The role of trust in mediating cultural and service influences on digital banking continuance intention

Lisana, Lisana and Christy, Cathrine Abigael (2026) The role of trust in mediating cultural and service influences on digital banking continuance intention. Global Knowledge, Memory and Communication. pp. 1-18. ISSN 2514-9342E

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Abstract

Purpose – This study aims to investigate how community culture and service quality influence trust in digital banking and examines the role of trust in shaping users’ continuance intention toward digital banking services. Design/methodology/approach – A quantitative research framework was developed and empirically tested using a cross-sectional survey. Data were collected from 675 active digital banking users in Indonesia and analyzed using structural equation modeling to examine the relationships among the proposed constructs. Findings – The results revealed that perceived security and benefits had strong positive effects on trust in digital banking services. In contrast, network externalities and social influence did not significantly affect trust. Moreover, trust strongly influences user satisfaction, which in turn positively affects the intention to continue using digital banking services. Practical implications – The findings offer practical suggestions that enable digital banking service providers to prioritize improvements in system security and customer benefits. By strengthening trust and satisfaction, service providers can effectively encourage long-term user engagement and continued use of digital banking services. Originality/value – This study extends the digital banking literature by integrating perspectives on community culture and service quality to explain trust formation in digital banking services. In addition, it highlights the role of trust as a key driver of users’ intention to continue using digital banking services in the Indonesian context, an area underexplored in prior studies.

Item Type:	Article
Subjects:	T Technology > T Technology (General)
Divisions:	Faculty of Engineering > Department of Informatic
Depositing User:	Lisana 6196
Date Deposited:	18 Jun 2026 08:35
Last Modified:	18 Jun 2026 08:35
URI:	http://repository.ubaya.ac.id/id/eprint/50850

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