Impact of pandemic COVID-19 on the E-banking customer behavior: Case of Indonesia

This study aims to evaluate the factors affecting customers' acceptance and use of the internet and mobile banking during the COVID-19 pandemic. In Indonesia, the COVID-19 epidemic has encouraged residents to utilize other payment methods rather than cash, which easily spreading the virus. Internet and mobile banking are examples of technological innovations which can assist banking customers during the COVID-19 pandemic since it is safer, easier to access, and needs less human interaction. This paper utilizes a Unified Theory of Acceptance and Use of Technology (UTAUT) Model to assess consumers' intentions to use the internet and mobile banking. Previous research discussed the mobile banking adoption during the Covid-19 in various fields. Therefore, it is important to analyze the mobile banking intention and behavior in Indonesia. The data collected from questionnaires are used to evaluate the conceptual model, which shows the relationship between UTAUT constructs, performance expectancy, experience expectancy, and social influence. From 158 questionnaires with diverse demographic backgrounds gathered, we found that effort expectancy, performance expectancy, and social influence have a positive impact on the behavioral intention. Furthermore, it found that behavioral intention and facilitating conditions have influence on the using behavior. These results give a suggestion to both the banking industry and government to improve their mobile banking system to improve financial inclusion

UNDERSTANDING THE CONTINUANCE OF ELECTRONIC PAYMENTS USAGE AFTER COVID-19: A SURVEY IN INDONESIA

During the ongoing pandemic with elevated COVID-19 cases, efforts to minimize direct physical contact for virus prevention have been heightened. Consequently, there has been a strong emphasis on adopting non-cash transactions, particularly electronic payments. As the Indonesian government revoked the social restriction policy on December 30, 2022, people gradually resumed normal activities such as work, school, and shopping. The question arises whether the widespread adoption of electronic payments will persist after COVID-19. To understand this and the factors influencing the sustained use of electronic payments, this study utilized the UTAUT, Trust, and Perceived Security as the research model. The findings indicate that all 920 survey participants maintain their electronic payment usage after COVID-19. Through PLS-SEM analysis, key factors contributing to the sustained use of electronic payment after COVID-19 include the intention to use electronic payments, user trust, performance expectations, facilitating conditions, and perceived security. Additional variables proposed in this research, user trust and perceived security, are proven to have an influence on users' intentions to continue using electronic payments

The Intention to Use Mobile Payment during the Covid-19 Pandemic: The Mediating Role of Attitude

The Covid-19 pandemic requires individuals to maintain physical distance and this has affected buying and selling transactions where previously the majority used the cash payment system to switch to digital payments or mobile payments to maintain distance and reduce physical contact. This study aims to examine the effect of perceived usefulness and perceived ease of use on the intention to use mobile payment in Malang of Indonesia. This study also investigates the mediating role of attitude in explaining this relationship. The population in this study are individuals who adopted mobile payment services in Malang of East Java in Indonesia. The analytical tool used is Structural Equation Modeling (SEM). The findings of this research showed that perceived usefulness and perceived ease of use had a direct effect on attitudes, perceived usefulness, while perceived ease of use and attitudes also had a direct effect on the intention to use mobile payment. In addition, attitudes can mediate perceived usefulness and perceived ease of use on the intention of using mobile payments during the Covid-19 pandemic

INTENTION TO USE DIGITAL PAYMENT DURING THE COVID-19 PANDEMIC IN THE RURAL AREA

A cashless society and technical progress are now more widely accepted. The widespread covid-19 epidemic, which coincided with the creation of formal financial services globally, has significantly increased digital payment. Even in a pandemic, the use of digital payment may be discovered to be different if segregated by geography. There is a significant disparity in financial inclusion between urban and rural areas. This study will look at people's intentions to use digital payment during the covid-19 pandemic. This research will continue to learn about the intention to utilize digital payment in rural communities in West Java, Indonesia. This study is based on quantitative data. The survey was carried out using online questionnaires. The information was gathered from 225 digital payment consumers in rural West Java, Indonesia. SEM-PLS is used in this study. Statistical analysis software that works with SMART-PLS4. Our findings reveal that users in rural areas prefer digital payments due to performance expectations and social influence. People in rural areas do not use digital payments for health reasons, such as fears of contracting covid-19, as reflected by perceived severity and susceptibility. &nbsp

