Analysis of the Acceptance and Use of Mobile Banking Services Using the Unified Theory of Acceptance and Use of Technology (Case Study of Bank Jatim Pasuruan Branch)

The increase in smartphone users over the past 5 years has caused lifestyle changes, where customers are demanding cheaper, more effective and efficient banking services and transactions. One solution is through a mobile banking application. PT. Bank Pembangunan Daerah Jawa Timur Tbk (Bank Jatim) launched the Bank Jatim Mobile Banking application to facilitate customers making banking transactions via smartphones. Bank Jatim Mobile Banking received a positive response from customers as indicated by an increase in the number of users reaching 59.7%. Therefore, it is necessary to analyze the factors that drive customer acceptance in using Bank Jatim Mobile Banking services using the Extended The Unified Theory of Acceptance and Use of Technology (UTAUT2) model. This study aims to determine the effect of performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation