Examining Factors of Mobile Banking Experience and Trust on Intention to Use among Gen Y and Gen Z

The objective of this study is to examine the factors affecting mobile banking experience and trust on intention to use among Gen Y and Gen Z. This study uses a quantitative approach through the use of primary data, namely a questionnaire. The total sample of respondents is 217 people distributed in Indonesia, specifically Gen Y and Z. The analysis technique used in this study is the structural equation model using the statistical tool Smart PLS. The results show that the variables economic value, ease of use, social influence, firm reputation, promotion, curiosity, reward, and trust did not significantly affect the intention to use. Nevertheless, the feature variable has a significant effect on the intention to use with an R-square of 93.3%. Banking should prioritize enhancing mobile banking features. For Gen Y and Z, a positive user experience is key to increasing their usage intention.