Abstract

This study explores the relationships between service quality, trust, and financial behavior in the context of digital banking transformation. Using a systematic literature review (SLR) approach, twenty-five peer-reviewed journal articles indexed in Scopus and SINTA 1–2 were analyzed to synthesize evidence on customer trust formation, technology adoption, and behavioral outcomes in digital banking. The review identifies trust and perceived service quality as the strongest determinants of digital banking usage, while perceived security risk remains a critical barrier to adoption. Findings indicate that digital banking services, such as Qlola Internet Banking at Bank Rakyat Indonesia (BRI), enhance customers' financial management efficiency, including transaction monitoring, liquidity control, and decision-making accuracy. However, behavioral outcomes are significantly influenced by the users' trust level and their perceived reliability of digital platforms. The study contributes to understanding how digital service experience shapes financial discipline and long-term engagement in digital financial ecosystems.