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Trust, Security, and Service: Key Drivers of User Satisfaction in the Flip App Experience
Corresponding Author(s) : Ronaldi Yogi Prasetiyo
American Journal of Economics and Business Management,
Vol. 8 No. 2 (2025): February
Abstract
The rapid growth of financial technology (FinTech) has transformed digital transactions, raising concerns about security, trust, and service quality. This study examines the impact of E-Security, E-Trust, and E-Service Quality on E-Satisfaction among Flip App users at Muhammadiyah University of Jember. Using an explanatory research design, we collected data from 114 students who had used Flip within the last six months. Multiple Linear Regression Analysis was employed to analyze the relationships between variables. Findings reveal that while E-Security does not significantly affect E-Satisfaction, E-Trust and E-Service Quality play a crucial role in shaping user satisfaction. This suggests that users prioritize trust and service quality over security when evaluating their digital transaction experiences. The study contributes to the ongoing discourse on FinTech adoption by emphasizing the need for companies to enhance trust-building measures and service excellence to improve user satisfaction. These insights can guide FinTech firms in refining their strategies to foster customer loyalty and long-term engagement.
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- M. Danuri, "Development and transformation of digital technology," Infokam, vol. XV, no. II, pp. 116–123, 2019.
- B. Parsaulian, "Regulasi Teknologi Finansial (Fintech) Di Indonesia," Fundamental: Jurnal Ilmiah Hukum, vol. 10, no. 2, pp. 167–178, 2021.
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References
M. Danuri, "Development and transformation of digital technology," Infokam, vol. XV, no. II, pp. 116–123, 2019.
B. Parsaulian, "Regulasi Teknologi Finansial (Fintech) Di Indonesia," Fundamental: Jurnal Ilmiah Hukum, vol. 10, no. 2, pp. 167–178, 2021.
Suryadarma and T. Budyastuti, Sistem Informasi Manajemen, Yogyakarta: Deepublish, 2019.
A. A. Syahidah and M. F. Aransyah, "Pengaruh E-Service Quality dan E-Trust terhadap E-Customer Loyalty pada Pengguna Dompet Digital DANA melalui E-Satisfaction sebagai Variabel Intervening," Jurnal SISFOKOM, vol. 12, no. 1, pp. 36–44, 2023.
B. Wijayantini and A. Arif, "Inovasi Keuangan Digital: Mendorong Pertumbuhan Pendapatan UMKM Kuliner Di Era Normal Baru," Jurnal Manajemen dan Bisnis Indonesia, vol. 10, no. 2, pp. 393–403, 2024.
Chusnah and K. T. Indriana, "Pengaruh Kemudahan dan Keamanan terhadap Kepuasan Konsumen FINTECH," KINERJA Jurnal Ekonomi dan Bisnis, vol. 3, no. 1, pp. 111–122, 2020.
N. Laila and N. T. Herawati, "Pengaruh Persepsi Kebermanfaatan, Kemudahan, dan Keamanan terkait Uang Elektronik terhadap Kepuasan Pengguna E-Money (Studi pada Pengguna Jasa Transportasi Laut Ketapang-Gilimanuk)," JIMAT (Jurnal Ilmiah Mahasiswa Akuntansi), vol. 12, no. 2, pp. 403–412, 2021.
Y. Yulianti and Nurhadi, "Pengaruh Security, Trust, Usability, dan Usefulness terhadap Kepuasan Pengguna pada Aplikasi SeaBank," Jurnal Kajian Ekonomi & Bisnis Islam, vol. 5, no. 6, pp. 3167–3182, 2024.
R. Deliyana, B. Permatasari, and D. Sukmasari, "Pengaruh Persepsi Kemudahan, Persepsi Keamanan, dan Persepsi Kepercayaan terhadap Kepuasan Pelanggan dalam Menggunakan Mobile Banking BCA," Journal of Economics and Business Research, vol. 2, no. 2, pp. 1–16, 2022.
S. Suryani and K. Koranti, "Kualitas Pelayanan, Kepercayaan dan Kemanan serta Pengaruhnya terhadap Kepuasan Pelanggan melalui Sikap Pengguna E-Commerce," Jurnal Ilmiah Ekonomi Bisnis, vol. 27, no. 2, pp. 183–198, 2022.
G. W. Billyarta and E. Sudarusman, "Pengaruh Kualitas Layanan Elektronik (E-ServQual) terhadap Kepuasan Konsumen pada Marketplace Shopee di Sleman DIY," OPTIMAL, vol. 18, no. 1, pp. 41–62, 2021.
A. N. Prasetyo and H. L. Yusran, "Pengaruh E-Service Quality dan E-Trust terhadap Repurchase Intention melalui E-Satisfaction pada Pengguna E-Commerce," International Journal of Demos, vol. 4, no. 1, pp. 137–151, 2022.
Kominfo, "[HOAKS] Akun Twitter Mengatasnamakan PT Fliptech Lentera Inspirasi Pertiwi atau Flip," [Online].Available:https://www.kominfo.go.id/content/detail/40585/hoaks-akun-twittermengatasnamakan-pt-fliptech-lentera-inspirasi-pertiwi-atau-flip/0/laporan_isu_hoaks. [Accessed: 7 Jun. 2024].
Sugiyono, Metode Penelitian Kuantitatif, Kualitatif, dan R&D, Bandung: Alfabeta, 2018.
Bank Indonesia, "Mengenal Financial Teknologi," [Online]. Available: https://www.bi.go.id/id/edukasi/Pages/mengenal-Financial-Teknologi.aspx. [Accessed: 2 Feb. 2024].
M. F. Elfian, B. Wijayantini, and Y. G. Wibowo, "The Financial Implications of E-Payment, E-Commerce, and E-Service Quality on Revenue Growth," American Journal of Economics and Business Management, vol. 7, no. 12, pp. 1455–1460, 2024