JURNAL MANAJEMEN MOTIVASI
Vol 22 No 1 (2026): Jurnal Manajemen Motivasi

Factors Influencing Customer Trust in the Security of Digital Transactions at Bank BRI Surakarta

Syifa Azzahra Anggraina (Unknown)
Harsono (Unknown)

Article Info

Publish Date
25 Jun 2026

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

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Journal Info
JURNAL MANAJEMEN MOTIVASI
Website

Abbrev

jm_motivasi

Publisher

Universitas Muhammadiyah Pontianak

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Jurnal Manajemen Motivasi (JMM) adalah Jurnal Ilmiah Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Pontianak yang diterbitkan secara berkala 2 (dua) kali dalam satu tahun (Juni dan Oktober) sebagai sarana untuk menyebarluaskan hasil penelitian dan ilmu pengetahuan di bidang ilmu manajemen ...