Generational Differences in Mobile Banking User Experience: Moderated Mediation and Multi-group Analysis
Year: 2026
Type: article
Study design: Observational Study
Abstract: This study examines mobile banking acceptance by extending the Unified Theory of Acceptance and Use of Technology (UTAUT) framework with use experience as a mediating mechanism and generation as a potential boundary condition. A quantitative survey was conducted among mobile banking users in Southeast Sulawesi, an archipelagic region characterized by heterogeneous digital access. The model includes performance expectancy, effort expectancy, social influence, use experience, and behavioral intention. The results indicate that effort expectancy and social influence significantly predict both use experience and behavioral intention, whereas performance expectancy does not have a significant direct effect. Use experience is positively associated with behavioral intention and mediates the effects of effort expectancy and social influence. The interaction tests do not support generation as a moderator of the antecedents of use experience. Group-specific estimates nevertheless show different descriptive patterns: effort expectancy is especially prominent among Generation Z, whereas performance expectancy and social influence are more evident in the Generation X behavioral-intention model. These group patterns should be interpreted cautiously unless formal between-group difference tests establish statistically significant differences.
Institutions: STIE Enam Enam Kendari, Universitas Lakidende
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7204236172