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

DOI

10.2991/978-94-6463-292-7_4How to use a DOI?

Keywords

digital finance; consumer protection; trust

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.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

TY  - CONF
AU  - Astrie Krisnawati
AU  - Annisa Aulia Rahmani
PY  - 2023
DA  - 2023/11/19
TI  - The Determinants of Consumer Trust in Digital Banking Transaction Services: A Case Study of Livin’ by Mandiri Users in Gen Z
BT  - Proceedings of the International Conference on Sustainable Collaboration in Business, Technology, Information, and Innovation (SCBTII 2023)
PB  - Atlantis Press
SP  - 34
EP  - 46
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-292-7_4
DO  - 10.2991/978-94-6463-292-7_4
ID  - Krisnawati2023
ER  -