Effects of ability, benevolence, and integrity on banking trust during the COVID-19 pandemic in Indonesia

Muhammad Anif Afandi, Romi Hartarto () and Hardius Usman

International Journal of Business and Emerging Markets, 2024, vol. 16, issue 2, 207-221

Abstract: This paper aims to analyse the effects of ability, benevolence, and integrity on banking trust in Indonesia during the COVID-19 pandemic from 284 respondents through purposive sampling based on criteria aged 18-65 years old and having a bank deposit. Using moderated multiple regression (MMR) methods for data analysis, we find that benevolence has a moderating effect that can strengthen the relationship between ability and customer trust in high-level conditions while decreasing the relationship in low-level conditions. Benevolence also has a moderating effect which can strengthen the relationship between integrity and customer trust in high-level conditions while decreasing the relationship in low-level conditions. Similarly, integrity has a moderating effect that can strengthen the relationship between ability and customer trust in high-level conditions while decreasing the relationship in low-level conditions. Our findings will help bank management in understanding their reputation based on customers' trust amid the COVID-19 pandemic in Indonesia.

Keywords: banks; trust; consumer behaviour; COVID-19; Indonesia. (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbema:v:16:y:2024:i:2:p:207-221

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