Jesus, Frederico Miguel Campos Cruz Ribeiro deAlves, Ana Catarina Cardoso2024-11-152024-11-152024-11-07http://hdl.handle.net/10362/175321Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Information Analysis and ManagementNeobank is a type of financial institution that operates exclusively online without traditional physical branch networks. The current study aims to understand how overall trust plays an important role in neobanking adoption. A conceptual model was created by combining the Delone & McLean model with overall trust to understand the impact of neobanking on individual performance. Data was collected via an online survey of 210 participants and analyzed using partial least squares structural equation modeling techniques. The result of this study indicates that overall trust is more important to user satisfaction than use itself of the service. Also, it is presented that both use, and user satisfaction are important precedents of individual performance. User satisfaction is positively affected by system quality, information quality, and service quality. Evaluating the impact of neobanking on individual performance is valuable for neobanking managers, offering insights that can help them implement strategies to retain users and attract potential adopters.engNeobankingDeLone & McLean modelOverall TrustSDG 8 - Decent work and economic growthSDG 9 - Industry, innovation and infrastructuremaster thesis203775988