GENERATION Z CASHLESS PREFERENCES IN THE POST COVID-19 PANDEMIC ERA: IDENTIFYING THE CONTINUITY OF DIGITAL PAYMENT USAGE

This quantitative study aims to identify factors affecting the intention of continuity of digital payment use in Generation Z in the post-Covid-19 pandemic. Based on the concepts of ECM (Expectation Confirmation Model) and TAM (Technology Acceptance Model), perceived ease of use, usefulness, and satisfaction were selected as determining variables. Data were collected through questionnaires from 150 Generation Z respondents as digital payment users and tested based on the SEM-PLS technique using SmartPLS software version 4.0. This research has proven that perceived ease of use and satisfaction are the main factors for the continuance intention of digital payment use in Generation Z, especially in the post-Covid-19 pandemic. In contrast, perceived usefulness is not a significant predictor that affects the continuance intention of use. The results of this study are expected to contribute to the expansion of literacy and increase the development of digital payment systems to meet consumer needs in the current cashless era. Further research is needed in describing the continuance intention of digital payment use in Generation Z by adding more variables and increasing the sample to get better findings

Factors Affecting Switching Intention from Cash on Delivery to E-Payment Services in C2C E-Commerce Transactions: COVID-19, Transaction, and Technology Perspectives

During the COVID-19 pandemic, the application of e-payment has rapidly increased. However, e-payment has not been able to achieve a trustworthy level in e-commerce transactions. Thus, cash payment methods with Cash On Delivery (COD) services still dominate C2C e-commerce payment transactions in Indonesia. This study aims to investigate factors that affect users' switching intentions from COD to e-payment services. The research model was adopted by using the Push-Pull-Mooring framework, integrating perceived COVID-19 risk, technology acceptance, and transaction effort. Empirical research was conducted using data from 546 COD and e-payment users in Indonesia, with Structural Equation Modelling (SEM) being used to validate the model and analyze the hypotheses. The results indicate that switching intention from COD to e-payment is significantly influenced by pull factors in e-payment, which are economic benefits, performance expectancy, effort expectancy, and critical mass. There are also two mooring factors that significantly influence the switching intention from COD to e-payment, which are trust and perceived security and privacy. This study makes a significant contribution to the literature in terms of validating a theoretical framework that emphasizes factors that influence user switching intentions from COD to e-payment in the context of the COVID-19 pandemic. This research can be a reference for Indonesian payment system regulators and e-payment service providers in formulating regulations and strategies to accelerate the spread of digital transactions in Indonesia. Doi: 10.28991/esj-2022-SPER-010 Full Text: PD

Factors Influencing Consumer Acceptance of Mobile Payment during the COVID-19 Pandemic & Usage Continuance Intent: A Quantitative Study

The presence of COVID-19 has transformed the business sector’s paradigm and prompted a speedy consumption of mobile payment software systems of diverse ranges. Corporate sectors and businesses across the globe brought a shift to offer mobile payment methods; consequently, consumers were urged to maximize the use of mobile payment throughout the pandemic. The present research aims to investigate the factors that might influence consumers' intent to accept mobile payments and their relationships during COVID-19. The technology adoption model and the unified theory of acceptance and use of technology were employed in this proposed mobile payment adoption framework. A quantitative research approach was identified as a suitable method for this research. An online survey was administered, and 304 participants responded to the questionnaire. The results of the data analysis revealed statistically significant relationships and a positive impact of the factors perceived performance, social influence, consumers’ satisfaction, and perceived usefulness on consumers’ usage continuation intention. However, the results identified that factors such as transaction risk didn’t affect perceived usefulness, and financial transaction transparency didn’t affect consumers’ usage intention. This study makes a substantial contribution to the consumers’ technology acceptance literature in terms of validating a proposed theoretical framework that highlights the factors that influence consumers’ mobile payment usage intentions. As this study was conducted at a later stage of the COVID-19 pandemic, it adds value to the existing literature by providing insights to business managers on the factors influencing mobile payment usage. Considering the practical perspective, this study offers evidence of the essential elements that mobile payment service designers and marketers should consider. Doi: 10.28991/ESJ-2023-07-05-07 Full Text: PD

WILL CASHLESS PAYMENT BECOME CONSUMER'S TRANSACTION HABIT IN THE "NEW NORMAL" ERA?

