EXTENDING THE TECHNOLOGY ACCEPTANCE MODEL THROUGH TECHNO-EUSTRESS: A COMPREHENSIVE ANALYSIS OF DIGITAL TRANSFORMATION IN INDONESIAN BANKING

Abstract

Purpose – This study extends the Technology Acceptance Model (TAM) by introducing techno-eustress as a crucial mediating mechanism explaining how technology perceptions translate into work engagement. We examine both direct and indirect pathways through which perceived usefulness, perceived ease of use, supervisory support, and digital training satisfaction influence work engagement among millennial and Generation Z banking employees in Indonesia.

Design/methodology/approach – Using Partial Least Squares Structural Equation Modeling (PLS-SEM), we analyzed data from 307 banking employees. The study integrates TAM, UTAUT, and Job Demands-Resources (JD-R) theory to develop a comprehensive model testing 13 hypotheses including direct effects, indirect effects through techno-eustress, and mediation mechanisms.

Findings – Techno-eustress significantly mediates relationships between technology perceptions and work engagement. Perceived usefulness (β = 0.248, p < 0.001), perceived ease of use (β = 0.293, p < 0.001), and supervisory support (β = 0.300, p < 0.001) positively influence techno-eustress, which strongly drives work engagement (β = 0.320, p < 0.001). Direct effects on work engagement are significant for PU (β = 0.270, p < 0.001), PEOU (β = 0.188, p < 0.001), and SS (β = 0.212, p < 0.001). The model explains 25.3% of variance in techno-eustress and 38.7% in work engagement. Digital training satisfaction shows no significant effects.

Research implications – This study extends TAM beyond adoption behaviors to well-being outcomes through dual pathways. Technology acceptance factors predict usage and generate positive psychological states enhancing employee engagement through multiple mechanisms, addressing TAM's limited scope critiques.

Practical implications – Organizations should implement user-friendly technologies with clear performance benefits and ensure strong supervisory support during digital transformation. Techno-eustress's partial mediation suggests managers should frame technology challenges as growth opportunities while ensuring direct support pathways. Resources may be better invested in system design and leadership development than extensive formal training for younger employees.

Originality/value – This research introduces techno-eustress to TAM with a comprehensive 13-hypothesis model testing both direct and mediated effects, providing the missing link between technology perceptions and employee well-being. We demonstrate that technology stress can be positive and energizing when properly managed through multiple pathways.