The mediating role of effort expectation on digital banking behavior intention in the Indonesian bank industry: An integration of UGT-UTAUT2

Abstract

Using the frameworks of the Theory of Use and Gratification (UGT) and the Unified Theory of Acceptance and Use of Technology (UTAUT2), this study explores the factors that influence individual behavior and behavioral goals in the adoption of digital banking. Partial Least Square Structural Equation Modeling (PLS-SEM) is used in the analysis of research data using the program SmartPLS 3.2.9 professional. There are 432 people in the research sample that filled out questionnaires. The results show that behavioral intentions are strongly influenced by the integration of UGT-UTAUT2 by 60.3%. Performance and effort expectations are influenced by cognitive needs, effort expectations are influenced by affective needs, and social influence is impacted by social needs. Behavioral intentions for the use of digital banking are shaped by a combination of factors such as price value, hedonic motivation, habits, facilitating conditions, and effort expectations. The relationship between behavioral intentions, affective and cognitive needs is mediated by effort expectations. In the context of using digital banking, habits and behavioral intentions are important factors that influence behavior; in contrast, cognitive needs, affective needs, performance expectations, and social influence have no direct effect on behavioral intentions.