Digital Banking Resilience for Gen Z in Times of Global Crises: Integrating Technological Trust, Society, and Policy

Abstract

This study revisits the factors influencing Gen Z’s intention to use mobile banking by situating it within a global crisis context to examine digital banking resilience. Using a survey of 80 Gen Z individuals in Indonesia and multiple linear regression analysis, we found that even amid crises, perceived ease of use and security have positive, significant effects on Gen Z’s intention to use mobile banking (p = 0.033 and p < 0.001, respectively), while trust has no significant direct effect (p = 0.797). The model explains about half of the variance in usage intention (Adjusted R² ≈ 0.50, F = 27.96, p < 0.001). These findings suggest Gen Z’s continued use of mobile banking in turbulent times relies mainly on usability and security, whereas trust is taken for granted unless disrupted. We further integrate technological, social, and policy perspectives, highlighting that robust security, user-friendly design, social influence, and supportive regulations together foster digital banking resilience for young consumers during global crises.