Adoption Whatsapp Application In Banking Industry: The Role of Available Information, Trust and Perceived Usefulness

The use of social media is a strategic channel for banking as a form of digital-based service transformation. Customers use the WhatsApp application to facilitate communication and exchange information in an easy, convenient, practical, and safe manner. This study aims to analyze the availability of information, trust, and perceived usefulness of the adoption of the WhatsApp application. A total of 400 banking customers who have communicated by the WhatsApp application were selected as research samples. Data analysis using PLS-SEM and the results are all accepted hypotheses. The availability of information, trust, and perceived benefits can encourage customers to continue using the WhatsApp application as a communication tool with banking institutions.