Are the Millennial Banking Customers Willing to Use Digital Banking? A Case from Indonesia

Abstract :

This study aims to determine and analyze the factors that influence the intention of millennial?banking customers to use digital banking services by involving conventional banking customers and?Islamic banking customers. This research was conducted using a survey method through a?questionnaire with a Likert scale of 5 categories in which all statements in the questionnaire were?arranged according to the extended UTAUT (Unified Theory of Acceptance and Use of Technology)?framework by adding innovativeness, trust, and security variables to adjust the context of the use of?digital banking services. In addition, this study also used a dummy variable gender. This study?involved 234 respondents consisting of conventional and Islamic banking customers aged 19-39 years?and had never used digital banking services. The sampling technique used was non-probability?sampling with the type of purposive sampling. Data collected through a questionnaire were then?analyzed using multiple linear regressions. The result show that performance expectancy,?innovativeness, trust and security provide significant effects on the intention of millennial banking?customers to use digital banking. However, gender differences, effort expectancy, social influence and?facilitating condition did not play salient role in affecting the
millennial banking customer's intention to use digital baking.