Integration of ECM-TAM in Influencing the Use of the BYOND by BSI Superapp
DOI:
https://doi.org/10.14421/g5kpyx31Keywords:
Continuance Intention, Actual Use, Perceived Usefulness, Satisfaction, Confirmation, Perceived Ease Of Use, ECM, TAM, SuperappAbstract
ABSTRACT
Purpose: This study examines the determinants of continuance intention and actual use of the BYOND by BSI superapp among Generation Z in Yogyakarta by integrating the Expectation Confirmation Model (ECM) and Technology Acceptance Model (TAM).
Design/methodology/approach: A quantitative approach was employed using survey data from Generation Z users. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test relationships among confirmation, perceived ease of use, perceived usefulness, satisfaction, continuance intention, and actual use.
Findings: Confirmation significantly influences perceived usefulness and satisfaction. Perceived ease of use affects perceived usefulness but not continuance intention. Perceived usefulness positively affects satisfaction and continuance intention, although the latter is modest. Satisfaction is the strongest predictor of continuance intention, which in turn drives actual use.
Theoretical Contribution/Originality: This study extends ECM and TAM in the context of Islamic banking superapps and identifies the diminishing role of perceived ease of use in post-adoption behavior.
Research limitation and implication: The study is limited to Generation Z in Yogyakarta and selected ECM-TAM constructs. The findings highlight the importance of system reliability, performance stability, and user satisfaction in sustaining usage.
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