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Prajna Dyah Kinanti1)*, Ana Noor Andriana2)
1, 2)Department of Business Administration, Faculty of Social and Political Sciences, Mulawarman University
Street. Kuaro, alley. Kelua, POB 1068, Samarinda 75119, East Kalimantan Province, No. Tel: (+62541) 749343 e-mail:[email protected]1 )*,[email protected]2)
ABSTRACT
Technological developments are currently creating new habits in society, namely the dependence on technological efficiency for daily activities. one of which is banking activities which have begun to shift some of their transaction activities to online-based, one of its service products, namely mobile banking. in this study will examine the influence of ease of use, security, and satisfaction factors on initial trust in mobile banking adoption. This study uses a quantitative approach to the type of associative research. The number of samples used was 96 respondents with the sampling method namely purposive sampling. The criteria for respondents in this study were BRI customers who are domiciled in the city of Samarinda and are over 18 years old and have used BRI mobile banking for the last 6 months. The analysis technique used is data quality test, classical assumption test, multiple linear regression test, and hypothesis testing which is processed using the SPSS version 22 application. From the test results it is known that perceived security and perceived satisfaction have a positive and significant effect on the initial trust of mobile banking users BRI either partially or simultaneously, while perceived ease of us does not have a partial significant effect on the initial trust of BRI mobile banking users. So it can be concluded that perceived security and perceived satisfaction affect the initial trust level of BRI mobile banking customers.
Keywords: mobile banking, perceived ease of use, perceived security, perceived satisfaction, initial trust
I. INTRODUCTION
ITH the development of the current era of globalization, various sectors are experiencing very rapid growth, one of which is the information technology sector. So it's not surprising that various sectors are currently intensively making new breakthroughs by changing strategies and utilizing the development of information technology as a pillar in improving quality and strengthening the company's competitive advantage [1]. One that follows and takes advantage of the development of information technology, namely from the banking sector by applying the internet in its industrial activities, this is done with the aim of improving the quality of banking services and achievements. One of the new breakthroughs made by banks is to create electronic mobile banking application-based services.
Mobile banking electronic services are starting to be widely used by customers as a medium for online banking transaction activities, such as PLN electricity payments, credit purchases, and e-wallets. In addition, mobile banking also provides information on account balances, bank transfers, securities, and other financial services [2]
Bank BRI is one of the banks that is also actively developing new technology systems, as evidenced by the release of a service in the form of the BRI mobile banking application in 2012, to facilitate online customer service equipped with BRI mobile banking service features, BRI internet banking, call BRI, BRI info, and also t- bank. By using the BRI mobile banking application, customers can easily carry out online transactions using only a mobile phone and an internet network that can be done anywhere and anytime [3]. According to the Infobank and Marketing Research Indonesia (MRI) version of the Satisfaction, Loyalty and Engagement (SLE) survey, BRI has won an award as the bank with the best m-banking at the SLE Awards in 2021.
Judging from the data on the development of digital transactions from the official BRI website, the results show an increase every year. In 2019 the BRI bank experienced revenue growth of 53.2% or reached 4.9 trillion, while in 2020 it was recorded that BRImo users had increased to 9.1 million users and increased to 56.4% to 14.2 million users in 2021 The number of transactions also increased in 2020 to 766 million transactions and 1.27 billion transactions in 2021 which jumped to 66.2% from the previous year. in 2020 BRI has recorded a total
(CUSTOMER STUDY IN SAMARINDA CITY)
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transaction value of IDR 197 trillion and experienced a surge of up to IDR 1,345 trillion, an increase of 581.1%
compared to the previous year. Meanwhile, from 2022 to October, BRImo transactions have doubled in transaction growth from the previous year, reaching IDR 2,084 trillion and BRImo user growth is 73.55% to 22.37 million users.
The BRI mobile banking application service is considered more efficient and practical for customers who experience problems making transactions directly to the bank, especially for workers, MSME entrepreneurs and also students whose busy hours clash with the bank's operating hours. Of course, this service is very helpful for customers, especially with the ease of using the BRI mobile banking application system, making transactions easier. In addition to the ease of use factor, the bank's security system is also one of the considerations for customers to use the service. If users of these services feel that the platform does not guarantee both transaction security and personal data, then users will not use the service again because they are considered untrustworthy [4]. According to a survey conducted by research company Populix of 578 respondents regarding the reasons for using mobile banking, 445 respondents answered that it is easy to use and 231 respondents said it is safer to use mobile banking.
