Factors Influencing Customer Trust in Financial Institutions: A Systematic Literature Review
DOI:
https://doi.org/10.52432/justbest.5.1.47-56Keywords:
Customer Trust, Service Quality, Communication, Reputation, Customer SatisfactionAbstract
This study aims to systematically examine the key factors that influence customer trust in financial institutions through a comprehensive review of relevant literature published between 2019 and 2024. Using the Systematic Literature Review (SLR) method, this research identifies and analyzes the influence of service quality, communication, and institutional reputation on customer trust, as well as the mediating role of customer satisfaction. The findings indicate that consistent service delivery, clear and transparent communication, and a strong organizational reputation significantly enhance customer satisfaction, which in turn strengthens trust in financial institutions. Furthermore, the study adopts the Theory of Planned Behavior (TPB), Trust Theory, and Customer Satisfaction Theory to develop a conceptual framework that explains the interrelationships between these variables. This research provides strategic insights for financial service providers and policymakers to enhance customer trust by focusing on service excellence, responsive communication, and reputation management. It also offers an agenda for future research, particularly on integrating cultural and demographic variables that may moderate customer trust in different financial contexts.
References
Adriadiva, D., Zulfadil, & Rosyett. (2022). The effect of service quality on customer trust and customer loyalty at Bank Mandiri Pekanbaru.
Ajzen, I. (1991). The Theory of Planned Behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211.
Alhassan, A. L., Li, L., & Reddy, K. (2021). Reputation, trust, and customer satisfaction in financial institutions: A systematic literature review. Journal of Financial Services Marketing, 26(3), 231-245
Chun, R. (2005). The Influence of Corporate Character on Organizational Performance. Journal of Business Ethics, 56(4), 305-318.
Fernanda, W. A., Nasution, U., & Silalahi, U. R. (2024). Pengaruh kualitas layanan, reputasi perusahaan, dan teknologi biometrik terhadap kepercayaan nasabah pada Bank Syariah Indonesia.
Fernandez, A. P. P. (2019). Kontribusi efektivitas komunikasi untuk meningkatkan kepercayaan nasabah.
Fombrun, C. J., & Van Riel, C. B. M. (2004). Fame and Fortune: How Successful Companies Build Winning Reputations. Prentice Hall.
Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1–19.
Gil, A., de Oña, J., & Gómez, J. (2020). The Role of Communication in Building Customer Trust in Public Transportation. Transportation Research Part A: Policy and Practice, 132, 518-528.
Guo, X., Liu, S., & Li, Y. (2022). The effects of corporate communication and customer satisfaction on customer trust. Journal of Marketing Theory and Practice, 30(2), 112-127.
Handoko, R., & Susanti, M. (2019). The role of financial literacy in increasing trust in non-bank financial institutions. Journal of Financial Studies, 17(3), 102-115
Handayani, L., Nugroho, S., & Permadi, T. (2019). Legal protection and its impact on customer trust in non-bank financial institutions. Indonesian Financial Review, 23(4), 145-160.
Husnah, N. (2023). Pengaruh layanan prima dan reputasi bank terhadap kepercayaan nasabah (Bank Syariah Indonesia KCP Balikpapan Sepinggan).
Irawan, A. C., & Tjahjaningsih, E. (2016). Pengaruh kualitas layanan dan reputasi perusahaan terhadap kepercayaan serta dampaknya pada kepuasan nasabah (Studi pada nasabah tabungan Bank Syariah Mandiri Cabang Kendal).
Jap, J., & Keni. (2023). Pengaruh Citra Perusahaan Dan Kepuasan Nasabah Terhadap Kesetiaan Nasabah: Kepercayaan Sebagai Variabel Mediasi. Jurnal Ilmiah Ekonomi Bisnis, 28(2), 257–271.
Kim, J., Lee, H., & Lee, S. (2021). The impact of customer satisfaction on trust and loyalty in retail banking. Journal of Retailing and Consumer Services, 59, 102374.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.).
Kurniawan, A., Rahman, H., & Suryadi, D. (2020). Customer trust in non-bank financial institutions: The impact of service quality and data security. Journal of Financial Innovation, 22(1), 87-98.
Ladhari, R., Souiden, N., & Dufresne, M. (2020). The Influence of Corporate Reputation on Customer Loyalty: The Mediating Role of Customer Trust.
