EXPLORING FACTORS AFFECTING TRUST IN USE OF E-BANKING AMONG INDONESIAN GEN-Y

In line with technological developments, the interest of the community and customers in carrying out their financial transactions also changed. Customers prefer banking services electronically or digitally. Generation Y is the highest internet user group in Indonesia. With the potential number of smartphone users and internet users in Indonesia, several companies have begun to expand their business operations in the form of mobile to facilitate and adjust the needs of consumers with mobility, including in the banking industry. This study aims to determine what are the determinants that affect the Trust in the use of e-banking among Generation Y in Indonesia. The analysis technique used is SEM-PLS. In processing the data of e-banking users with age criteria of 21-40 years, researchers using WarpPLS 6.0 software. Based on the data obtained and processed, there are several factor in this research that is risk perceive significantly negative influence while social influences, task characteristic, and personal innovativeness has a significant positive effect. Furthermore, characteristic task is the biggest factor affecting the trust in using e-banking. This study has several limitations that can encourage further study. First, this research is still lacking in terms of the number of respondents and the distribution of questionnaires that represent per region in Indonesia. Second, this study model only explains trusts for using e-banking by 26%.

Generation Y is the highest group of internet users in Indonesia. Based on research data from (DailySocial.id, 2016), internet users in Indonesia today are 28.3% of people categorized as late adopters (40-59 years) and 69.3% are categorized as digital native or Y generation (21-40 year). Generation Y is a social generation driven by society to appreciate individual voice (Nielsen, 2016). The use of mobile phones is becoming a new paradigm by improving its applications from simply connectivity to lifestyle devices (Thakur & Srivastava, 2013). Given the potential number of smartphone users and internet users in Indonesia, several companies have begun to expand their mobile business operations to facilitate and customize consumer needs with mobility, including among the banking industry.
Previous research related to the use of e-banking used as the reference journal in this research is owned by Malaquias and Hwang (2016 ): An empirical study on trust in mobile banking: Computers in Human Behavior, Q1, 2016. Not many studies have empirically tested the factors affecting trust in the use of e-banking, and specifically no research has targeted the Generation Y segment in Indonesia, so this study intends to fill in the existing gap literature.

LITERATURE REVIEW
This study is intended to explore the use of e-Banking with respondents in Indonesia, especially among Generation Y. The model used in the research is obtained by considering several relevant factors that have been studied in previous research, among others: risk perception, task characteristic, personal innovativeness, and social influence.
Exploration of the determinants of factors that affect the Trust is one of the important things in the use of e-Banking. This is because the Trust itself is a catalyst in the relationship between buyers and sellers (Pavlou, 2003 ;Wang, Ngamsiriudom, & Hsieh, 2015 ). Ecommerce, including e-Banking, has high levels of uncertainty and perceived risk, which is why trust becomes an important factor for people to use ( Li & Yeh, 2010 ;Pavlou, 2003 ) . Major efforts are needed for e-Banking service providers to increase their client's trust. This is because trust has a big influence for a customer to perform banking transactions via e-Banking or not (Sugiantoro & Isharijadi, 2015 ). In the relationship between customer and e-Banking, if the trust does not exist, then there will be no adoption that leads to the absence of use of this technology (Zhou, 2012 ).
Development of Hypotheses. The main obstacles in the use of e-banking in Brazil are risk perception (Cruz, Barretto Filgueiras Neto, Munoz-Gallego, & Laukkanen, 2010 ). Risk perception is also the most important factor in China (Laforet & Li, 2005 ) as well as that factor has a significant relationship with the intention to use e-banking in Iran (Mohammadi, 2015 ). The use of e-banking is also significantly influenced by this construction (Yiu, Grant, & Edgar, 2007 ). Risk perception is a significant factor affecting trust Concerns about access to personal / financial information by unauthorized third parties lead customers to distrust online system security (Kim, Ferrin, & Rao, 2008). In the case of MB, a higher risk perception may lead people to avoid adoption, especially when we observe Sohail and Al-Jabri results (2014), suggesting that non-users perceive a higher risk level in MB compared to users of this technology. Al-Jabri and Sohail (2012) also found a negative effect of the perceived risk in mobile banking adoption. In addition, Al Gahtani (2011) and Liao et al. (2011) identifies that perceived risk has a negative effect on trust to conduct online transactions. In this way, we hypothesize that people who feel higher levels of risk in MB tend to feel less confident to adopt it. An information technology will have a positive effect on individual performance when this technology is useful, and when it presents matches the task it supports (Goodhue & Thompson, 1995). This reason considers a perspective on how new technologies can contribute to optimizing specific jobs (Oliveira et al., 2014). In this way, the technology fit model of the task indicates that not only the characteristics embedded in the given system will contribute to a higher evaluation by the user; the extent to which the system helps individuals in the needs of their duties also has a significant influence (Goodhue, 1995).
Characteristic of the task may affect the intention to use MB (Oliveira et al., 2014; Zhou et al., 2010) and trust. People who need to transfer money anytime and anywhere, who need to view their account balances and manage their accounts on time, tend to trust the technology to grow their activities. Somehow, they have to believe in technology to do their activities. Oliveira

