Analysis of Factors Affecting Fintech Consumers in Indonesia
DOI:
https://doi.org/10.22441/indikator.v7i3.19766Keywords:
FinTech, Diffusion of Inovation Customer Satisfaction, Intention Customer,Abstract
The researcher conducted a pre-survey in order to find out more about the reasons that make consumers choose digital payment providers in making daily payments. From the pre-survey that was asked of 100 consumers, it was found that there were 4 factors that dominated the determination of consumer intentions in choosing digital payment providers. Based on the situation analysis and pre-survey findings, it is important to conduct this research so that it can become a strong theoretical foundation for stakeholders in the financial technology industry (FINTECH) in Indonesia and can contribute to the success of government programs in encouraging the development of the digital economy and digitalization in Indonesia. The sample involved 1,713 respondents with certain criteria and was analyzed using the structural equation modeling method. The findings state that the intention to use FINTECH can be increased through user satisfaction. Customer satisfaction is strongly influenced by the diffusion of innovation from the technology presented in the service, where the service must be able to make it easier for users to transact. Customer satisfaction must be a priority in designing customer-oriented product and service management, so as to form brand integrity that reflects quality service. To obtain a better determination, especially in assessing customer satisfaction using mobile payments, many factors such as Hedonic Value, Information Quality are factors that are suspected to have antecedents that need to be tested.References
Blut, M. (2016). E-Service Quality: Development of a Hierarchical Model. Journal of Retailing, 92(4), 500–517. https://doi.org/10.1016/j.jretai.2016.09.002
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modelling (PLS-SEM). SAGE.
J. Van Heerde, H., & Neslin, S. A. (2017). Sales Promotion Models. In B. Wierenga & R. van der Lans (Eds.), Handbook of Marketing Decision Models (2nd ed., Vol. 254, pp. 13–77). Springer International Publishing. https://doi.org/10.1007/978-3-319-56941-3_17
Jamshidi, D., & Kazemi, F. (2019). Innovation diffusion theory and customers’ behavioral intention for Islamic credit card: Implications for awareness and satisfaction. Journal of Islamic Marketing, 11(6), 1245–1275. https://doi.org/10.1108/JIMA-02-2018-0039
Kotler, P., Kartajaya, H., & Setiawan, I. (2021). Marketing 5.0: Technology for Humanity (1st ed.). John Wiley & Sons.
Kotler, P., & Keller, K. (2021). Marketing Management (15th ed.). Pearson.
Lin, Y. H., Lin, F. J., & Wang, K. H. (2020). The Effect of Social Mission on Service Quality and Brand image. Journal of Business Research, October. https://doi.org/10.1016/j.jbusres.2020.10.054
Nemoto, T., & Beglar, D. (2014). Developing Likert-scale questionnaires. In N. Sonda & A. Krause (Eds.), JALT2013 Conference Proceedings. Tokyo: JALT.
Malhotra, N. K., Nunan, D., & Birks, D. F. (2019). Marketing Research an Applied Approach (7th ed.). Pearson.
Rahi, S., Ghani, M. A., & Ngah, A. H. (2020). Factors propelling the adoption of internet banking: The role of e-customer service, website design, brand image and customer satisfaction. International Journal of Business Information Systems, 33(4), 549–569. https://doi.org/10.1504/IJBIS.2020.105870
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Rogers, E. M. (2010). Diffusion of Innovations (4th ed.). Free Press.
Shi, W., Tang, L., Zhang, X., Gao, Y., & Zhu, Y. (2016). How Does Word of Mouth Affect Customer Satisfaction. Journal of Business & Industrial Marketing, 31(3). https://doi.org/https://doi.org/10.1108/JBIM-07-2014-0139.
Published
How to Cite
Issue
Section
License
The copyright to this article is transferred to Universitas Mercu Buana (UMB) if and when the article is accepted for publication. The undersigned hereby transfers any and all rights in and to the paper including without limitation all copyrights to UMB. The undersigned hereby represents and warrants that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required. The undersigned represents that he/she has the power and authority to make and execute this assignment.
We declare that:
1. This paper has not been published in the same form elsewhere.
2. It will not be submitted anywhere else for publication prior to acceptance/rejection by this Journal.
3. A copyright permission is obtained for materials published elsewhere and which require this permission for reproduction.
Furthermore, I/We hereby transfer the unlimited rights of publication of the above mentioned paper in whole to UMB. The copyright transfer covers the exclusive right to reproduce and distribute the article, including reprints, translations, photographic reproductions, microform, electronic form (offline, online) or any other reproductions of similar nature.
The corresponding author signs for and accepts responsibility for releasing this material on behalf of any and all co-authors. This agreement is to be signed by at least one of the authors who have obtained the assent of the co-author(s) where applicable. After submission of this agreement signed by the corresponding author, changes of authorship or in the order of the authors listed will not be accepted.
Retained Rights/Terms and Conditions
1. Authors retain all proprietary rights in any process, procedure, or article of manufacture described in the Work.
2. Authors may reproduce or authorize others to reproduce the Work or derivative works for the authors personal use or for company use, provided that the source and the UMB copyright notice are indicated, the copies are not used in any way that implies UMB endorsement of a product or service of any employer, and the copies themselves are not offered for sale.
3. Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
This work is also licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
