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Examining Determinant of Behavioral Intention to Continue Using Online Loans Through Expectation-Confirmation Model in The Context of Fintech Lending in Indonesia

Published: 22 October 2024 Publication History

Abstract

Financial technology has grown and received a positive response in Indonesia. One type of financial technology experiencing rapid development is fintech lending. Some advantages of fintech lending include ease of access, speed of process, and variety of offers. Therefore, fintech lending should focus on users’ continued use to ensure the survival of information systems. The fintech company must evaluate current policy and create strategic action regarding the user's perspective experiences to maintain customer satisfaction, privacy, and trust. Preceding studies have demonstrated that Indonesian individuals consider several aspects when utilizing fintech loan services. Nevertheless, the research solely concentrated on the intention to use. Therefore, this study examines what factors influence fintech lending users to continue using the service. 200 respondents were successfully recruited virtually and answered 21 self-administered questions. Using the Expectation-Confirmation Model from Structural Equation Model, the results demonstrate that user satisfaction and trust are positively influenced by perceived usefulness, perceived security and privacy, and confirmation of user expectations. Moreover, continuance intention is positively influenced by trust and satisfaction. These results suggest that fintech lending services in Indonesia must develop strategies to enhance user satisfaction and trust to boost users' intentions to continue using the service. Considering the numerous theories and research on the influence of mediating variables, further research on mediating variables is quite interesting.

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  1. Examining Determinant of Behavioral Intention to Continue Using Online Loans Through Expectation-Confirmation Model in The Context of Fintech Lending in Indonesia

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    ICIEB '24: Proceedings of the 2024 4th International Conference on Internet and E-Business
    July 2024
    110 pages
    ISBN:9798400709739
    DOI:10.1145/3690001
    Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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    Published: 22 October 2024

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