1. Home
  2. Vol 8, No 3 (2024)
  3. Wiyanti

Consumer Behavior In Digital Banking Among Gen Z In Surabaya

Fiana Dwi Wiyanti, Zumrotul Fitriyah, Wilma Cordelia Izaak

Abstract


The development of technology is an essential part of various aspects of life, including the economy. This also encouraged the transition from using physical to digital payment, which has positively impacted the banking industry. BLU by BCA Digital is a digital bank to answer necessity of digital era. That makes ease of use perception a crucial aspect, with contribution from BLU by BCA Digital’s brand image as part of the BCA Group. This research examines the contribution of perceived ease of use on the intention to use through brand image as an intervening variable of BLU by BCA Digital in Surabaya. By using quantitative and statistical data analysis descriptive with SEM-PLS, this research is limited to the research population, which is M-BCA customers in Surabaya. The sample in this study is 100 M-BCA customers aged 17-27 years who are part of Generation Z and familiar with BLU by BCA Digital. The results show that Perceived Ease Of Use (X) and Brand Image (Z) have a contribution to Intention To Use (Y), Perceived Ease Of Use (X) has a contribution to Brand Image (Z), and Brand Image (Z) able to strengthen the contribution in the midst of Perceived Ease Of Use (X) and Intention To Use (Y) BLU by BCA Digital in Surabaya as an indirect effect.

Keywords


brand image; intention to use; perceived ease of use

References


Agustian Wardana, A., Purwo Saputro, E., Wahyuddin, M., & Idris Abas, N. (2022). The Effect of Convenience, Perceived Ease of Use, and Perceived Usefulness on Intention to Use E- Wallet (Empirical Study on Generation Z in Surakarta)

Alfani, DS, Yuniarto, A., & Handrito, (2023). The Effect Of Perceived Ease Of Use On Intention To Use On Bank Syariah Indonesia Mobile Banking Users Is Mediated By E-Trust And Religiosity As Moderators. International Journal of Economics, Business, Accounting, Agriculture Management and Sharia Administration

Arif, G., & Sulaiman, R. (2023). Integration of AHP-TOPSIS Methods in Improving Digital Banking in Indonesia. Scientific Journal of Mathematics.

Aristio, A.P., Al Farisi Iskandar, M., Mudjahidin, Ramadhansyah, A.P., Supardi, S., Utomo, GP, & Parahita, A.N. (2021). The Intention Of Using Mobile Ticketing In Online Travel Agent. Procedia Computer Science, 197, 273–281. https://doi.org/10.1016/j.procs.2021.12.141

Azizah, S., Ika, N., Wardhani, K., Pembangunan, U., Veteran, N. ", & Timur, J. (2023). The Influence Of Brand Image And Brand Trust On Buying Interest In Bukalapak E- Commerce In Surabaya The Influence Of Brand Image And Brand Trust On Purchase Interest In E- Commerce Bukalapak In Surabaya.

Ballo, JB, Estandian, VCA, Padual, SRM, Torres, RD, German, JD, & Perwira Redi, AAN (2024). Assessing Digital Bank Preferences in the Philippines: An Application of Analytics Hierarchy Process. Procedia Computer Science, 234, 1553–1560. https://doi.org/10.1016/j.procs.2024.03.157

Chen, L., & Aklikokou, A. K. (2020). Determinants of E- government Adoption: Testing the Mediating Effects of Perceived Usefulness and Perceived Ease of Use. International Journal of Public Administration, (10), 850–865. https://doi.org/10.1080/01900692.2019.1660989

Chen, L., Halepoto, H., Liu, C., Kumari, N., Yan, X., Du, Q., & Memon, H. (2021). Relationships Analysis among Apparel Brand Image, Self-Congruity, and Consumers ' Purchase Intention. Sustainability (Switzerland), https://doi.org/10.3390/su132212770

Fahmi, I. (2021). Factors Affecting Customer Satisfaction: Brand Image, Location and Product Quality. https://doi.org/10.31933/jemsi.v2i

Gideon, DS, & M. (2021). The Influence of Perceived Ease of Use, Perceived Usefulness and Effort Expectancy with Intention to Use as an Intervening Variable on Use Behavior Mobile Banking : Study at Bank BNI in DKI Jakarta, Indonesia. The International Journal of Business & Management, 9 (1). https://doi.org/10.24940/theijbm/2021/v9/i1/bm2101-040

Kurnia, RA, & Tandijaya, NB (2023). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. Journal of Marketing Management, 17 (1).

