Understanding BRISPOT Adoption in the SME Segment: The Role of Expectancy, Support, and Trust in a Digital Transformation Framework

Abstract

Background Digital transformation in banking is accelerating, yet internal adoption of key applications remains suboptimal. BRISPOT is a digital credit system used by relationship managers (RMs) in the SME segment of Bank Rakyat Indonesia (BRI). Methods Using the Unified Theory of Acceptance and Use of Technology (UTAUT) integrated with Social Cognitive Theory (SCT), this quantitative study surveyed 150 RMs. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Results Performance expectancy, effort expectancy, and facilitating conditions significantly affected behavioral intention to use BRISPOT. Behavioral intention had a strong influence on actual usage. However, trust did not moderate the intention–use relationship. Conclusions The integration of UTAUT and SCT offers a robust explanation of digital adoption behavior among internal users. System usability and institutional support are critical for driving adoption. Trust, while conceptually important, may be context-dependent.