Tillit till bankappar : Vilka faktorer påverkar användares tillit till digitala bankappar, och vilken roll spelar säkerhetsrelaterade upplevelser?

Sammanfattning

Digital banking applications have become essential tools for managing personal finances in Sweden, one of the most digitalized countries in the world. As the usage of banking apps increases, so does the importance of understanding the factors that influence user trust. This study examines what factors affect trust in digital banking apps among Swedish users, with a particular focus on the role of security-related experiences. A quantitative survey was conducted with 40 respondents, and four hypotheses were tested using descriptive comparisons and Spearman rank correlation. The results show that overall trust in banking apps is high, with mean values above 4.0 on a five-point Likert scale. The strongest finding is a significant positive correlation (rs = 0.819, p < 0.001) between perceived quality of the bank's incident handling and trust recovery, indicating that it is not the incident itself but rather the bank's response that determines whether trust is maintained. A tendency was observed suggesting that younger users (18-35) have higher trust than older users (36+), although the imbalanced sample prevented statistical confirmation. The gap between high trust and low understanding of security mechanisms suggests that trust is based on brand confidence rather than knowledge, making it potentially fragile. The study contributes to the understanding of trust in digital banking services in a Swedish context and offers practical implications for banks, system developers and UX designers.