METHODS OF RESEARCH
The research method using quantitative and data collection techniques is done by using online survey. The population target for this study is e-banking users. A total of 203 ebanking users domiciled in Indonesia participated in this study. But the respondents who meet the criteria in this study, namely the e-banking users with age between 21-40 years, were 173 respondents.
A total of 14 items of questionnaires were adopted from Malaquias and Hwang (2016 ). All items in table 1 have been modified and adapted to the conditions of users in Indonesia to facilitate the respondents in understanding the questions. Each item is measured using a Likert scale between 1 (strongly disagree) and 5 (agree). Age and gender are also included in the questionnaire as demographic questions.
All four determinants are risk perception, task characteristic, personal innovativeness and social influence acting as an independent variable. While trust acts as a dependent variable, the relationship of each variable is shown in the following research model: In testing the measurement model, where the correlation between latent variables and indicators tested according to latent variables, then tested the convergent validity, discriminant validity test, and reliability test. The convergent validity test is used to see the indication of the extent to which the assessment steps correlate with other steps that must be related. The convergent validity test is assessed for the measurement model based on the following criteria: (a) outer loadings for all items must exceed 0.70; (b) Average Variance Extracted (AVE) value exceeds 0.50. The measurement results can be seen in table 2. Table 2 above shows that outer loadings for all items > 0.70 as recommended by (Sholihin & Ratmono, 2013). The SI3 item from Social Influence (SI) has been removed from the data due to low loading (<0.70). Finally, AVE values for all constructs are greater than 0.50 as recommended by (Solimun et al., 2017). Thus, the convergent validity test is achieved. To test reliability, the items used as a benchmark for reliability test parameters are  Table 3, the discriminant validity test have been achieved because the square root of AVEs exceeds the corresponding AVEs intercorrelation.  Analysis Structural Model (Inner). Figure 2 shows the result of testing hypotheses is. Results show that 26% of the variations TRUST in using e-Banking is explained by Risk Perceived (RP), Task Characteristic (TC), Social Influence (SI) and Personal Innovativeness (PI) constructs.
It has been shown that this model applies in the context of usage e-banking. Trust to use e-banking was significantly positively influenced by TC (β = 0.28, p <0.01); SI (β = 0.19, p <0.01); and PI (β = 0.14, p <0.05), where the strongest determinant factor is Task Characteristic (TC). Furthermore, Risk Perceived significantly negatively affects the Trust (β = -0.23, p <0.01). Thus, H1, H2, H3 and H4 are supported.  Based on the application of the model, empirical evidence related to risk perception, task characteristic, personal innovativeness, all of which have an effect on trust in using ebanking among Generation Y in Indonesia. But the biggest factor is influenced by task characteristic and then followed by perceived risk.

CONCLUSION
Based on empirical results, TC is the most significant factor in influencing trust, followed by risk perceived, personal innovativeness and social influences. This study has some limitations that may encourage further study. First, this study is still lacking in terms of the number of respondents and distributing questionnaires representing per region in Indonesia. Further studies may consider a wider and more equitable distribution to the territory of Indonesia. Secondly, this study model only explains the trust to use e-banking by 26 %. Thus, it is necessary to add other undetermined determinants such as attitudes toward advertising; image of related bank; domicile of respondents (rural / urban) and others. From a managerial point of view, this study provides practical guidance to increase the knowledge of the factors that make e-banking acceptable and used by the community. This study proves that task characteristic has the greatest influence to public trust in using e-banking. This can be a first step for banks to target customers with characteristics that require mobility in managing and using financial transactions. Thus, e-banking service providers are always able to provide the best and innovative services for consumers who have different values with competitors.