What Drives Customer Adoption of BYOND BSI? Evidence from Islamic Digital Banking

Abstract

BSI KCP Surabaya Klampis uses the Byond application as a digital mobile banking innovation to facilitate customer transactions. However, the adoption rate of the Byond application is still relatively low compared to the total number of BSI customers. This study aims to analyze the influence of perceived usefulness, perceived ease of use, perceived risk, and trust on customers decisions to use the Byond application. This study used a quantitative approach with a sample of 100 respondents selected through accidental sampling. Data were collected through questionnaires and analyzed using multiple linear regression, validity tests, reliability tests, and classical assumption tests. The results show that perceived usefulness and perceived ease of use have a positive and significant effect on customers’ decisions to use the Byond application. Meanwhile, perceived risk and trust do not have a significant effect. Simultaneously, all variables influence customer decisions with a coefficient of determination value of 78.8%. Perceived usefulness and perceived ease of use are the significant direct predictors of customers’ decisions to use the Byond application, whereas perceived risk and trust are not statistically significant in this sample. Therefore, Bank Syariah Indonesia should prioritize improvements that increase functional usefulness, transaction efficiency, and ease of navigation, while maintaining security and reliability as essential service standards.