Maintaining satisfaction and trust is one of the indicators to prove the success of banks in providing the best service for customers. Trust is described as a dynamic process of experience from time to time, so that initial consumer trust is important to create sustainable trust in a product or service [5]. When consumers first use mobile banking services, the level of customer trust is at point 0 and is in the introduction stage, along with fear and ignorance arising because they do not have experience or credible information [6].
Based on research that has been conducted by Tao Zhou (2011) and Yu Hui Chen et al (2007) gives the result that perceived ease of use and perceived security have a positive and significant influence on initial trust, which is then supported by research by Fakhradin et al (2013) and Rania et al (2022), with the results of the study, ease of use has a positive effect on initial trust. Research by Zelalem (2021) and Jason et al (2017) also concluded that the results of research on security perceptions had a positive and significant effect on initial trust. Meanwhile, research conducted by Harry (2020) shows that perceived ease of use has no significant effect and security has a significant effect on initial trust. Contrary to Harry's research, Li et al research (2016) actually shows that safety has no significant effect and perceived ease of use has a significant negative effect. Research conducted by Maadi et al (2016) and Sun et al (2017) regarding perceived satisfaction has a positive and significant effect on initial trust.
Based on the background above, researchers are interested in conducting research on the effect of ease of use, perceived security, and satisfaction on initial trust in using BRI mobile banking with the title "The Effects of Perceived Ease Of Use, Perceived Security, and Perceived Satisfaction on Initial Trust of BRI Mobile Banking Users (Customer Study In Samarinda City) ”.
II. LITERATURE REVIEW
A. Mobile Banking
According to Hutabarat (2010), mobile banking is a banking product that can be accessed through mobile communications such as mobile phones by providing facilities that are almost the same as an ATM (Automated Teller Machine) except for taking cash [7]. Riswandi (2005) defines mobile banking as a service provided by banks by utilizing smartphone media for online transaction activities but exceptions for cash withdrawals [8]
B. Perceived Ease Of Use
According to Davis (1989) and Agustian et al (2014) describe that Perceived ease of use is a measure where users feel confident and believe that a technology is easy to use and understand to facilitate and assist the user's work [9]. Perceived ease of use can be explained as a person's belief in using a technology without requiring great effort but still providing comfort for the user so that it helps and facilitates work.
C. Perceived Security
Security is the level of trust in a technology or system to transmit sensitive information without breach or data leakage[10]. Therefore, the role of security is very influential on public interest in the use of technology, especially with regard to highly confidential personal and financial data, which requires greater effort to gain trust and meet user expectations. If consumers already feel confident in the security of a system, then users will
51 voluntarily and confidently submit personal data and carry out transaction activities without fear of personal data leakage.
D. Perceived Satisfaction
Kotler (2009) describes satisfaction as customer sentiment, either disappointed or happy with a product after comparing the expectations and reality felt by consumers [11]. Satisfaction is a consumer's response and benchmark after using a product or service, how the attitude of consumers towards a product or service becomes a subjective criterion of how much consumers like the product or service used. Consumer satisfaction will be high if the performance of the product used meets consumer expectations, conversely if product performance does not meet consumer expectations then the satisfaction obtained will be low.
E. Initial Trust
According to Saintz (2019), initial trust is the initial stage of consumer trust in a product that is built at the beginning of the interaction, in order to build consumer confidence to continue using and accept the risks of the product used [12]. As for the opinion of Al-Jaafreh et al (2014), initial trust is the level of customer trust in a product or service without relying on or depending on previous experience and knowledge [13].
III. RESEARCH METHODOLOGY
A. Research methods
This research is a type of quantitative research, namely research that describes a problem which can later be generalized and uses statistical data calculations by attaching results in the form of numbers and numbers [14], by using the associative method which aims to find out between variable 1 and other variables has an influence or not.
B. Method of collecting data
Primary source data is one of the data used in this study by distributing questionnaires filled in by respondents and also secondary sources obtained through literature studies, literature, and also journals related to the problems studied in this study.
