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Abstract

Purpose— This study examines how banking service quality, financial literacy, and trust are associated with financial service utilization among active customers of PT Bank Muamalat Indonesia, Makassar Branch.


Research Methodology— A quantitative cross-sectional survey of 96 purposively selected active customers who had used the bank’s digital services for at least six months was analyzed using multiple linear regression.


Results— Banking service quality, financial literacy, and trust were each positively associated with financial service utilization. Banking service quality showed the strongest standardized association, followed by trust and financial literacy.


Research limitations/Implications— The single-branch, nonprobability, cross-sectional design limits statistical generalization and causal interpretation. The findings support attention to service reliability and responsiveness, practical financial education, transaction security, data protection, and complaint resolution.


Originality— The study distinguishes formal financial access from post-access utilization and integrates service quality, financial literacy, and trust in an Islamic banking context.

Keywords

Banking Service Quality Financial Literacy Trust Financial Service Utilization Islamic Banking

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This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Agussalim, A., Firman, A., & Latief, F. (2026). Banking Service Quality, Financial Literacy, and Trust in Financial Service Utilization among Bank Muamalat Customers. Advances: Jurnal Ekonomi & Bisnis, 4(5), 1633–1646. https://doi.org/10.60079/ajeb.v4i5.1026
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