Resistant to Technology and Digital Banking Behavior Among Jakarta's Generation Z

Abstract

When sophisticated technology is integrated into digital banking services with the goal of providing customers with an easy, fast, safe, and enjoyable experience, then details about customer behavior when receiving services are based on this sophisticated technology. Therefore, the goal of this study is to investigate how ease of use, usefulness, security, and self-efficacy affect resistance to technology or behavior when using digital banks among Jakarta's generation Z. In this quantitative study, partial least-square structural equation modeling (PLS-SEM) is used. Specifically, SmartPLS 3.0 is used to analyze the data collected from 157 participants. According to the findings of this study, participants consider the factor of resistance to digital banking technology to be more important than the impact on usage behavior. Issues related to security are also an important factor for customers when using technology such as digital banking services. Notably, the limitation of this research is that it does not use aspects of the technology used in each digital banking service. Furthermore, comparing users from different generations can help to improve the findings of this study.