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All Journal JURNAL MANAJEMEN MOTIVASI
Syifa Azzahra Anggraina
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Factors Influencing Customer Trust in the Security of Digital Transactions at Bank BRI Surakarta Syifa Azzahra Anggraina; Harsono
JURNAL MANAJEMEN MOTIVASI Vol 22 No 1 (2026): Jurnal Manajemen Motivasi
Publisher : Universitas Muhammadiyah Pontianak

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29406/jmm.v22i1.9037

Abstract

This study examines the influence of service quality and customer experience on digital transaction security through customer trust as a mediating variable at Bank BRI Surakarta. Data were collected from 165 active BRImo users using a Likert-scale questionnaire and analyzed with SmartPLS. The results show that customer trust significantly affects transaction security. Service quality and customer experience also significantly influence customer trust and indirectly affect transaction security through customer trust. These findings confirm that customer trust plays a central role in strengthening the security of digital transactions. Keywords: Customer Trust; Service Quality; Customer Experience; Digital Transaction Security; Brimo; Mobile Banking
Co-Authors Harsono