Continuance Intention of Jenius Digital Bank Users in Surabaya: A UTAUT Approach with Experience as a Moderator

Abstract

Early adoption of digital technology doesn't guarantee ongoing use over time. This research intends to analyze the impact of three central components of the Unified Theory of Acceptance and Use of Technology (UTAUT), specifically performance expectancy, effort expectancy, and social influence, on the intention to continue using Jenius digital banking services in Surabaya. It additionally examines the moderating influence of experience. This study employs a quantitative method, utilizing an onlin e survey given to 156 participants chosen via purposive sampling. Data were examined through Partial Least Squares Structural Equation Modeling (PLS-SEM) utilizing SmartPLS 4.0 software. The findings indicate that performance expectancy, effort expectancy, and social influence affect the intention to continue. Additionally, experience influences the connection between performance expectancy and effort expectancy with continuance intention. These results strengthen the significance of the UTAUT model in elucidating the ongoing usage of digital banking services.