Exploring Security and Trust in Fintech Service: Comparative Insights from Indonesia and Korea

To understand the impact of implementing fintech from the perspective of financial service providers, this study examines the role of impression and trust management in building user confidence in banking services, based on data from Indonesia and Korea. Using responses from a questionnaire survey of 137 participants, a multiple regression analysis was conducted to evalu-ate the initial service model. The results reveal (i) positive effects of trust in security system and service providers on fintech service assessments, and (ii) different impacts of impression and perceived security between conventional and Sharia banks. Subsequently, a post-hoc ser-vice blueprint analysis was performed to further investigate digitalized financial service opera-tions, incorporating Sharia-compliant financial inclusion. The managerial contributions are dis-cussed in relation to (i) the role of impression and trust management in fintech services, and (ii) the inclusion of social value in fintech services. These contributions can inform future studies on fintech implementation in service operations with a focus on social value inclusion.