Analysis of Service, Reputation, and Security Factors on Gen Z's Decisions to Use Islamic Mobile Banking with Islamic Financial Literacy as a Moderating Variable (A Study on Undergraduate Students in Bandar Lampung)

This study aims to analyze the influence of Service Quality, Reputation, and Security on the Decisions of Generation Z Students to Use Islamic Mobile Banking, with Islamic Financial Literacy as a moderating variable. A quantitative approach was employed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Data were collected through a questionnaire using a five-point ordinal scale and a non-probability sampling technique involving 100 student respondents who use Islamic mobile banking. The findings indicate that Service Quality, Reputation, and Security have a positive and significant effect on Generation Z students’ decisions to use Islamic Mobile Banking. Furthermore, Islamic Financial Literacy also exerts a positive and significant influence on usage decisions and moderates the relationship between Service Quality and Decision-Making, but does not moderate the relationship between Reputation or Security and Decision-Making. These results suggest that high-quality service, a strong institutional reputation, and robust digital security systems are crucial factors in enhancing decisions to adopt Islamic mobile banking. Additionally, Islamic financial literacy strengthens the effect of service quality on usage decisions, as a deeper understanding of Islamic financial principles increases students’ trust and confidence in digital financial services that comply with Sharia principles.