Impact of AI-Driven Personalized Financial Services and Mobile Banking Security on Continuance Intention (Ekopedia Jurnal Ilmiah Ekonomi)

Summary

• The research surveyed 300 respondents from Generation Z users of Bank Jago in the Jabodetabek region using purposive sampling.p.1
• Data from iPrice Group (2023) indicates that 38% of new digital app users in Indonesia tend to stop being active within their first 6 months.p.3
• BSSN recorded 403,99 juta national cyber traffic anomalies during 2023, with 47.729 anomalies specifically targeting the financial sector.p.3
• Customer losses from digital banking fraud reached Rp2,5 triliun in 2023 according to OJK statistics.p.3
• The structural equation model accounts for 39,3% of the variance in customer Continuance Intention.p.1

Key insights

1. Customer Trust serves as a partial mediating variable connecting both AI-based personalization and mobile security to Continuance Intention.p.1
2. Common method bias was ruled out as Harman's Single Factor Test accounted for only 35,40% of the variance.p.7
3. The theoretical model demonstrated an excellent fit to empirical data with a Standardized Root Mean Square Residual of 0,045.p.10
4. AI-Driven Personalized Financial Services was identified as the strongest trust generator with a direct path coefficient of 0,471.p.11
5. Mobile Banking Security influences Continuance Intention predominantly through Customer Trust with a Variance Accounted For of 54,9%.p.13