DETERMINANTS OF INTENTION AMONG GEN Z IN BENGKULU CITY TOWARDS USING CASH WITHDRAWAL FEATURE

Abstract

This study aims to examine the direct effects of the independent variables of perceived usefulness, perceived ease of use, perceived security, and customer trust on the dependent variable of the intention to use the cardless cash withdrawal feature through mobile banking services. This study applies the Technology Acceptance Model (TAM) extended with two additional variables: perceived security and customer trust, tested on Generation-Z users of the cardless cash withdrawal, living in Bengkulu City. The samples included 100 respondents according to predetermined criteria, selected through purposive sampling. The results of the Structural Equation Modeling analysis exhibit that perceived usefulness and perceived security have a significant positive effect on the intention to use the cardless cash withdrawal feature while perceived ease of use and customer trust have no effect on the intention to use the cardless cash withdrawal feature.