Trust, Security, and Service: Key Drivers of User Satisfaction in the Flip App Experience
DOI:
https://doi.org/10.31150/ajebm.v8i2.3307Keywords:
E-security, E-trust, E-service Quality, E-satisfaction, FinTech, Flip App, Digital TransactionsAbstract
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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