FOSTERING FINANCIAL INCLUSION: THE DETERMINANTS OF THE USERS BEHAVIOUR OF THE SMART ACT BRANCHLESS BANKING SERVICE
Supramono Supramono, Elsa Stefanie, Theresia Woro Damayanti
Universitas Kristen Satya Wacana, Salatiga, Indonesia
Abstract: The presence of Smart Act Branchless Banking Service (SABBS) in Indonesia is expected to be able to encourage people to have bank accounts and obtain banking services so that it can increase financial inclusion. The purpose of this study is to examine the determinants of the SABBS users’ behaviour based on Theory of Interpersonal Behaviour (TIB) and Technology Acceptance Model (TAM). Based on the integration of the two theories, 9 hypotheses can be formulated to be empirically tested. Based on the integration of the two theories, 9 hypotheses can be formulated. A sample of 200 respondents were obtained through a survey on the SABBS users and the data was analysed using Smart-PLS. The results show that: (1) perceived ease of use and perceived usefulness influence attitude towards SABBS; (2) attitude, social and affective factors have an influence on intention to use SABBS; (3) intention and habits influence the SABBS users’ behaviour. This study suggests that financial service authorities and the banking sector to increase financial inclusion must continue to foster public intentions to be willing to use SABBS. This can be done among others through structured and massive socialization about usefulness, easiness and security when using SABBS. This study also contributes, to reduce the research gap on the determinants of financial inclusion based on a behavioural approach.
Keywords: Financial inclusion, banking service, attitude, Intention, user behaviour
Supramono, S., Stefanie, E., and Damayanti, T. W., 2020. Fostering financial inclusion: the determinants of the users behaviour of the Smart Act Branchless banking service. Oradea Journal of Business and Economics, 5(2), pp. 20-30, https://doi.org/10.47535/1991ojbe108