Implementation of UTAUT and D&M Models for Success Assessment of Cashless System

Made Denny Oktariyana, Dodik Ariyanto, Ni Made Dwi Ratnadi


This study discusses the success of applying the Cashless System using the Unified Theory of Acceptance and Usage of Technology (UTAUT) model and the DeLone & McLean (D & M) model to assess human factors and technological factors in behavioral intention and influence them on individual performance. This study was designed to discuss the application of technology after the Cashless System was implemented for two years. The Cashless system is a special non-cash payment system for premium payment and insurance claims systems that used agents as payment agreements. Cashless systems are implemented based on the Financial Services Authority (OJK) and Bank of Indonesia Regulations (PBI) regulations concerning payment system services and consumer protection payment system services. The research location was chosen at AJB Bumiputera 1912 in Bali Province which was the first insurance company and invited in Indonesia. The research sample used purposive sampling with the criteria of all active users using the Cashless System, which is as many as 45 people. Data collection used a questionnaire distributed to 15 offices of AJB Bumiputera 1912 in Bali Province. Data analysis used Partial Least Square (PLS) with Structural Equation Modeling (SEM). The test results used the UTAUT model show that the performance of expectations, social influences apply positively to behavioral intentions of using the Cashless System. Expectations of effort were not applied to behavioral intentions of using the Cashless System. The test results used the D & M model that shows the information quality, the information systems quality, service quality that had positive effect on behavioral intention of using Cashless System. The intention of behavior of using the Cashless System has positive effect on individual performance.

Keywords: UTAUT, Delone & McLean, Cashless System

DOI: 10.7176/RJFA/10-12-16

Publication date:June 30th 2019

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