EVALUATING THE IMPLEMENTATION OF BCA MOBILE BANKING USING HOT-Fit MODEL
2020
Hartanto M. | Permana G.P.L.
BCA Mobile Banking, well-known as BCA Mobile has become a valuable tool for conducting financial transactions and for obtaining financial information. Apart from the potential benefits of BCA Mobile Banking, its adoption remains a challenge because traditional transactions through BCA branch offices, visiting ATMs, and the use of internet banking are more dominant among Indonesian people. The purpose of this study is to evaluate the implementation of BCA Mobile Banking and its net benefits for individuals in Denpasar, Bali using the Human Organization Technology Fit (HOT-Fit) Model. Data were collected from 70 respondents in the Denpasar area, Bali, Indonesia. Data were analyzed using the Partial Least Squares (PLS) method, a statistical analysis technique based on Structural Equation Modelling (SEM). This study found that system quality, information quality, and service quality have a significant positive impact on system use and user satisfaction for using BCA Mobile Banking. In addition, system use, user satisfaction and organization structure have a significant positive impact on net benefits. The findings of this study can be used by other banks that have mobile banking products to maximize the adoption of the use of mobile banking and support the creation of a cashless society in Indonesia.
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