C. Population and Sample
The population is the range of objects to be studied in an area with certain characteristics and quantities that have been previously calculated by the researcher [15]. The population used in this study are BRI mobile banking users who are located in the city of Samarinda, but the exact number of users of this application service is not known. The sample is part of the population that meets the criteria and the amount set by the researcher as research data material. Because the scope of the population is large and the number is still unknown, the researchers used Cobran's formula to determine the number of samples.
𝑛 = 𝑍2 4(𝑚𝑜𝑒)2 𝑛 = 1,962
4(0,1)2 𝑛 = 96,04
(1)
Information:
n =Number of samples
Z = Z value with the required level of confidence determining the percent sample. At α = 5%, Z = 1.96 Moe = Margin of error the maximum error that can be tolerated.
Based on the results of the calculation above, the sample obtained as research data is 96 with the distribution
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carried out using purposive method. The criteria for respondents are BRI mobile banking users who are domiciled in Samarinda, have used BRI mobile banking for the last 6 months, and are over 18 years old.
D. Hypothesis
Hypothesis is a tentative answer from a study related to the relationships, causes and effects of variable performance [16]. the hypothesis that has been formulated by the researcher is as follows:
H1 Perceived ease of use has a positive and significant effect on the initial trust of BRI mobile banking users.
H2 Perceived security has a positive and significant effect on the initial trust of BRI mobile banking users.
H3 Perceived satisfaction has a positive and significant effect on the initial trust of BRI mobile banking users.
H4 Perceived ease of us, perceived security,and perceived satisfaction has a positive and significant simultaneous effect on the initial trust of BRI mobile banking users.
IV. RESULTS AND DISCUSSION
A. Characteristics of Respondents
The characteristics used in this study are the age and gender of the respondents as well frequency of using the BRI mobile banking application in a week. The following is the recapitulation of the characteristics of the respondents:
1. Age: 94% aged 18-26, 3% aged, 3% aged 26-35, 3% aged 36-45 2. Gender: 79% Female and 21% Male.
3. Occupation: 75% Students, 8% Private Employees, 8%, 7% Entrepreneurs, 7% Fresh Graduates and Gapyear, 3% Civil Servants.
B. Data Collection
The following is the result of collecting questionnaire data from respondents:
TABLE I
RESULTS OF DATA COLLECTION (PRIMER DATA)
No Variable
Respondents Answer
Total Answer Percentage
Item Value Mark
1 2 3 4 5 1 2 3 4 5
1 x1.1 0 1 2 37 56 96 0% 1% 2% 39% 58% 436
2 x1.2.1 0 0 3 39 54 96 0% 0% 3% 41% 56% 435
3 X1 x1.2.2 0 0 4 33 59 96 0% 0% 4% 34% 62% 445 2627
4 x1.3 0 2 3 41 50 96 0% 2% 3% 43% 52% 427
5 x1.4 0 0 2 33 61 96 0% 0% 2% 34% 64% 443
6 X1.5 0 2 5 23 66 96 0% 2% 5% 24% 69% 441
7 x2.1.1 1 6 18 48 23 96 1% 6% 19% 50% 24% 374
8\ X2 x2.1.2 0 3 7 50 36 96 0% 3% 7% 52% 38% 407 1577
9 x2.2.1 1 3 13 51 28 96 1% 3% 14% 54% 29% 390
10 x2.2.2 0 1 7 57 31 96 0% 1% 7% 60% 32% 406
11 x3.1 0 3 6 48 39 96 0% 3% 6% 50% 41% 411
12 x3.2 0 2 8 50 36 96 0% 2% 8% 52% 38% 408
13 X3 x3.3.1 0 1 9 50 36 96 0% 1% 9% 52% 38% 409 1662
14 x3.3.2 0 1 5 33 57 96 0% 1% 5% 34% 60% 434
15 x3.4 0 1 6 38 51 96 0% 1% 6% 40% 53% 427
16 y. 1 0 0 7 54 35 96 0% 0% 7% 56% 37% 412
17 Y y.2 0 4 6 60 26 96 0% 4% 6% 63% 27% 396 1612
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18 y. 3 0 7 12 54 23 96 0% 2% 13% 54% 24% 381
19 y. 4 0 0 4 49 43 96 0% 0% 4% 51% 45% 423
From table I, we can see that the indicator variable is dominant, in variable X1 the highest indicator is the 3rd indicator regarding the easy-to-use statement. For variable X2 the highest score is on indicator 2.1 related to bank secrecy, on variable X3 the highest point is the 4th indicator with questions related to satisfaction using application services, and variable Y with the highest indicator is the 4th question related to trust intentions.
