Analyzing User Continuance Intention and Continuance Behavior of Wondr by BNI with UTAUT2 Model

Abstract

Digital transformation in the banking industry prompted BNI to launch Wondr by BNI in July 2024 as a replacement for its previous mobile banking app. Despite its advanced features, the application faces significant challenges in user adoption and receives user complaints regarding stability and functionality. This research aims to analyze the factors influencing the continuance intention and continuance behavior of Wondr by BNI users, utilizing the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) framework. A quantitative approach was employed through an online survey of 379 Wondr users. Data were analyzed using multiple linear regression and the PROCESS macro. The results show that Performance Expectancy, Social Influence, Price Value, and Habit have a positive and significant influence on Continuance Usage Intention (CUI). In turn, Continuance Usage Behavior (CUB) is significantly influenced by Continuance Usage Intention (CUI), Facilitating Conditions (FC), and Habit (HT). Age was also found to moderate the relationship between Hedonic Motivation and CUI. These findings provide managerial implications for BNI to encourage users to download and continue using the app by prioritizing application stability, implementing age-segmented strategies, offering more rewards and promos, adding Quick Actions / Do Again features on the home screen, introducing a Group feature, gamifying and segmenting marketing features for young users, providing clear micro-guidance, and enabling live chat customer service.