Operational and Security Risk Understanding on Behavioral Intention to Use Digital Banking

Abstract

This study examines the effect of customers’ understanding of operational risk and security risk on behavioral intention to use digital banking services at Bank Neo Commerce (BNC). Using a quantitative approach with a causal associative design, data were collected from BNC customers via questionnaires and analyzed using multiple linear regression. The study integrates the Technology Acceptance Model (TAM), Theory of Planned Behavior (TPB), and Perceived Risk Theory to explain the relationship between risk understanding and intention to use. The findings indicate that customers’ understanding of both operational and security risks positively and significantly influences their behavioral intention to use BNC’s digital banking services, both simultaneously and individually. Greater risk awareness does not discourage service usage; instead, it strengthens trust and acceptance of digital financial technology. Digital banks are therefore encouraged to enhance transparency, security communication, and customer risk literacy programs to support sustainable customer engagement and loyalty.