C. Validity and Reliability Test
To measure the accuracy of the questionnaire on the concept under study, it is necessary to test the validity. A questionnaire is considered valid if the value of tcount> ttable. To find the ttable value by looking at the number of respondents in this study, totaling 96 with 4 variables, so that df = 96 – 4 = 92 and a significance value of 0.05, the ttable value is 0.1986. test the validity of each variable listed in Table II.
TABLE II VALIDITY TEST RESULTS
X1 X2 X3 Y
X1 Pearson Correlation 1 .597** .670** .557**
X2 Pearson Correlation .597** 1 .709** .698**
X3 Pearson Correlation .670** .709** 1 .720**
Y Pearson Correlation .557** .698** .720** 1
** Correlation is significant at the 0.01 level (2-tailed).
shown in table II, the tcount value for each variable produces a number greater than the ttable value so it can be concluded that the statement used is valid. Then proceed with the reliability test which is a test used to measure the consistency of research data, in order to find out how far the data can be trusted and relied upon even though repeated measurements are carried out. Statement items are considered reliable if the Cronbach's Alpha value is >
0.06. The results of the reliability test can be seen in the following table:
TABLE III
RELIABILITY TEST RESULTS
Items Standard Cronbach's Alpha Information
Perceived Ease Of Use(X1) 0.60 0.853 Reliable
Perceived Security (X2) 0.60 0.838 Reliable
Perceived Satisfaction(X3) 0.60 0.902 Reliable
Initial Trust(Y) 0.60 0.728 Reliable
It can be seen in table III, each questionnaire item produces a Cronbach's Alpha score ˃ 0.06. so that all statement instruments in this study were considered reliable and reliable for measuring indicators in the research questionnaire.
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D. Data Normality Test
The normality test is a test used to see whether the dependent variable and independent variable are normally distributed or not. The normality test can be carried out using the Komolgrov Smirno method, provided that the significance value must be ˃ 0.05 to be declared to have normal distribution data. The following are the Komolgrov Smirno test results shown in table IV.
TABLE IV
KOMOLGROV SMIRNO TEST
Unstandardized Residuals
N 96
Normal Parameters, b Means .0000000
Std. Deviatio 1.28660122
Most Extreme Differences Absolute 085
Positive 052
Negative -.085
Test Statistics 085
asymp. Sig. (2-tailed) .087c
Can be seen in table IV, Asymp. Sig. (2-tailed) has a value of 0.087 > 0.05 so that the data in this study are normally distributed.
E. Multicollinearity Test
The purpose of the multicollinearity test is to find out whether or not there is a correlation between the independent or independent variables. A good regression model is a regression model that does not show multicollinearity. to find out whether or not multicollinearity symptoms can be seen by looking at VIF values <
10 and tolerance values > 0.10 if these results are declared free from multicollinearity problems. shown in table V of the multicollinearity test as follows:
TABLE V Multicollinearity Test
Model
Collinearity Statistics tolerance VIF (Constant)
Perceived Ease Of Use 0.521 1,919
Perceived Security 0.471 2,124
Perceived Satisfaction 0.403 2,480 dependentVariable: initial trust
It can be seen in table V, the VIF value is less than 10 and the tolerance value for each variable shows a value greater than 0.10, so it can be concluded that there is no multicollinearity.
