The Effect of Trust on Behavioral Intention and its Impact on Behavior to use in Users of the Blu by BCA Digital Application in the City of Bandung

Abstract

The advancement of digital technology has driven the adoption of mobile banking applications such as blu by BCA Digital as practical and efficient tools for financial transactions. However, the successful use of these applications is heavily influenced by user trust, which in turn shapes behavioral intention and actual usage behavior. This study aims to analyze the influence of trust on behavioral intention and its subsequent impact on usage behavior among users of the blu by BCA Digital application in Bandung, drawing upon the frameworks of the Theory of Reasoned Action (TRA) and the Technology Acceptance Model (TAM). A quantitative research method employing descriptive and verificative approaches was utilized. Data were collected via Likert-scale questionnaires distributed to 150 respondents selected through non-probability, purposive sampling, and subsequently analyzed using Partial Least Squares Structural Equation Modeling (SEM-PLS) with SmartPLS 4 software. The results indicate that trust has a positive and significant effect on both behavioral intention and usage behavior, while behavioral intention also positively and significantly influences usage behavior. Furthermore, behavioral intention was found to partially mediate the effect of trust on usage behavior. Consequently, enhancing user trust emerges as a key factor in fostering the intention to use and the actual usage of the blu by BCA Digital application on a sustained basis.