Comparative Analysis of Adoption Factors in Digital Bank Apps: A Modified UTAUT 2 Approach to Two Prominent Banks in Indonesia

This study factors influencing user acceptance of digital bank apps and compares adoption between two leading digital banks in Indonesia, driven by Indonesia's low digital financial literacy, fierce competition among digital banks, and negative sentiment of digital bank apps. Utilizing a modified UTAUT2 model, the study incorporates Digital Financial Literacy, Trust on Service Provider, and Perceived Security. Unlike prior studies that examine digital banking apps broadly, this study evaluates two specific brands in order to identify variations in user experiences and adoption. Data were collected through quantitative methods with qualitative insights, and analyzed using SmartPLS Structural Equation Modeling. Results show that Facilitating Conditions, Habit, and Behavioral Intention influence Use Behavior, which in turn improves Digital Financial Literacy for both banks. One bank exhibited stronger Use Behavior, while the other outperformed in Facilitating Conditions, Habit, Behavioral Intention, and Digital Financial Literacy. These results imply that adoption patterns are shaped by app-specific experiences. The study validates the UTAUT2 model in the digital bank adoption context and extends it by linking Use Behavior with Digital Financial Literacy. It offers practical guidance to improve user experience, app performance, and financial literacy to boost adoption and financial results.