Determinants of Indonesians’ behavior to use financial services

Based on the Theory of Planned Behavior, this research intends to determine and validate empirically the factors affecting individuals’ willingness and actual behavior towards the use of financial services when purchasing vehicles. Data collection was conducted through a survey whereby responses were obtained through questionnaires that were circulated through Google Forms. To make sure that the respondents fit the criteria set by the research, purposive sampling method was adopted, with only those who were Indonesians having used financial services to purchase vehicles at least once in the last two years being chosen as the participants. Within three months of collecting the responses, 197 were obtained, and the analysis of the data was done through PLS-SEM. It is revealed that all four hypothesized variables, that is, attitude, corporate reputation, subjective norms, and perceived behavioral control, significantly affect positively both customers’ willingness to use the financial service and their actual behavior. It can be concluded from the findings that apart from the evaluation made by individuals concerning the leasing service and its credibility, their ability to fulfill the financial and process requirements affect positively both their intention and behavior.