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.

本研究旨在分析印尼数字银行应用的用户接受度影响因素，并对比该国两家头部数字银行的用户采纳差异。本次研究的背景动因包括印尼民众数字金融素养偏低、数字银行行业竞争激烈，以及用户对数字银行应用的负面观感。本研究采用修正版统一技术接受与使用理论2（UTAUT2）模型，将数字金融素养（Digital Financial Literacy）、服务提供商信任度（Trust on Service Provider）与感知安全性（Perceived Security）纳入考量维度。与过往泛化研究数字银行应用的文献不同，本研究聚焦两家具体的数字银行品牌，以挖掘用户体验与用户采纳行为层面的差异。本研究通过兼具定性洞察视角的定量方法采集数据，并借助SmartPLS偏最小二乘结构方程模型（SmartPLS Structural Equation Modeling）开展数据分析。研究结果显示，便利条件（Facilitating Conditions）、使用习惯（Habit）与行为意向（Behavioral Intention）均对用户使用行为（Use Behavior）产生显著正向影响，而使用行为反过来又能提升两家银行用户的数字金融素养。其中一家银行的用户使用行为表现更强，而另一家则在便利条件、使用习惯、行为意向与数字金融素养维度上表现更优。上述结果表明，用户采纳行为模式由各数字银行应用的专属使用体验所塑造。本研究验证了UTAUT2模型在数字银行用户采纳场景下的适用性，并通过建立使用行为与数字金融素养间的关联拓展了该模型的应用范畴。本研究可为银行优化用户体验、提升应用性能与用户数字金融素养，进而促进用户采纳并改善经营业绩提供切实可行的实践指导。