The influence of security perception on banking profitability: A systematic study based on digital customer segmentation

Abstract

The accelerated digitalization of the financial sector has transformed banking operations and customer interactions, making cybersecurity awareness a decisive element in shaping customer confidence and determining institutional profitability. Nevertheless, differences in users’ perceptions of security—conditioned by age, education, and digital experience—significantly affect adoption behavior and financial performance. This study aims to evaluate the relationship between perceived security in digital banking and the profitability of financial institutions, emphasizing the mediating role of customer segmentation. A systematic review was carried out following the PRISMA protocol, analyzing 29 recent studies indexed in Scopus, Web of Science, and Google Scholar from 2020 to 2025. The findings reveal a consistent positive association between perceived security and financial performance, mediated by customer trust, satisfaction, and loyalty. Investments in secure technological infrastructure, transparent regulatory compliance, and effective communication strategies increase users’ confidence and improve profitability indicators such as return on assets (ROA) and return on equity (ROE). Furthermore, segmentation analysis demonstrates that older users priori tize transactional security and data privacy, while younger users value usability, speed, and innovation in digital platforms. These results suggest that perceived security must be strategically managed according to demographic and behavioral profiles to enhance both user trust and institutional competitiveness. The study concludes that perceived security transcends a technical consideration to become a strategic driver of sustainable profitability and digital resilience in banking. By integrating technological reliability, customer-centered design, and transparent governance, financial institutions can strengthen long-term trust, ensure continued adoption, and improve their performance within the evolving digital financial ecosystem.