The Role of Trust in Influencing the Intention to Use the BYOND by BSI Application: A UTAUT Approach
Main Article Content
Dera Anggiana Ruspandi*
Digital transformation in banking has accelerated adoption of mobile banking services, including those by Islamic financial institutions in Indonesia. Following this trend, Bank Syariah Indonesia (BSI) launched the BYOND by BSI super application as central to its digital service modernization. However, a recent cybersecurity breach has significantly disrupted institutional credibility, with potential effects on users’ attitudes and digital banking behaviors. This study examines trust as a key determinant of behavioral intention to use the BYOND by BSI application, using the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) as its framework. A quantitative design was employed, with survey data collected from active users. The model includes performance expectancy, effort expectancy, social influence, price value, habit, trust, behavioral intention, and use behavior. Data were analyzed using Structural Equation Modelling–Partial Least Squares (SEM-PLS) to examine both direct relationships and mediating effects among the constructs. The findings show that performance expectancy, effort expectancy, social influence, price value, habit, and trust have significant positive effects on behavioral intention, which significantly predicts actual use behavior. Trust mediates the relationship between social influence and behavioral intention, while behavioral intention serves as a central pathway linking UTAUT2 antecedents to use behavior. These results provide both theoretical insight and practical guidance for digital strategy development in Islamic banking, particularly regarding trust recovery and technological legitimacy.
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