Gen-Z's Impetus and Engagement in the Internet Banking Revolution: A Review

Abstract

As the digital landscape continues to evolve, the emergence of Generation Z (Gen-Z) has profoundly influenced various aspects of society, including the banking sector. This systematic literature review explores the significance and pivotal role of Gen-Z in catalysing the Internet banking revolution. Drawing upon a comprehensive analysis of scholarly articles, this review examines how the distinct characteristics, preferences, and behaviours of Gen-Z individuals have reshaped consumer banking and propelled the adoption of digital banking services. It. Moreover, this review delves into the technological fluency, social connectivity, and mobile-centric lifestyle of Gen-Z, which have fundamentally altered traditional banking paradigms and necessitated innovative digital solutions.

We carried out an examination of the existing literature on digital banking by analysing our dataset of 77 articles. This review synthesises empirical findings regarding Gen-Z's expectations, attitudes, and trust factors associated with Internet banking platforms, shedding light on the pivotal role of cybersecurity measures, and personalised financial services in attracting and retaining Gen-Z customers. We also pinpointed areas of research that are lacking based on the clusters we identified. These findings establish a solid groundwork for future studies in this domain.