of Electrical Engineering and Computer Science, 20(1), 67-74. doi:https://doi.org/10.11591/ijeecs.v20.i1.pp67-74
  4. Adil, Sapar, & Jasman, J. (2023). The Effect of Job Appraisal and Job Training on Employee Performance at PT. Bank Sulselbar Luwu. Journal of Multidisciplinary Academic Business Studies, 1(1), 81-88. doi:https://doi.org/10.35912/jomabs.v1i1.1816
  5. Alfany, Z., Saufi, A., & Mulyono, L. E. H. (2019). The Impact of Social Influence, Self-Efficacy, Perceived Enjoyment, and Individual Mobility on Attitude toward use and Intention to use Mobile Payment of OVO. Global Journal of Management and Business Research: E Marketing, 19(7), 1-8.
  6. Baharuddin, G., Riskarini, D., Widyastuti, S., & Azzahra, F. (2025). The Effect of Maqasid Al-Shariah Towards Youth Motivation to Become Entrepreneur in Indonesia. International Journal of Financial, Accounting, and Management, 6(4), 525-537. doi:https://doi.org/10.35912/ijfam.v6i4.2598
  7. Blut, M., Chong, A. Y. L., Tsiga, Z., & Venkatesh, V. (2022). Meta-Analysis of the Unified Theory of Acceptance and Use of Technology (UTAUT): Challenging its Validity and Charting a Research Agenda in the Red Ocean. Journal of the Association for Information System, 23(1), 13-95. doi:http://dx.doi.org/10.17705/1jais.00719
  8. Chao, C.-M. (2019). Factors Determining the Behavioral Intention to Use Mobile Learning: An Application and Extension of the UTAUT Model. Frontiers in Psychology, 10, 1-14. doi:https://doi.org/10.3389/fpsyg.2019.01652
  9. Chawla, D., & Joshi, H. (2019). Consumer Attitude and Intention to Adopt Mobile Wallet in India–An Empirical Study. International Journal of Bank Marketing, 37(7), 1590-1618. doi:https://doi.org/10.1108/IJBM-09-2018-0256
  10. Dieu, H. T. M., Mamun, A. A., Nguyen, T. L. H., & Naznen, F. (2025). Cashless Vietnam: A Study on Intention and Adoption of Cashless Payment. Journal of Science and Technology Policy Management, 16(2), 344-364. doi:https://doi.org/10.1108/JSTPM-02-2022-0031
  11. Elok, S. K. C. S., & Hidayati, M. A. (2021). Customer Loyalty in Digital Wallet Industry: the Role of Satisfaction, Effort Expectancy, Performance Expectancy, and Habit. International Conference on Emerging Challenges: Business Transformation and Circular Economy (ICECH 2021), 196, 340-352. doi:https://doi.org/10.2991/aebmr.k.211119.033
  12. Esawe, A. T. (2022). Understanding Mobile E-Wallet Consumers’ Intentions and User Behavior. Spanish Journal of Marketing-ESIC, 26(3), 363-384. doi:https://doi.org/10.1108/SJME-05-2022-0105
  13. Fagan, M. H. (2019). Factors Influencing Student Acceptance of Mobile Learning in Higher Education. Computers in the Schools, 36(2), 105-121. doi:https://doi.org/10.1080/07380569.2019.1603051
  14. Flavián, C., Guinaliu, M., & Lu, Y. (2020). Mobile Payments Adoption–Introducing Mindfulness to Better Understand Consumer Behavior. International Journal of Bank Marketing, 38(7), 1575-1599. doi:https://doi.org/10.1108/IJBM-01-2020-0039
  15. Ghozali, I., & Latan, H. (2015). Partial Least Squares Konsep Teknik dan Aplikasi dengan Program Smart PLS 3.0. Semarang: Badan Penerbit Undip.
  16. Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European business review, 31(1), 2-24. doi:https://doi.org/10.1108/EBR-11-2018-0203
  17. Indrawati. (2018). Metode Penelitian Kualitatif. Bandung: Refika Aditama.
  18. Kamdjoug, J. R. K., Wamba-Taguimdje, S.-L., Wamba, S. F., & Kake, I. B. e. (2021). Determining Factors and Impacts of the Intention to Adopt Mobile Banking App in Cameroon: Case of SARA by Afriland First Bank. Journal of Retailing and Consumer Services, 61. doi:https://doi.org/10.1016/j.jretconser.2021.102509
  19. Lee, W.-I., Fu, H.-P., Mendoza, N., & Liu, T.-Y. (2021). Determinants Impacting User Behavior Towards Emergency Use Intentions of M-Health Services in Taiwan. Healthcare, 9(5), 1-21. doi:https://doi.org/10.3390/healthcare9050535
  20. Liébana-Cabanillas, F., Molinillo, S., & Japutra, A. (2021). Exploring the Determinants of Intention to Use P2P Mobile Payment in Spain. Information Systems Management, 38(2), 165-180. doi:https://doi.org/10.1080/10580530.2020.1818897
  21. Mandagi, C., Lapian, S. L. H. V. J., & Tumewu, F. J. (2021). Antecedent Fintech Continuance Intention in Manado (Case study: GoPay). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 9(4), 415-427. doi:https://doi.org/10.35794/emba.v9i4.36305
  22. Mandira, D., Suliyanto, S., & Tri Nawarini, A. (2018). The Influence Customer Trust, Service Quality, and Perceived Price on Customer Satisfaction and Customer Loyalty. Journal Of Research In Management, 1. doi:https://doi.org/10.32424/jorim.v1i1.16
  23. Orús, C., Ibáñez-Sánchez, S., & Flavián, C. (2021). Enhancing the Customer Experience with Virtual and Augmented Reality: The Impact of Content and Device Type. International journal of hospitality management, 98, 1-13. doi:https://doi.org/10.1016/j.ijhm.2021.103019
  24. Phuong, N. N. D., Luan, L. T., Van Dong, V., & Khanh, N. L. N. (2020). Examining Customers’ Continuance Intentions towards E-wallet Usage: The Emergence of Mobile Payment Acceptance in Vietnam. The Journal of Asian Finance, Economics and Business, 7(9), 505-516. doi:https://doi.org/10.13106/jafeb.2020.vol7.no9.505
  25. Ramadhan, I. D., & Mudzakar, M. K. (2022). The Influence of Abnormal Audit Fees, Independence, and Competence on Audit Quality. International Journal of Financial, Accounting, and Management, 4(1), 1-15. doi:https://doi.org/10.35912/ijfam.v4i1.234
  26. Sharma, R., Singh, G., & Sharma, S. (2020). Modelling Internet Banking Adoption in Fiji: A Developing Country Perspective. International journal of information management, 53. doi:https://doi.org/10.1016/j.ijinfomgt.2020.102116
  27. Vinatra, S., Bisnis, A., Veteran, U., & Timur, J. (2023). Peran Usaha Mikro, Kecil, dan Menengah (UMKM) dalam Kesejahteraan Perekonomian Negara dan Masyarakat. Jurnal Akuntan Publik, 1(3), 1-8. doi:https://doi.org/10.59581/jap-widyakarya.v1i3.832
  28. Widodo, M., Irawan, M. I., & Sukmono, R. A. (2019). Extending UTAUT2 to Explore Digital Wallet Adoption in Indonesia. 2019 International Conference on Information and Communications Technology (ICOIACT), 878-883. doi:https://doi.org/10.1109/ICOIACT46704.2019.8938415