F. Heteroscedasticity Test
The respondent data that has been obtained needs to be tested to find out whether or not there is an inequality of residual variance in one observation with other observations in a regression model, the test is called the heteroscedasticity test. To test whether there is heteroscedasticity by looking at patterns in the scatterplot graph, it
55 is said that there is no heteroscedasticity if there is no clear pattern in the scatterplot graph and there is a scattering of dots in the upper and lower areas of zero (0) on the Y axis, and if the dots are If the dots form a certain pattern then there is an indication of heteroscedasticity. Here is the result of the image using scatterplots:
Picture. 1. Spread of Heteroscedasticity
As seen in Figure 1, the points on the scatterplot graph are spread in the zero area (0) on the Y axis and do not form a specific pattern, so it can be concluded that there are no symptoms of heteroscedasticity.
G. Multiple Linear Analysis Test
This test is a data analysis model used to test the relationship and also the effect of the independent variables on the dependent variable. In the following, the researcher presents the results of multiple linear analysis tests processed using the IBM SPSS Statistics program in table VI.
TABLE VI
RESULTS OF MULTIPLE LINEAR ANALYSIS TEST
Model
Unstandardized Coefficients Standardized Coefficients
B std. Error Betas
(Constant) 4,458 1,345
Perceived Ease Of Use 039 .067 054
Perceived Security .292 .078 .364
Perceived Satisfaction .297 .073 .426
dependentVariable: initial trust
From the table above, a regression equation model can be made as follows: Y = 4.458 + 0.39X1 + 0.292X2 + 0.297X3 + e. The implementation of the equation is as follows:
1. the constant value α is 4.458, meaning that if the value of the independent variables in the form of
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perceived ease of use, perceived security, and trust is 0, then the value of the dependent variable, namely Initial Trust for mobile banking services, is 4.458.
2. The regression coefficient value of the perceived ease of use variable (X1) is 0.039, which means that if there is an increase in one unit of the perceived ease of use variable (X1), there will be an increase in customer trust by 0.039 units or 0.32%.
3. The regression coefficient value of the perceived security variable (X2) is 0.292, meaning that if there is an increase of one unit in the perceived security variable (X2), there will be an increase in customer trust by 0.292 units or 29.2%. So that if the application security system is getting better, the greater the increase in customer trust.
4. The regression coefficient value of the Perceived Satisfaction variable (X3) is 0.297, so if the perceived satisfaction variable (X3) increases by one unit, there will also be an increase in customer satisfaction by 0.297 units or 29.7%. So the higher the satisfaction, the greater the increase in customer trust.
H. Coefficient of Determination (Test R2)
To find out how much the independent variable model's ability to explain the dependent variable in the form of initial trust together is a function of the coefficient of determination test. The number between 0 and 1 is the standard determination in this test, the smaller the value of the coefficient of determination of the independent variable, the smaller the information obtained to predict the variation of the dependent variable. From the data processing that has been done, the results of the test for the coefficient of determination are listed in table VII.
TABLE VII
DETERMINATION COEFFICIENT TEST RESULTS
Model R R Square Adjusted R Square std. Error of the Estimate
1 .768a .590 .577 1,307
Based on table Ⅶ, it can be seen that the value of R2 (R Square) is 0.590 or 59%. This means that the ability of the independent variable model consisting of perceived ease of use, perceived security, and perceived satisfaction is able to explain the variation in the dependent variable in the form of Initial Trust by 59%, while 41% is influenced by other factors that are not included in this research model.
I. Correlation coefficient
Between the independent variable (X) and the dependent variable (Y) it is necessary to do a correlation test to see whether the strength and direction of the relationship can move together. To be stated to be correlated/related, the value of sig. F change <0.05, otherwise if the sig. F change > 0.05, then the independent variable and the dependent variable are declared uncorrelated/related. If the value of the correlation coefficient is positive then the relationship between the independent variable and the dependent variable is unidirectional, but if it is negative then the value of the relationship between the independent variable and the dependent variable is not unidirectional/inverted. Table VIII presents the results of the correlation coefficient test as follows:
TABLE VIII
CORRELATION COEFFICIENT TEST RESULTS
X1 X2 X3 Y
X1 Pearson Correlation 1 .597** .670** .557**
Sig. (2-tailed) .000 .000 .000
X2 Pearson Correlation .597** 1 .709** .698**
Sig. (2-tailed) .000 .000 .000
X3 Pearson Correlation .670** .709** 1 .720**
Sig. (2-tailed) .000 .000 .000 .000
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Y Pearson Correlation .557** .698** .720** 1
Sig. (2-tailed) .000 .000 .000
As seen in table VIII, the significance value of the correlation coefficient test of each variable is 0.000 <0.05, with a positive correlation coefficient ranging from 0.60 to 0.799 in the variables perceived ease of use and perceived security, so it can be concluded that these variables have a strong and unidirectional relationship/correlation. Meanwhile, the perceived satisfaction variable has a value in the range of 0.40-0.599 which means it has a moderate correlation.
