Published date: Oct 15 2024

Journal Title: KnE Social Sciences

Issue title: 8th International Conference on Sustainability (8th ICoS): Sustainable Economics

Pages: 95–108

DOI: 10.18502/kss.v9i29.17244

Misbahul Anwarmisbahulanwar@yahoo.comDoctoral Study Program in Economics, University of Merdeka Malang, Malang, Indonesia

Widji AstutiDoctoral Study Program in Economics, University of Merdeka Malang, Malang, Indonesia

Pudjo SugitoDoctoral Study Program in Economics, University of Merdeka Malang, Malang, Indonesia

By incorporating the trust variable as a mediator in the relationship between perceived ease of use and perceived usefulness of using digital banking services on intention to use digital banking services and location—research in the special region of Yogyakarta—this study aims to analyze banking customers’ tendencies to use digital banking services using the technology acceptance model (TAM) theoretical approach. This research’s type and source of data is quantitative with primary data. Questionnaires were distributed as part of a survey procedure to collect data for this study. Using sample data from 208 respondents and the structural equation model (SEM) analysis tool, he concluded that while users’ perceptions of the usefulness and ease of use of digital banking services have no bearing on each other, their perceptions of the ease of use of these services has a significant impact on their trust in them. It has a significant impact on user trust in digital banking services, which in turn has a significant impact on users’ intention to use digital banking services; perceived ease of use of digital banking services has no significant impact on users’ intention to use digital banking services; on the other hand, perceived usefulness of digital banking services has a significant impact on users’ intention to use digital banking services; trust in digital banking services mediates the relationship between users’ intention to use digital banking services and perceived ease of use of digital banking services.

Keywords: perceived ease of use, perceived usefulness, trust, intention to use, digital bank

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