The Effects of Factors in Modified UTAUT on Millennial Generation Customer Satisfaction

DOI

10.2991/aebmr.k.210831.079How to use a DOI?

Keywords

UTAUT, customer satisfaction, performance expectancy, effort expectancy, social influence

Abstract

Today’s consumers are more thorough and selective before making a purchase. Today’s consumer behavior is more “demanding “ and quickly moved to other providers because they can easily make comparisons from the internet. Modified Unified Theory of Acceptance and Use of Technology (UTAUT) is the key to competing with other competitors. The purpose of this study is to determine the effect of perceived value on customer satisfaction. The results of this study together and support previous research in all studies found that Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI), Facilitating Conditions (FC), and Behavioral Intention (BI) affect Customer Satisfaction. This type of research is causal using quantitative research. Empirical data was collected through a questionnaire given to the Bank BJB Branch Office users in Suci (BJB Digi) mobile banking service. This research uses SEM-Smart PLS analysis.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Agus Kurniawan
AU  - Agus Rahayu
AU  - Lili Adi Wibowo
AU  - Heny Hendrayati
PY  - 2021
DA  - 2021/09/02
TI  - The Effects of Factors in Modified UTAUT on Millennial Generation Customer Satisfaction
BT  - Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020)
PB  - Atlantis Press
SP  - 398
EP  - 401
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210831.079
DO  - 10.2991/aebmr.k.210831.079
ID  - Kurniawan2021
ER  -