Determinants of Trust in Banks’ Payment Services During COVID: An Exploration Using Daily Data

Bijlsma, Michiel; Cruijsen, Carin van der; Koldijk, Jester

doi:10.1007/s10645-022-09405-9

Cited by 10 publications

(12 citation statements)

References 34 publications

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“…COVID-19 has influenced trust in banks' payment services (Bijlsma, Cruijsen & Koldijk, 2022). Trust is crucial in financial technology (Dawood, Liew & Lau, 2022).…”

Section: Trust Intention and Use Of Digital Paymentsmentioning

confidence: 99%

The Role of Islamic Religiosity on the Relationship Between Risk, Trust, and Intention to Use Digital Payments During the COVID-19 Pandemic

Sutarso¹

2022

IJIEF

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There has been limited study on risk perception faced by digital payment customers, particularly during the COVID-19 pandemic, motivating this study to analyze the role of risk and trust on the intention and use of digital payments and confirm the moderating role of Islamic religiosity in the model. This study used the Partial Least Squares -Structural Equation Model (PLS-SEM) method, including a survey of 270 customers of three digital payment service providers: OVO, Gopay, and Dana. The key finding revealed that security and operational risks significantly impacted trust, even though they did not affect the intention to continue. Another significant result uncovered that Islamic religiosity moderated the effect of operational risk on trust. In this case, customers with a lesser religiosity level were more sensitive to the risk's impact. The significant contribution of this study is an expanding theory on the relationship between perceived risk, trust, and the use of digital payments. The study also offers recommendations to practitioners on managing risk and trust to increase the likelihood of using digital payment in the future. Furthermore, practitioners must consider religiosity regarding risk management, trust, and consumer protection.

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“…COVID-19 has influenced trust in banks' payment services (Bijlsma, Cruijsen & Koldijk, 2022). Trust is crucial in financial technology (Dawood, Liew & Lau, 2022).…”

Section: Trust Intention and Use Of Digital Paymentsmentioning

confidence: 99%

The Role of Islamic Religiosity on the Relationship Between Risk, Trust, and Intention to Use Digital Payments During the COVID-19 Pandemic

Sutarso¹

2022

IJIEF

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“…Trust is described as a dynamic and multifaceted concept in retail and banking literature (Luo et al, 2010). Trust in banks is critical, especially in turbulent times-and is vital for financial access, inclusion, and stability (Bijlsma & Koldijk, 2022). Low trust has the propensity to limit financial access, inclusion, and stability for consumers as well as damage the financial services industry.…”

Section: Literature Reviewmentioning

confidence: 99%

Fear and trust in financial institutions

Chawla,

Russell,

White

et al. 2023

FSR

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Financial institutions are pillars of the economy and play an important role in consumers’ daily lives. As such, trust between financial institutions and the consumers they serve is of paramount impor- tance. Using an online survey administered during the COVID-19 pandemic, this paper uses a qualitative content analysis methodology to explore consumer fear and trust in financial institutions. Stemming from fear of loss, three themes emerged: (1) history and experience, (2) perceived unfair practices/lack of knowledge of banking, and (3) general trust issues. Implications for financial institu- tions are presented based on these results.

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“…The Customer Perceived Orientation Effect … Jurnal Manajemen Bisnis, 2023 | 112 develop and maintain long-term relationships (Martínez & Del Bosque, 2013;Sirdeshmukh et al, 2002). Thus, bank trust is crucial (Bijlsma et al, 2022) and essential for an effective financial system (Fungáčová et al, 2019). Trust is defined as the transfer of an excellent action to someone expecting the good to be paid despite the lack of a guarantee (Reiersen, 2019).…”

Section: Halimatussakdiah Suryani and Zuhramentioning

confidence: 99%

The Customer Perceived Orientation Effect on Perceived Value and Customer Satisfaction and Its Influence on Customer Trust

Halimatussakdiah

Suryani

Zuhra

2023

MABIS

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Research aims: The purpose of this research is to examine the impact of customer-perceived orientation (CPO) on customer-perceived value (CPV) and customer satisfaction (CS) and its influence on customer trust (CT) in Islamic banks.Design/Methodology/Approach: The study employed a quantitative research design with a descriptive survey. Data from 270 Islamic bank customers were analyzed using Structural Equation Modeling Analysis of Moment Structure (SEM-AMOS).Research findings: Based on the findings, CPO significantly affected CPV and CS. Furthermore, CS and CPV also had a significant impact on CT.Theoretical contribution/originality: The study strengthens the body of knowledge on customer perceived orientation, perceived value, satisfaction, and trust.Practitioner/Policy implication: The research highlights the significance of the investigated variables and guides policymakers and scholars.Research limitation/Implication: Several limitations could be identified. Firstly, primary data were collected cross-sectionally so that future studies can apply longitudinal research to understand investigated variables better. Secondly, the small sample size of 270 consumers may not be recommended to generalize a vast population. For future research, it is suggested that the proposed model be validated with a larger sample size.

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Determinants of Trust in Banks’ Payment Services During COVID: An Exploration Using Daily Data

Cited by 10 publications

References 34 publications

The Role of Islamic Religiosity on the Relationship Between Risk, Trust, and Intention to Use Digital Payments During the COVID-19 Pandemic

The Role of Islamic Religiosity on the Relationship Between Risk, Trust, and Intention to Use Digital Payments During the COVID-19 Pandemic

Fear and trust in financial institutions

The Customer Perceived Orientation Effect on Perceived Value and Customer Satisfaction and Its Influence on Customer Trust

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