Liyono, A. (2022). Influence of Brand Image, Electronic Word Of Mouth (E- Wom) and Price on Purchase Decision of Crystalline Gallon Drinking Water Products at PT. Pancaran Kasih Abadi.

Naufaldi, I., & Tjokrosaputro, M. (2020). The Influence of Perceived Ease Of Use, Perceived Usefulness, and Trust in Intention To Use.

Nugroho, AP, Zed, EZ, & Syakila, F. (2023). To Use Digital Bank: Role Of Perceived Ease Of Use, Customer Knowledge, Service Quality, And System Security. Journal of Economics, 12 (01). http://ejournal.seaninstitute.or.id/index.php/Ekonomi

Rahayu, S., Utomo, B., & Kustiningsih, N. (2022). The Impact Of Electronic Word Of Mouth (E-wom), Ease Of Use, Trust And Brand Images To Purchase Intention On Tokopedia: Evidence From Indonesia. International Journal of Engineering Technologies and Management Research, 9 (5), 77–89. https://doi.org/10.29121/ijetmr.v9.i5.2022.1163

Ramli, Y., & Rahmawati, M. (2020). The Effect of Perceived Ease of Use and Perceived Usefulness that Influence Customer's Intention to Use Mobile Banking Application. 22, 33–42. https://doi.org/10.9790/487X-2206113342

Rapidah, S., Ali, O., Nur, W., Marzuki, KW, Shafini, N., Said, M., Maizan, S., Manaf, A., & Adenan, D. (2020). Perceived Ease of Use and Trust Towards Intention to Use Online Banking in Malaysia. Jurnal Intelek, 15 (1). https://doi.org/10.24191/ji.v15i1.7486

Reepu, & Arora, R. (2022). The Effect of Perceived Risk on Intention to Use Online Banking. Universal Journal of Accounting and Finance, 10 (1), 62–71. https://doi.org/10.13189/ujaf.2022.100107

Sudarso, & Yusuf, H. (2024). Philosophical Basis of Digital Bank Transaction Law in Indonesia. 3.

Wadjdi, F., & Djamin. Z. (2021). The Relationship between E-Service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance Mediating by Brand Image. Asian Journal of Economics, Business and Accounting, 9–19. https://doi.org/10.9734/ajeba/2021/v21i430367

Wardani, NI, Izaak, WC, & Hardiyani, L. (2020). Analysis Of Consumer Perception Levels On Intention In Using E-Money. http://www.ejournal.pelitaindonesia.ac.id/ojs32/index.php/PROCURATIO/index

Windasari, NA, Kusumawati, N., Larasati, N., & Amelia, RP (2022). Digital- only Banking Experience: Insights From Gen Y and Gen Z. Journal of Innovation and Knowledge, 7 (2). https://doi.org/10.1016/j.jik.2022.100170

Yusvianto, A., & Hapsari, R. (2024). Factors influencing e- servicescape on continuity intention: a case study of Blue by BCA digital in Indonesia. International Journal of Research in Business and Social Science (2147- 4478), 13 (2), 435–445. https://doi.org/10.20525/ijrbs.v13i2.3233

(2024). Databoks. Website. [Online]. Available: https://databoks.katadata.co.id/

(2025). Data Indonesia. website. [Online]. Available: https://dataindonesia.id/


Full Text: PDF

DOI: 10.33751/jhss.v8i3..10849

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.