The purpose of this study was to find out whether or not new habit, cashless transaction, would still be used after the Covid-19 pandemic or in the new normal era, considering that this was a situational or temporary factor.  The population of this research was individual consumers who were currently more likely to have higher intensity in cashless transactions than they did before the pandemic. This research was a study conducted during the Covid-19 pandemic in Indonesian society by examining the effect of perceived security, perceived risk, facilitating condition, Self-Efficacy of trust in online payments, and the use of cashless on Usage Continuance intention. The results of this study with 594 tested samples were two insignificant correlations. They were perceived risk toward trust in online payments and self-efficacy on usage continuance intention. These findings could support a wide range of stakeholders - both first movers/ pioneers and newcomers to the e-money segment, as the information about promotion and selection of the right market for their products

The Effect of the COVID-19 Pandemic and Utaut2 in Adopting Mobile Banking at Jakarta

In today's modern era, technology is growing rapidly, especially in the digital banking sector, including mobile banking. Coupled with the COVID-19 pandemic, which has limited public activities such school from home, make increased in digital transactions.  The purpose of this study was to determine and analyze the factors that influence the Behavioral Intention of DKI Jakarta private students in using mobile banking using the development of the UTAUT2 model. The development of the UTAUT2 model was by adding the Covid-19 pandemic perception variable in the use of mobile banking as an influencing variable. This research used multiple regression analysis method with the help of SPSS ver. 26.0. The sampling technique was purposive sampling with criteria students from private universities that resided at Jakarta and were using mobile banking. Questionnaires were distributed in the first week of April 2021 by online using Google Form.  There were 102 respondents that fit the criteria from 114 students. Two factors from model Utaut2 influnced significantly, which were hedonic motivation and habit. The other result was the COVID-19 pandemic has proven as a significant nexus on the behavioral intention of using mobile banking.

DETERMINANTS OF INTENTION TO USE ISLAMIC FINTECH DURING COVID-19 PANDEMIC

Islamic fintech Intention has been growing rapidly in Indonesia in rencent years and drawing attention among practitioners, government, and academics. This study intents to investigate determinant of intention to use Islamic Fintech. Fintech has been regarded as a game changer in terms of bringing finances to those who lack access through information technology and the digital financial landscape. Data in this research was acquired using online questionnaires. There were collected from November 2022 to March 2023 and distributed online to survey 396 Islamic Fintech Users. Hypothesis testing in this study used structural equation modeling on partial least square approach the result revealed those variable of effort expectancy, social influence, government support, perceived ease of use, and perceived usefulness were significant and positively influence on intention to use. Moreover, fear of COVID-19 was negatively significant and moderates perceived risk on dependent variable. Limitation of this study only cover Islamic fintech service peer-peer to lending in Indonesia.Teknologi keuangan Islam Intention telah berkembang pesat di Indonesia dalam beberapa tahun terakhir dan menarik perhatian praktisi, pemerintah, dan akademisi. Penelitian ini bertujuan untuk menyelidiki faktor penentu niat untuk menggunakan Teknologi Keuangan Islam. Fintech telah dianggap sebagai perubahan paradigma dalam membawa layanan keuangan kepada mereka yang kekurangan akses melalui teknologi informasi dan lanskap keuangan digital dan data dalam penelitian ini diperoleh dengan menggunakan kuesioner online. Data dikumpulkan dari November 2022 hingga Maret 2023 dan disebarluaskan secara online kepada 396 pengguna Teknologi Keuangan Islam. Pengujian hipotesis dalam penelitian ini menggunakan pemodelan persamaan struktural dengan pendekatan partial least square. Hasilnya menunjukkan bahwa variabel harapan usaha, pengaruh sosial, dukungan pemerintah, persepsi kemudahan penggunaan, dan persepsi manfaat signifikan dan berpengaruh positif terhadap niat penggunaan. Selain itu, ketakutan terhadap COVID-19 signifikan secara negatif dan memoderasi risiko yang dirasakan pada variabel terikat. Keterbatasan penelitian ini hanya mencakup layanan Teknologi Keuangan Islam berupa peer-to-peer lending di Indonesia