Rahmiati Rahmiati, Perengki Susanto, Yasri Yasri, Muthia Roza Linda, Erly Mulyani
In this study, perceived risk is used as a moderator to evaluate the factors influencing mobile banking (m-banking) utilization in West Sumatra. We specifically investigated m-banking adoption using UTAUT2 variables—behavioral intention, effort expectation, and performance expectation. The risk may impede the user’s behavioral intention to utilize technology in a particular environment. Therefore, perceived risk may influence m-banking behavioral intentions. The data were gathered through an online survey involving 137 residents of West Sumatra who actively use mobile banking services. The variance-based technique (VBT) of structural model analysis with partial least squares (PLS) was used for the data analysis. The research findings exhibit that perceived risk does not moderate the link between performance and effort expectancy on behavioral intention. On the other hand, this study reveals a direct effect of performance and effort expectations on users’ behavioral intentions. The results also illustrate how user intention affects the user behavior of m-banking usage. The research’s findings imply that besides enhancing the features of mobile banking applications for consumer benefit, banks should communicate potential issues associated with mobile banking usage and provide solutions to address them. By doing so, perceived benefits can outweigh perceived risks, thereby not impeding consumers’ intention to utilize m-banking services. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2025.
Department of Management, Universitas Negeri Padang, Padang, Indonesia; Department of Accounting, Universitas Negeri Padang, Padang, Indonesia
