The Determinants of Consumer Trust in Digital Banking Transaction Services: A Case Study of Livin’ by Mandiri Users in Gen Z

Astrie Krisnawati () and Annisa Aulia Rahmani
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Astrie Krisnawati: Telkom University, School of Economics & Business
Annisa Aulia Rahmani: Telkom University, School of Economics & Business

A chapter in Proceedings of the International Conference on Sustainable Collaboration in Business, Technology, Information, and Innovation (SCBTII 2023), 2023, pp 34-46 from Springer

Abstract: Abstract There is a high potential for digital use, which the Z generation group dominates. Changes in people’s behavior encourage the digitization of mobile banking digital transaction services. However, there is also the risk of fraud due to these changes, so service providers and regulators must pay attention to using safe digital banking transaction services to build trust in service users. This study aims to determine the effect of security, customer service, website information, and consumer protection on consumer trust in digital banking transaction services. The consumer protection regulations of Bank Indonesia are a reference for research to supervise service providers and balance the position between service providers and consumers. This study used quantitative data collection techniques to survey 400 Generation Z respondents using Livin’ by Mandiri mobile banking. The data were analyzed using descriptive analysis and multiple linear regression analysis. The study found that security, customer service, website information, and consumer protection positively and significantly impacted Generation Z’s consumer trust simultaneously and partially. The results of this research are to be a consideration for providers to increase consumer trust in the services offered, then for regulators to make appropriate policies to provide benefits and protection for providers and consumers; besides that, there is an expectation to enhance public finance literacy for understanding in making transactions wisely.

Keywords: digital finance; consumer protection; trust (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-292-7_4

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DOI: 10.2991/978-94-6463-292-7_4

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