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Journal : JOURNAL OF APPLIED INFORMATICS AND COMPUTING

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Evaluating the Acceptance and Success of Mobile Banking Systems Using a Combination of UTAUT2 and Delone & McLean Models Khairun Nisak, Novrinda; Ibrahim, Ali; Ermatita
Journal of Applied Informatics and Computing Vol. 9 No. 3 (2025): June 2025
Publisher : Politeknik Negeri Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30871/jaic.v9i3.9301

Abstract

Mobile Banking is a digital banking innovation designed to facilitate financial transactions, payments, and account management. However, ensuring that the application meets user expectations remains a challenge. Based on Playstore reviews, 30% of users reported various obstacles, particularly difficulty accessing the app, leading to transaction failures. This study aims to see what factors affect user satisfaction. The research employed the SemPLS method, chosen due to its ability to handle complex models with multiple latent variables and assess intricate relationships between constructs. SemPLS is particularly useful for exploratory research and allows analysis without strict assumptions regarding data distribution. Data were collected from 382 respondents, determined using the Lemeshow formula. Validity was tested using factor loading (≥0.7), while reliability was confirmed through Cronbach’s Alpha and Composite Reliability (CR) ≥0.7.The findings indicate that human factors significantly impact user satisfaction, contributing 43.6% base R-Square value. Key influencing factors include Price Value, Performance Expectancy, Effort Expectancy, Social Influence, Hedonic Motivation, Facilitating Conditions, Habits, and Behavioral Intentions. Among these, Effort Expectancy, which represents ease of use, plays a crucial role in user satisfaction.To improve user experience, it is recommended to enhance access speed by optimizing server performance, reduce transaction failures through system stability improvements, and integrate AI-driven customer support for real-time troubleshooting. Future research could explore the role of trust and security perceptions in increasing user satisfaction and loyalty. These findings emphasize the importance of considering human aspects in digital service development to create a seamless and efficient banking experience.
Co-Authors Abdiansah, Abdiansah Adi Sutrisman Ahmad Fali Oklilas Ahmad Fali Oklilas Ahmad Sanmorino Aidil Putrasyah Al Farissi Albert Albert Aldin, Moehammad Alfarezy, Reza Ali Amran Ali Bardadi Ali Bardardi Ali Ibrahim Ali Ibrahim Allsela Meiriza, Allsela Andini Dwi Lestari Anita Desiani Apriansyah Putra Arnelawati Artika Arista Ayuputri, Niken Bambang Suprihatin Barlian Khasoggi Barlian Khasoggi Belly, Belly Nagustria bin Awang, Mohd Khalid Budi Prayoga, Muhamad Hafiz Cindo, Mona Dafid Dedik Budianta Deris Stiawan Dian Palupi Rini Dian Palupi Rini Dien Novita Dominica, Alviona Terry Dwi Asa Verano Dwi Lestari, Rizky Dwi Meylitasari Br. Tarigan Dwi Rosa Indah Endang Lestari Ruskan Endy Suherman Erwin, Erwin Eva Darnila Eva Darnila Fajriana, Fajriana Fajriana, Fajriana Falih, Noor Fathiyah, Alyssa Fathoni - Fauza Adelma Syafrizal Fuadi, Wahyu Geovani, Dite Gumay, Naretha Kawadha Pasemah Hadipurnawan Satria Hafyz Sytar, M. Hartini Hartini Hijriani, Nurul Huda Ubaya Huda Ubaya Husnawati Husnawati Ika Oktavianti ina aisyah handayani Indra Maulana Irmanda, Helena Nurramdhani Ispramono Hadi, Sigit Iwan Pahendra Iwan Pahendra Anto Saputra Jaidan Jauhari Johannes Petrus Joko Purnomo Kareen, Pamela Ken Dhita Tania Khairun Nisak, Novrinda Kurniawan, Mochamad Aryo Aji Kurniawan, Rizky Fariz Andry Lovinta Happy Atrinawati M Fariz Januarsyah M. Fariz Januarsyah M. Miftakul Amin Madya, M Miftahul Matondang, Nurhafifah Mauliza Mauliza, Mauliza Megah Mulya Meizalina, Mutiara Amalia Mgs Afriyan Firdaus Mira Afrina Mohammed Y. Alzahrani Mona Cindo Monterico Adrian Muhammad Adrezo Muhammad Fachrurrozi Muhammad Qurhanul Rizqie Muhammad Sadli Muhammad Sadli, Muhammad Muhammad, Duwen Imantata Mutammimul Ula Mutia Fadhila Putri Neni Alyani Noprisson, Handrie NUNI GOFAR Nurul Chamidah Nurul Mufliha Eka Putri Nurul Mufliha Eka Putri Octaria, Orissa Osvari Arsalan Pacu Putra Pahendra, Iwan Parwito Patimah, Endah Pratama, M Octaviano Primanita, Anggina Purwita Sari Purwita Sari, Purwita Putra, Erwin Dwika Rachma nia Rahman, Puti Ayu Andhini Rahmat Budiarto Rahmat Izwan Heroza Rahmat Izwan Heroza Rendra Gustriansyah Reza Firsandaya Malik Richardo, M Denny Richki Hardi Rifkie Primartha Rizka Dhini Kurnia Rizka Dhini Kurnia Rizki Kurniati Royan Dwi Saputra Rudhy Ho Purabaya Ruth Mariana Bunga Wadu Safithri, Selviana Rizki Salamah, Fitri Samsuryadi Samsuryadi Shinta Puspasari Soraya, Atika Suci Destriatania Suci Destriatania Sukemi Sukemi Susan Dwi Saputri Susan Dwi Saputri Sytar, M. Hafizh Terttiaavini, Terttiaavini Tjahjanto, Tjahjanto Tryadriani, Rasqia Nurzulia Verano, Dwi Asa Verlly Puspita Wahyu Fuadi Wahyu Ningsih Yadi Utama Yadi Utama Yudha Pratomo Yudha Pratomo Yudha Pratomo Yundari, Yundari Zalika, Indah Zulkardi