Men, L. R. (2014). The Effects of Organizational Reputation on Organizational Communication. Journal of Public Relations Research, 26(1), 59-74.
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20–38.
Permana, A. A., Firdaus, M., & Dimyati, M. (2020). Pengaruh komitmen, komunikasi, dan penanganan masalah terhadap kepercayaan nasabah pada Bank Jatim Cabang Banyuwangi.
Pratama, Y., & Hidayat, F. (2019). Reputation and trust: A study on non-bank financial institutions in Indonesia. International Journal of Financial Research, 11(2), 78- 89.
Putera, A. D., Dalle, J., & Syafari, M. R. (2021). Pengaruh kualitas pelayanan dan kepuasan nasabah terhadap kepercayaan nasabah dan loyalitas nasabah penabung aktif PT Bank Bukopin Cabang Banjarmasin.
Petro, A. R. A. (2019). Pengaruh kualitas layanan terhadap kepuasan pelanggan dengan kepercayaan sebagai variabel mediasi (Studi pada nasabah KUR Mikro BRI Unit Kec. Rungkut, Surabaya Timur).
Rahmawati, C., Fitriani, D., Haira, F., & Panorama, M. (2022). Pengaruh kualitas layanan dan kinerja karyawan terhadap kepuasan, kepercayaan, dan loyalitas nasabah (Studi Kasus Bank Muamalat Kantor Cabang Palembang).
Santoso, B., Wibowo, R., & Ardiansyah, T. (2020). The importance of financial literacy in fostering customer trust in the non-banking financial sector. Asian Economic Studies, 15(1), 45-56.
Sari, P., & Budiarti, R. (2022). Pengaruh Komunikasi Digital terhadap Kepercayaan Nasabah di Bank Swasta Nasional. Jurnal Teknologi dan Komunikasi, 28(3), 127-139.
Setiawan, A., & Setiawati, R. (2019). The Influence of Service Quality, Trust, and Commitment on Customer Loyalty in E-Commerce. The Journal of Asian Finance, Economics, and Business, 6(4), 103-111
Sumarni, I., & Yuliana, R. (2020). Kualitas Pelayanan, Transparansi, dan Kepercayaan Nasabah: Studi Kasus pada Bank Umum di Indonesia. Jurnal Ekonomi dan Bisnis, 18(1), 23-40.
Sutrisno, A. (2023). Pengaruh reputasi perusahaan terhadap kepercayaan nasabah di era digital. Jurnal Manajemen dan Bisnis, 15(2), 112-127.
Soeharto, E., & Yulianti, D. (2021). Komunikasi Bisnis dan Kepercayaan Nasabah dalam Industri Perbankan. Jurnal Ekonomi dan Komunikasi, 12(1), 71-83.
Tjahjadi, B., & Wulandari, E. (2020). Pengaruh Komunikasi terhadap Kepercayaan Nasabah di Lembaga Keuangan Indonesia. Jurnal Manajemen Keuangan dan Bisnis, 15(2), 45-58.
Walsh, G., Beatty, S. E., & Shiu, E. (2020). Customer-based corporate reputation: Extending the reputation-performance link. Journal of Business Research, 109, 472-481.
Wang, Z., Zhang, Z., & Yu, H. (2021). The effect of service quality on customer satisfaction: The mediating role of customer value. Journal of Services Marketing, 35(3), 345-357.
Widayanto, N. H., & Mursid, A. (2022). Analisis pengaruh kualitas layanan dan citra perusahaan terhadap keputusan mengambil kredit produktif pada Bank Jateng dengan kepercayaan sebagai variabel mediasi (Studi kasus pada Bank Jateng Cabang Pembantu Wanadadi Banjarnegara).
Wirawan, D., Saputra, A., & Lestari, P. (2020). Cybersecurity and its influence on customer trust in digital financial services. Cybersecurity and Finance Journal, 18(2), 99-112.
Yuniarti, S., Gunawan, T., & Aulia, M. (2020). Reliability and trust in financial services: Evidence from non-bank institutions. Journal of Emerging Markets, 29(1), 54-67.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2021). Services Marketing: Integrating Customer Focus Across the Firm.
Zhou, Y., Li, H., & Chen, X. (2023). Product innovation and customer satisfaction: The role of digital technology
