Title: Effects of ability, benevolence, and integrity on banking trust during the COVID-19 pandemic in Indonesia

Authors: Muhammad Anif Afandi; Romi Bhakti Hartarto; Hardius Usman

Addresses: Department of Banking and Finance, Universitas Muhammadiyah Metro, Indonesia ' Department of Economics, Universitas Muhammadiyah Yogyakarta, Indonesia ' Department of Statistics, Politeknik Statistika STIS, Indonesia

Abstract: This paper aims to analyse the effects of ability, benevolence, and integrity on banking trust in Indonesia during the COVID-19 pandemic from 284 respondents through purposive sampling based on criteria aged 18-65 years old and having a bank deposit. Using moderated multiple regression (MMR) methods for data analysis, we find that benevolence has a moderating effect that can strengthen the relationship between ability and customer trust in high-level conditions while decreasing the relationship in low-level conditions. Benevolence also has a moderating effect which can strengthen the relationship between integrity and customer trust in high-level conditions while decreasing the relationship in low-level conditions. Similarly, integrity has a moderating effect that can strengthen the relationship between ability and customer trust in high-level conditions while decreasing the relationship in low-level conditions. Our findings will help bank management in understanding their reputation based on customers' trust amid the COVID-19 pandemic in Indonesia.

Keywords: banks; trust; consumer behaviour; COVID-19; Indonesia.

DOI: 10.1504/IJBEM.2024.137664

International Journal of Business and Emerging Markets, 2024 Vol.16 No.2, pp.207 - 221

Received: 24 Nov 2022
Accepted: 26 May 2023
Published online: 02 Apr 2024 *

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