Generational Perspectives on Trust in Bank and Non-Bank Payment Options at Digital Checkout
(2026) INFM12 20261Department of Informatics
- Abstract
- This thesis explores how different generational cohorts in Sweden construct and compares trust toward bank-based and non-bank digital payment services during online checkout situations. Drawing on McKnight et al.’s Web Trust Model, the study examines how trust is shaped through perceptions of security, institutional safeguards, usability, and provider reliability in a highly digitalised payment environment influenced by open banking and PSD2 regulations. Using a qualitative, interpretive approach, twelve semi-structured interviews were conducted across four generations: Baby Boomers, Generation X, Millennials, and Generation
Z. The findings show that trust is strongly connected to immediate payment confirmation, familiar interfaces,... (More) - This thesis explores how different generational cohorts in Sweden construct and compares trust toward bank-based and non-bank digital payment services during online checkout situations. Drawing on McKnight et al.’s Web Trust Model, the study examines how trust is shaped through perceptions of security, institutional safeguards, usability, and provider reliability in a highly digitalised payment environment influenced by open banking and PSD2 regulations. Using a qualitative, interpretive approach, twelve semi-structured interviews were conducted across four generations: Baby Boomers, Generation X, Millennials, and Generation
Z. The findings show that trust is strongly connected to immediate payment confirmation, familiar interfaces, perceived control over spending, and institutional reassurance linked to banks and regulation. While younger participants generally displayed greater comfort with non-bank services, older participants relied more on familiarity and perceived safety. The
study contributes to Information Systems research by highlighting how trust is negotiated differently across generations within contemporary digital payment ecosystems. (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/student-papers/record/9238085
- author
- Khan, Muhammad Ahmad LU and Udayakumar, Yaswanth LU
- supervisor
- organization
- course
- INFM12 20261
- year
- 2026
- type
- H1 - Master's Degree (One Year)
- subject
- keywords
- Digital Trust, Digital Payments, Open Banking, Bank and Non-Bank Payment Services, Generational Cohorts
- language
- English
- id
- 9238085
- date added to LUP
- 2026-06-16 10:24:24
- date last changed
- 2026-06-16 10:24:24
@misc{9238085,
abstract = {{This thesis explores how different generational cohorts in Sweden construct and compares trust toward bank-based and non-bank digital payment services during online checkout situations. Drawing on McKnight et al.’s Web Trust Model, the study examines how trust is shaped through perceptions of security, institutional safeguards, usability, and provider reliability in a highly digitalised payment environment influenced by open banking and PSD2 regulations. Using a qualitative, interpretive approach, twelve semi-structured interviews were conducted across four generations: Baby Boomers, Generation X, Millennials, and Generation
Z. The findings show that trust is strongly connected to immediate payment confirmation, familiar interfaces, perceived control over spending, and institutional reassurance linked to banks and regulation. While younger participants generally displayed greater comfort with non-bank services, older participants relied more on familiarity and perceived safety. The
study contributes to Information Systems research by highlighting how trust is negotiated differently across generations within contemporary digital payment ecosystems.}},
author = {{Khan, Muhammad Ahmad and Udayakumar, Yaswanth}},
language = {{eng}},
note = {{Student Paper}},
title = {{Generational Perspectives on Trust in Bank and Non-Bank Payment Options at Digital Checkout}},
year = {{2026}},
}