As digital banking expands rapidly across Indonesia, financial institutions are racing to adopt mobile-based services. Data shows a sharp increase in mobile banking users over recent years, alongside a significant decline in physical branch visits. However, despite this growth, many users do not consistently use digital banking apps after initial adoption. This gap between adoption and sustained use has become a key challenge for banks aiming to build long-term customer engagement.
The case of Bank Nagari illustrates this issue clearly. While the bank launched the Ollin application to support digital transactions such as transfers, bill payments, and e-wallet top-ups, user activity levels—especially in the Pariaman branch—remain relatively low compared to other regions. This suggests that technological availability alone does not guarantee continued usage.
Why This Research Matters
Understanding why users stop or continue using digital banking apps is crucial for the future of financial technology. Sustainable usage determines whether digital transformation efforts succeed or fail. Without consistent user engagement, even advanced digital systems risk becoming underutilized.
Fitri Yenti and Abror from Universitas Negeri Padang explored this issue by combining the UTAUT2 technology adoption model with additional factors such as perceived risk and digital literacy. Their research focuses on how these elements influence both intention and actual behavior in using mobile banking services.
How the Study Was Conducted
The study used a quantitative research design involving 221 Bank Nagari customers who had used the Ollin application. Data was collected through online questionnaires distributed via Google Forms.
To analyze the relationships between variables, the researchers applied Structural Equation Modeling (SEM-PLS), a statistical method that identifies patterns between user perceptions, intentions, and behaviors. The approach allowed the researchers to examine both direct and indirect effects among factors such as habit, perceived value, and digital literacy.
Key Findings
The results show a clear pattern: long-term usage is driven more by user experience and behavior than by system features.
Significant factors influencing continued usage intention:
- Price value (perceived benefit vs cost)
- Habit (routine use of the application)
- Digital literacy (user’s ability to use technology effectively)
Factors with no significant impact:
- Performance expectancy (perceived usefulness)
- Effort expectancy (ease of use)
- Social influence
- Facilitating conditions
- Hedonic motivation (enjoyment)
- Perceived risk
Factors influencing actual usage behavior:
- Continued usage intention
- Facilitating conditions
- Habit
The findings also confirm that continued usage intention acts as a key bridge between user perception and real behavior. In other words, users must first develop a strong intention before consistent usage becomes a habit.
A Shift in Digital Behavior
One of the most striking insights is that perceived risk is no longer a major concern. Users appear to trust the security of digital banking systems, meaning that concerns about privacy or transaction errors are not primary barriers.
Instead, the study highlights a behavioral shift:
- Users continue using apps because they are used to them, not because they are new or exciting
- Value and practicality outweigh technical sophistication
- Digital skills empower users to engage more confidently with financial technology
As Fitri Yenti from Universitas Negeri Padang explains, sustained usage depends on “the perceived value, habits, and digital capabilities of users rather than initial functional factors.”
Implications for Banks and Policymakers
The findings carry important implications for the future of digital banking in Indonesia and beyond.
For financial institutions:
- Focus on building user habits, not just launching new features
- Ensure users experience real, tangible benefits from the application
- Invest in digital literacy programs to help users navigate technology confidently
For policymakers and educators:
- Promote digital literacy as part of financial inclusion strategies
- Encourage collaboration between banks and educational institutions
- Support initiatives that improve user confidence in digital systems
For businesses:
- Understand that customer retention depends on user experience and routine integration
- Design applications that are not only functional but also easy to adopt into daily life
Broader Impact on Society
This research reinforces the idea that digital transformation is not purely technological—it is deeply human. The success of financial innovation depends on how well users can integrate technology into their daily routines.
Improving digital literacy can lead to:
- Greater financial inclusion
- Increased efficiency in transactions
- Stronger trust in digital ecosystems
At the same time, creating meaningful value for users ensures that digital platforms remain relevant and widely adopted.
Author Profiles
Fitri Yenti is a lecturer and researcher at Universitas Negeri Padang, specializing in consumer behavior, digital marketing, and financial technology adoption.
Abror is an academic at Universitas Negeri Padang with expertise in marketing management, technology adoption, and behavioral research in digital environments.
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