UNLOCKING DIGITAL BANKING: DETERMINANTS OF ACTUAL USE AMONG GEN Z IN JABODETABEK
DOI: 10.35760/ugefic.v8i1.124Abstract
This study aims to analyze the factors that affect the actual use of digital banking services in Generation Z in the Jabodetabek area. Using the Unified Theory of Acceptance and Use of Technology 3 (UTAUT3), The Information System Success Model (ISSM) and Perceived Risk Theory. This study identifies the influence of system quality, security risk perception, business expectations, and personal innovativeness on behavioral intentions, usage behavior, and actual use in digital bank applications. The quantitative research method was carried out by surveying 150 respondents using purposive sampling techniques. The results of data analysis using Partial Least Square - Structural Equation Modeling (PLS-SEM) show that system quality, business expectations, and personal innovativeness have a significant positive influence on behavioral intention and usage behavior. Conversely, the perception of security risk has a negative effect on the intention to behave. Intentional behavior and usage behavior also have a positive influence on actual use.
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