Customer Trust and Security Perception in Digital Banking

  • Authors

    • Dr. Elena Petrova Associate Professor, Moscow State University, Russia. Author
    • Dr. Carlos Mendes Professor, University of Lisbon, Portugal. Author

    DOI:

    https://doi.org/10.67228/3071642X/IJCFDE-2019PI6F3N

    Published 02-02-2019

  • Digital Banking, Customer Trust, Security Perception, Information Security, Privacy Protection, Electronic Banking, Cybersecurity, Financial Technology

    Issue

    Vol. 2 No. 1 (2019)

    Section

    Articles

    How to Cite

    Petrova, E., & Mendes, C. (2019). Customer Trust and Security Perception in Digital Banking. International Journal of Commerce, Finance and Digital Economy, 2(1), 01-15. https://doi.org/10.67228/3071642X/IJCFDE-2019PI6F3N

  • Abstract

    Digital banking has improved financial services by enabling secure and convenient transactions through internet and mobile platforms. While it offers greater accessibility and efficiency, customer adoption depends heavily on trust and perceived security. Concerns regarding fraud, data breaches, identity theft, and privacy risks continue to influence users’ confidence in digital banking systems. This study investigates the impact of trust, security perception, privacy protection, and service quality on digital banking adoption. Using quantitative analysis, it identifies key factors such as authentication effectiveness, encryption awareness, transaction reliability, and institutional reputation that influence customer trust. The findings show that strong security measures, including two-factor authentication, encryption, and fraud detection systems, significantly enhance customer confidence and willingness to use digital banking services. The study concludes that trust is a critical factor driving customer satisfaction, loyalty, and long-term adoption, while emerging technologies such as biometric authentication, cybersecurity solutions, and AI-based fraud detection will further strengthen digital banking security in the future.

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