The Impact of Product Quality, Personal Trust, and Bank Trust for the Millennial Generation's Decision to Get a Bank Mortgage

Abstract

This study aimed to investigate the relationship between personal trust, bank trust, product quality, and purchase intention among Indonesian consumers. The study collected responses from 133 participants in Jakarta, using a questionnaire with items adapted from previous research. The data was analyzed using SmartPLS to test reliability, validity, and hypotheses. The results showed that all constructs exhibited high levels of internal consistency and convergent validity. Furthermore, the correlation coefficients between the constructs were examined to assess discriminant validity. The results showed that the correlations were lower than the square root of the AVE, indicating discriminant validity among the variables. The study also investigated the specific indirect effects of personal trust and product quality on purchase intention through bank trust. The results showed that bank trust played a significant mediating role in the relationship between personal trust or product quality and purchase intention. Keywords: Personal trust, Bank trust, Product quality, Purchase intention