J. Partial Hypothesis Test (t test)
The purpose of the partial test is to find out whether the independent variable has an individual influence on the dependent variable. The first thing that must be done in a partial test is to determine the level of significance. The significance level used is 5% or (α) = 0.05. If sig. t > 0.05 then Ha is rejected but if sig. t <0.05 then Ha is accepted and means that there is a significant influence between the independent variables and the dependent variable. The results of the partial test are shown in table IX.
TABLE IX PARTIAL TEST RESULTS
Model t Sig.
1 (Constant) 3,314 001
Perceived Ease Of Use .585 .560 Perceived Security 3,738 .000 Perceived Satisfaction 4,052 .000 a. Dependent Variable: Initial Trust
Based on table IX, it can be seen that the results of sig. and t arithmetic of the independent variables. The following is an explanation regarding the results of the partial test as follows;
1. Perceived Ease Of Use,The sig value is obtained. 0.560 > 0.05 with a t count value of 0.585 which is smaller than the t table value of 1.662. which means the variable perceived ease of use has no significant effect on initial trust, so the H1 hypothesis is rejected.
2. Perceived Security,sig value is obtained. 0.000 <0.05 with a t count value of 3.738 greater than a t table value of 1.662. which means that the perceived security variable has a positive and significant effect on initial trust, so that the H2 hypothesis can be accepted.
3. Perceived Satisfaction,sig value is obtained. 0.000 <0.05 with a t count value of 4.052 greater than a t table value of 1.662. which means that the variable Perceived Satisfaction has a positive and significant effect on initial trust, so that the H2 hypothesis can be accepted.
K. Simultaneous Test
The purpose of doing the F test is to find out the effect of the independent variable (X) simultaneously or simultaneously on the dependent variable (Y). In the simultaneous test to test the hypothesis can be done in 2 ways, namely the first by looking at the value of significance (sig.), the hypothesis can be accepted if the
significance value (sig.) <0.05 and if sig> 0.05 then the hypothesis is rejected reject. Another way is to look at the comparison of the values of Fcount and Ftable, while if Fcount > Ftable then the hypothesis can be accepted. To
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find Fcount is by looking at the number of respondents in this study, which totaled 96 with 4 variables, so that df
= 96 – 4 = 92 and the significance value is 0.05, so the Ftable value is 2,
TABLE X
SIMULTANEOUS TEST RESULTS
Model Sum of Squares Df MeanSquare F Sig.
1 Regression 226,576 3 75,525 44,184 ,000a
residual 157,258 92 1,709
Total 383,833 95
a. Dependent Variable: Initial Trust
Can be seen in table X, sig. Amounting to 0.000 <0.05 with a calculated F value > F table which is equal to 44.184 > 2.702, which means the variables perceived ease of use, perceived security, and perceived satisfaction have a positive and significant influence on Initial Trust simultaneously, so it can be concluded that the
hypothesis H4 is accepted.
V. CONCLUSION
From the results of the analysis that has been carried out, researchers can draw several conclusions that perceived ease of use (X1) has a positive but not significant effect on customers' initial trust, this may be because the majority of respondents are in the age range of 18-26 years who are already familiar with developments existing technology, so that it can easily adapt to newly used application services. Perceived security has a positive and significant impact on customers' initial trust, therefore BRI must continue to upgrade the bank's system to make it even better so that customers can feel safe regarding savings funds and personal data. For perceived satisfaction also has a positive and significant influence on the customer's initial trust, seen from the results of the answers of many customers who choose the option to agree with statements related to customer satisfaction in using mobile banking. And simultaneously perceived ease of use, perceived security, and perceived satisfaction also have a positive and significant influence on customer initial trust with a contribution of 59% and the remaining 41% is influenced by other factors not examined in this study.
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