The Influence of Trust, Perceived Ease of Use, Perceived Usefulness and Social Influence on Decisions to Use Mobile Banking: Study on Customer of Bank BCA KCU Pondok Indah, Indonesia

Abstract

This study is aimed to analyze the factors that influence the Decision to Use mobile banking services. The independent variables are formulated based on the preliminary survey and the results previous researches, covering: trust, perceived ease of use, perceived usefulness and social influence. This study uses SEM data analysis techniques and PLS is used to maintain the data processing. The population of this study are costumers having used mobile banking services at Bank BCA KCU Pondok Indah. The sample size of this study is 200 respondents applying Hair formula. The purposive sampling technique is applied in this study to in order to select the respondents. The results show that each one of trust, perceived ease of use, and perceived usefulness has a positive and significant influence on the decision to use mobile banking services. Meanwhile, the social influence has no insignificant influence on the decision to use mobile banking services. The managerial recommendations to increase the decision to use mobile banking services are: to increase the users' privacy, to increase the users' proficiency, to increase the efficiency of the system that the users are able to use it at any time and at any place, as well as to increase the users' recommendation for others to use the system.