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All Journal IPTEK Journal of Proceedings Series Jurnal Manajemen Bisnis Journal of Economics, Business, & Accountancy Ventura Journal of Business & Banking Assets : Jurnal Ekonomi, Manajemen dan Akuntansi JAM : Jurnal Aplikasi Manajemen Jurnal Ekonomi dan Bisnis International Journal of Islamic Economics and Finance (IJIEF) Jurnal Inovasi Hasil Pengabdian Masyarakat (JIPEMAS) At-Tadbir : jurnal ilmiah manajemen Business and Finance Journal Jurnal Bisnis dan Akuntansi Indonesian Journal of Islamic Economics and Business Jurnal Ekonomi Jurnal Manajemen dan Pemasaran Jasa
Yudi Sutarso
Department Of Magister Management, STIE Perbanas Surabaya, Surabaya
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : Jurnal Manajemen dan Pemasaran Jasa

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Internet banking adoption in Indonesia: TAM extention with the moderation role of customer knowledge and trust Yudi Sutarso; Djoko Budi Setyawan
Jurnal Manajemen dan Pemasaran Jasa Vol. 15 No. 2 (2022): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v15i2.13897

Abstract

This study examines the role of customer knowledge and trust in the technology acceptance model (TAM) on internet banking (IB) in Indonesia. It proposes a hypothesis that customer knowledge and trust moderate the relationship between perceived usefulness and ease of use with attitudes toward IB, which in turn, it can also influence intention to use IB. The sample was taken by purposive sampling technique from the customers of the three largest banks in Indonesia, namely Bank Mandiri, Bank Central Asia (BCA), and Bank Rakyat Indonesia (BRI). There were 280 respondents from these banks, and the data were analyzed by using the Structural Equation Model with the Partial Least Square approach. The significant finding in this study is that customer knowledge moderates positively the relationship between perceived ease of use and usefulness with customers’ attitudes. In addition, trust moderates negatively the relationship between perceived usefulness and attitudes toward IB. These findings extend the TAM model by adding the moderating role of customer knowledge and trust to the bank and recommend managers to increase customer adoption of IB.
Co-Authors Adinda Ridhia A.N Ainun Ainiyah Alya Rizky Natasya Amorita Azizah Alpha Andik Setiawan Aniek Maschudah Ilfitiah Bachtiar Eka Kaca Sungkana Bagus Suminar Basuki Rahmat Dendi Vio Anggriatama Djoko Budhi Setiawan Djoko Budi Setyawan Ersa Annisatul Hidayati Faizatul Hiqmah Ferdiansyah Hari Saputra Fika Fahmi Firdaus Gaguk Suprianto Ganestiana Diah Maharani Hane Andariksa Infanta Fazaaqbil Ridanti Iqbal Ramadhani Mukhlis Laila Saleh Martha Larasati Ayu Sekarsari Larasati Ayu Sekarsari Maytita Zafira Putri Meytita Zafira Putri Muhammad Ilham Mandrata Risky Amalia Hanum Sinarring Azi Laga Taufik Fajar Hidayatullah Windi Mega Lavenia Yuana, Irkhamnah Aisyah Yudha Herlambang Cahya Pratama