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All Journal JURNAL SISTEM INFORMASI Seminar Nasional Aplikasi Teknologi Informasi (SNATI) Prosiding SNATIKA Vol 01 (2011) POSITIF Sistemasi: Jurnal Sistem Informasi INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi Applied Information System and Management AMALIAH: JURNAL PENGABDIAN KEPADA MASYARAKAT Journal of Information Systems and Informatics Jurnal Ekonomi Manajemen Sistem Informasi Jurnal Tata Kelola dan Kerangka Kerja Teknologi Informasi Jurnal Teknologi Dan Sistem Informasi Bisnis Journal of Applied Engineering and Technological Science (JAETS) JATI (Jurnal Mahasiswa Teknik Informatika) Jurnal Teknodik Jurnal Perangkat Lunak Journal of Applied Data Sciences Journal of Applied Computer Science and Technology (JACOST) Halal Research Journal Fajar: Media Komunikasi dan Informasi Pengabdian Kepada Masyarakat
Nur Aeni Hidayah
Univeristas Islam Negeri Syarif Hidayatullah Jakarta
Religion Agriculture, Biological Sciences & Forestry Arts Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Mobile Banking Acceptance: A Modified UTAUT 2 Model with Trust and Risk Integration Hidayah, Nur Aeni; Putra, Adam Kusuma; Arham, Zainul; Putra, Syopiansyah Jaya; Waspodo, Bayu
SISTEMASI Vol 15, No 2 (2026): Sistemasi: Jurnal Sistem Informasi
Publisher : Program Studi Sistem Informasi Fakultas Teknik dan Ilmu Komputer

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32520/stmsi.v15i2.5831

Abstract

This study examines the factors influencing the acceptance of the JakOne Mobile mobile banking application developed by Bank DKI using a modified Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model, extended with the external variables of perceived trust and perceived risk. Although the application has a high number of downloads, it faces significant challenges related to user satisfaction. This is reflected in the sharp polarization of ratings, where one-star reviews account for 32.17% of total reviews, indicating fundamental issues in a substantial portion of the user experience. This research employed a quantitative approach, with data collected from 450 respondents in the Jabodetabek region through an online questionnaire. Data analysis was conducted using Partial Least Squares–Structural Equation Modeling (PLS-SEM) to test 13 proposed hypotheses. The main results show that performance expectancy and facilitating conditions have a positive and significant effect on behavioral intention. Interestingly, this study found that price value, hedonic motivation, and habit have a significant negative effect on behavioral intention. Furthermore, trust was proven to effectively reduce perceived risk, while effort expectancy and social influence showed no significant influence. The practical implications of these findings suggest that Bank DKI should prioritize improving the technical performance of the application and develop communication strategies focused on building user trust, rather than emphasizing low cost or entertainment-related aspects.
Co-Authors Abdalla, Akram Abdul Malik, Dani Abdul Mutholib Ade Arfani, Mizan Adila, Farah Alvali Zaqi Taufan Amri, Faaza Bil Anandika Anggaramukti, Alif Aska Tasya Wildania Balqis Aulia Rahma Bayu Waspodo Diva Amanda Dzakiyyah Amany, Khansa Elvi Fetrina Ernawati Ernawati Eva Khudzaeva Ghania, Putri Hafidh Azizah Hanna Utami, Aisyah Hasanati, Nida’ul Huda, Muhammad Qomarul Icha Yulian Ilhamdi, Adhitya Naufal Irahman, Muhammad Shidqa Jamaluddin Jamaluddin Jati Nugroho, Sigit Junaidi Junaidi Maulana, Anwar Meinarini Catur Utami Mirza Hasan Siraji Mudinillah, Adam Muhamad Shamil Bashayev Nia Kumaladewi Nidaul Hasanati Noor Azura Zakaria Normaliza Firdia Nur Muhammad Asnadi Nurbojatmiko Nurbojatmiko, Nurbojatmiko Putra, Adam Kusuma Qurrotul Aini Rinda Hesti Kusumaningtyas, Rinda Hesti Rismawati Rismawati Rizki, Irfan Nur Rofiqoh, Nurlela Rony, Zahara Tussoleha Silvia Nida Sandira Siti Sarah Amelia Suci Ratnawati Syaifta, Muhammad Rafi Syaifta, Rafi Syopiansyah Jaya Putra Tri Rizki Amalia Yulian, Icha Yuliwanda Anggi Kusumaatuti Yuni Sugiarti, Yuni Yusri Salsabilla, Kaila Zainuddin Bey Fananie Zainul Arham