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All Journal Tadbir : Jurnal Studi Manajemen Pendidikan NUSANTARA : Jurnal Ilmu Pengetahuan Sosial Comm-Edu (Community Education Journal) JURNAL PENDIDIKAN TAMBUSAI EKONOMI BISNIS Management Studies and Entrepreneurship Journal (MSEJ) Jendela PLS: Jurnal Cendekiawan Ilmiah Pendidikan Luar Sekolah Jurnal Ilmiah Ilmu Administrasi Jurnal Pengabdian UNDIKMA International Journal of Business, Law, and Education Journal of Science and Education (JSE) Sivitas : Jurnal Pengabdian dan Pemberdayaan Masyarakat Jurnal Cakrawala Informasi (JCI) DEVOTE: Jurnal Pengabdian Masyarakat Global Innovative: Journal Of Social Science Research PERFECT EDUCATION FAIRY Maneggio AN-NIDA: Jurnal Pendidikan Islam Indonesian Tourism Journal J-CEKI Jurnal Keselamatan Transportasi Jalan Jurnal Intensi (Integrasi Riset Psikologi) Edumaspul: Jurnal Pendidikan Lingua: Jurnal Keilmuan dan Kependidikan Bahasa Arab
Sutarjo Sutarjo
Universitas Islam Syekh-Yusuf Tangerang
Religion Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Neuroscience Nursing Physics Public Health Social Sciences Transportation Other

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Journal : PERFECT EDUCATION FAIRY

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Fintech Adoption and Customer Loyalty in Indonesian Banking: The Mediating Role of Trust in the Perceived Benefit–Risk Trade-Off Erika, Ria; Prastowo, Sugeng Lubar; Sutarjo, Sutarjo
PERFECT EDUCATION FAIRY Vol. 3 No. 3 (2025): PERFECT EDUCATION FAIRY
Publisher : PT. Batari Edu Calya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56442/pef.v3i3.1219

Abstract

Financial technology (fintech) is reshaping banking by offering efficiency and accessibility, yet customer loyalty depends on balancing perceived benefits and risks. This study examines how fintech adoption influences loyalty through the mediating role of trust, with perceived benefit and perceived risk as antecedents. A quantitative survey of 150 Bank Rakyat Indonesia (BRI) customers in Tangerang was analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). Results show that fintech adoption significantly increases perceived benefits, which positively affect trust, while perceived risk exerts a negative but insignificant influence. Trust does not directly predict loyalty but partially mediates the benefit–loyalty relationship. These findings highlight the benefit–risk trade-off in fintech adoption and underscore the importance of enhancing trust to sustain customer loyalty. The study contributes to fintech adoption theory and provides practical guidance for banks to improve customer experience while mitigating risks.
Co-Authors Abda Abda Adhityo Kuncoro Adisty Nabilah Fitri Aklil Ahmad Mujtaba Al Wahid, Salsabila Zalfa Amalia Firdausya Nurbaeti Amelia, Naila Rizky Andika, Sandy Astuti, Nita Atichasari, Anna Sofia Awaludin Sidik Badeni Badeni, Badeni Bagas Firgiawan Ruhiyat Bahrum Kamil , Acep Bintang, Rini Sri Daratista, Jeni Desti Rafitri Dewi, Irma Dwi Puspita Diah Pudjiastuti Dianingtyas Agustin Dirja, Dirja Elawati, Elawati Erika, Ria Fadhillah Matondang, Ahmad Rizky Fauziah, Restu Febi Kurniawan Febriana Ndaru Rosita Ferovina Wuntu, Happy Fitri, Mufidah Fitria, Nurul Jannah Lailatul Fitriana, Pipit Haifa Zahra , Wafa Haikal Yasin, Moch Iqbal Hoerniasih, Nia Hoernisih, Nia Husniyah, Fatihatul Hutajulu, Rahel Carolin Irvi Nurul Husna, Ade Irwan Agus Ishati, Novitalia Iskandar Mirza Karyawati, Lilis Khoirunnisa, Yunna Nur Khotimah, Siti Kusnul Kristiati, Aspi Lailatul Fitria, Nurul Jannah Lilis Karyawati Ma'shum, Sya'roni Ma'shum Maruli Tua Situmeang, Sahat Masruri Masruri Meilya, Ika Rizqi Nabila, Anugrah Putri Napipah, Pipih Naufal Nazmuddin Neng Enab Siti. Z Nihayah, Maryama Nisa, Nurani Intan Nuraeni Nuraeni Nurdita, Rahma Nurfadilah, Sarah Pambudi, Kurniawan Pane, Musa Darwin Prasandi, Muhamad Teddy Aditya Prastowo, Sugeng Purwandari, Elce Puspa Rana, Diah Ayu Rahmi , Rahmi Rahmi Rahmi Ramdani, Reggina Fatma Ramlah Ramlah Ratna Sari Dewi Sabila, Siti Zahra Safuri Musa Sahat Maruli Tua Situmeang Samsir Nur Alam Santika, Tika Setya Wijayanta Shafa AF, Nadziba Sri Lestari Sri Utomo, Subagyo Sudarwan Danim Sugeng Lubar Prastowo Suminar, Uum Surya, Rahadiyan Suwandi, Laudya Putri Utami, Wanda Yulia Utomo, Subagyo Sri Vania Nurfadilla Widagdo, Djoko Widyadhana, Azzahra Putri Wijayanti, Awit Wuntu, Happy Ferovina