Analysis Customer Perceptions on the Acceptances of Mobile Banking-Based Services in Banking Sectors Using an Approach of Technology Acceptance Model (TAM)

Abstract

Technological developments require all business industries to be able to quickly adapt to technology, especially in the banking sector. This study aims to measure customer perceptions of using Mobile Banking application services in the banking sector using TAM. TAM is a model used to predict the acceptance of newly implemented technology. The case study in this study is customers at state-owned banking companies at PT X and PT Y in Malang City. This research uses quantitative descriptive research methods. The results of this study are expected to provide information on customer needs so that companies can maintain and improve their service quality.