A new normal has been established as a result of the effects of the COVID-19 pandemic on social behavior, technology, and business. This has a significant effect on how technology is used, such as mobile banking services, which offer more hygienic and secure payment alternatives than cash. Mobile banking has been viewed as having the ability to enhance access to unbanked customers in developing economies such as Indonesia, where 100 million people remain unbanked. This study aims to develop strategies using importance-performance analysis (IPA) to improve adoption based on the perceived importance and performance of 1441 mobile banking users during the COVID-19 pandemic. Data were collected using an online questionnaire administered during the period of September 2022 to March 2023 using the mobile banking adoption attributes of Attitude, Perceived Usefulness, Perceived Ease of Use, Compatibility, Subjective Norm, Interpersonal Influence, External Influence, Perceived Behavior Control, facilitating conditions, self-efficacy, firm reputation, trust, disease risk, performance risk, financial risk, privacy risk, time risk, psychological risk, and perceived risk. IPA results were divided into four quadrants: “concentrate here”, “keep up the good work”, “low priority”, and “possible overkill” with a representation that respondents regard as important and well-addressed. The findings show that bank strategists seeking competitive advantage must push innovation efforts to protect users by improving privacy risk and financial risk and enhancing mobile banking security from potential cyberattacks. Digital banks and associated institutions need to educate mobile banking customers on the benefits of security measures for these services, which may improve confidence and trust, and consequently, accelerate mobile banking adoption.

中文翻译：

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调查印度尼西亚手机银行用户的偏好属性以制定手机银行采用策略

由于 COVID-19 大流行对社会行为、技术和商业的影响，已经建立了一种新常态。这对技术的使用方式产生了重大影响，例如移动银行服务，它提供了比现金更卫生、更安全的支付选择。移动银行被认为能够帮助印度尼西亚等发展中经济体的无银行账户客户，该国仍有 1 亿人没有银行账户。本研究旨在根据 1441 名移动银行用户在 COVID-19 大流行期间的重要性和表现的认知，制定使用重要性绩效分析 (IPA) 的策略，以提高采用率。数据通过 2022 年 9 月至 2023 年 3 月期间进行的在线调查问卷收集，使用移动银行采用属性，包括态度、感知有用性、感知易用性、兼容性、主观规范、人际影响、外部影响、感知行为控制、促进条件、自我效能、公司声誉、信任、疾病风险、绩效风险、财务风险、隐私风险、时间风险、心理风险和感知风险。IPA 结果分为四个象限：“集中精力”、“继续做好工作”、“低优先级”和“可能过度杀伤”，受访者认为这些表示很重要且得到了很好的解决。调查结果表明，寻求竞争优势的银行战略家必须推动创新工作，通过改善隐私风险和财务风险以及增强移动银行安全性免受潜在网络攻击来保护用户。数字银行和相关机构需要让移动银行客户了解这些服务的安全措施的好处，这可能会提高信心和信任，从而加速移动银行的采用。