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All Journal JURNAL SAINS PEMASARAN INDONESIA Jurnal Manajemen Teknologi Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal MIX : Jurnal Ilmiah Manajemen Journal of Economic, Bussines and Accounting (COSTING) Community Engagement and Emergence Journal (CEEJ) Suluah Bendang: Jurnal Ilmiah Pengabdian Kepada Masyarakat Jurnal Ecogen Indonesian Journal of Tourism and Leisure Marketing Management Studies Formosa Journal of Multidisciplinary Research (FJMR) Eduvest - Journal of Universal Studies Paradoks : Jurnal Ilmu Ekonomi Economics, Business, Accounting & Society Review e-Jurnal Apresiasi Ekonomi Enrichment: Journal of Multidisciplinary Research and Development Economica: Journal of Economic and Economic Education Jurnal Penelitian Pendidikan Indonesia Banking & Management Review
Dwita, Vidyarini
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Aerospace Engineering Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Neuroscience Social Sciences Other

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When Intention Is Not Enough: Post-Adoption Use Behavior of Islamic Mobile Banking within the UTAUT2 Framework Mu'tamim, Nurul; Dwita, Vidyarini
Economics, Business, Accounting & Society Review Vol. 4 No. 3 (2025): Economics, Business, Accounting & Society Review
Publisher : International Ecsis Association

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55980/ebasr.v4i3.344

Abstract

This research investigates the factors influencing usage behavior of the Muamalat DIN application, an Islamic mobile banking service provided by Bank Muamalat Indonesia in Padang City, by applying the UTAUT2 framework. Specifically, the study evaluates the effects of performance expectancy, effort expectancy, and facilitating conditions on users’ behavioral intention, as well as the impact of behavioral intention on actual usage behavior. Additionally, it examines the mediating role of behavioral intention and the moderating effect of user experience on the relationship between intention and use behavior. A quantitative research design was employed, with data collected through a survey of 105 Muamalat DIN users. The data were processed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The findings demonstrate that performance expectancy, effort expectancy, and facilitating conditions exert positive and significant influences on behavioral intention. Behavioral intention, in turn, significantly affects use behavior and serves as a mediator between the antecedent variables and actual application usage. Moreover, user experience significantly moderates the relationship between behavioral intention and use behavior, suggesting that the influence of intention diminishes as users accumulate greater experience. In summary, the sustained use of Islamic mobile banking services is largely shaped by users’ perceptions of usefulness, ease of use, and the availability of adequate supporting infrastructure. This study extends the UTAUT2 literature by offering a post-adoption perspective within the context of Islamic digital banking and provides practical insights for banks seeking to improve service quality and user experience in order to foster continued usage.
Co-Authors Abror Abror Adha, Aidil Anjaya, Arisa Anwar, Kendis Ariusni, Ariusni - Astri Yuza Sari Astuti, Kristiana Batubara, Hani Maisyarah Desi Fitri Dewi Anggraini Efendi, Andre Elina, Reni Erly Mulyani Erni Masdupi Fadhila, Risa Hendri, Naldi Hummi Kalsum Bahri Julia Azizah, Viola Mawaddah, Salsabila Megawati - Mia Ayu Gusti Mira Hasti Hasmira Mu'tamim, Nurul Mulya, Jumiatul Muthia Roza Linda, Muthia Roza Nofirda, Fitri Ayu Nugraha, Meisyitah Dwi Nurhaliza, Putri Patrisia, Dina Ramadani, Nadia Ravelby, Thesa Alif Rosyeni Rasyid Sari, Nadhila Septrizola, Whyosi Siregar, Tika Rahma Yani Siska Sasmita Sri Ulfa Sentosa Suhery, Suhery Susi Evanita Sutiyem, Sutiyem Suwandhani, Deni Syamsul Amar B Tondang, Kezia Juliana Tri Kurniawati, Tri Triani, Mike Trismiyanti, Dessy WIJAYA, FARIS Yasri, Yasri Yonita, Riza Youmil Abrian Yunia Wardi