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The Effect of Digital Banking Adoption, Trust in Fintech, Perceived Security, and Customer Satisfaction on Financial Inclusion in Indonesian Banking

Year: 2025

Type: article

Abstract: This study investigates the impact of Digital Banking Adoption, Trust in Fintech, Perceived Security, and Customer Satisfaction on Financial Inclusion in Indonesian banking. Employing a quantitative approach, data were collected from 110 respondents using a Likert scale (1–5) and analyzed using Structural Equation Modeling - Partial Least Squares (SEM-PLS) 3. The findings reveal that all four variables significantly and positively influence financial inclusion, with Digital Banking Adoption exerting the strongest impact. The model explains 68% of the variance in Financial Inclusion, underscoring the importance of digital transformation, trust-building, robust security, and customer satisfaction in enhancing financial accessibility. These results provide valuable insights for policymakers and financial institutions to develop targeted strategies that foster financial inclusion in Indonesia.

Source: West Science Business and Management

DOI: 10.58812/wsbm.v3i01.1794

Authors: Mohammad Ridwan, Ria Puspitasari, Tri Winarsih, Ingkak Chintya Wangsih, Eko Sudarmanto

Institutions: Universitas Muhammadiyah Semarang, Universitas Muhammadiyah Tangerang, Institut Teknologi dan Bisnis Ahmad Dahlan Lamongan

Language: English

Topic: Technology Adoption and User Behaviour

Subfield: Information Systems and Management

Field: Decision Sciences

Domain: Social Sciences

SDGs: Decent work and economic growth, Industry, innovation and infrastructure

Open Access status: diamond

OpenAlex ID: W4409298355

FWCI: 5.199

Cites:

Cited by: 5

Related to: 10