The Effects of Perceived Ease of Use, Security, and Promotion on Trust and Its Implications on Fintech Adoption

Abstract

The advancement of mobile devices and their usage has increased the uptake of fintech innovation. These new technologies should provide ease of use and give advantages to their customers. On the other side, mobile application security threats have increased tremendously and have become a great challenge for both users, in this case, as customers, and fintech innovators. Meanwhile, service should be promoted to the customers to establish fintech's brand to society. This research empirically examined the components affecting the expectations of users to adopt fintech. By collecting 100 samples who have already used a couple of brands of Fintech and Sakuku as their payment method, and by utilizing Structural Equation Modeling- Partial Least Square (SEM-PLS) as the technique of analysis, the empirical results definitely confirmed that perceived ease of use (PEOU) and promotion positively and significantly affected the customer trust. Meanwhile, security did not significantly affect trust. The finding also implied that in order to increase the fintech adoption rate, customer trust should be built.

Customer Experience in Fintech

“…The growing impact of the fintech sector depends on technological innovation [13], as well as on combining the innovative processes with the creation and delivery of customized, 24/7 financial services that enhance customer experience [14]. Fintech means not only service innovation, but also innovation of financial business models [15][16][17]. Fintech companies are more technology-oriented than traditional counterparts; with the help of information technologies, financial services can be offered to customers in a faster and more convenient way and at lower costs [2,18].…”

Analisis Pengaruh Brand Image, Trust, Security, Perceived Usefulness, Perceived Ease Of Use Terhadap Adoption Intention Fintech Di Kota Batam

“…Apabila pengguna merasa mengadopsi fintech tidak perlu memperhatikan trust, maka niat pengguna untuk mengadopsi fintech akan rendah karena tidak memiliki dasar atas kepercayaan untuk menggunakan fintech. Trust dinyatakan terdapat pengaruh positif dan signifikan terhadap adoption intention fintech pada penelitian Nguyen et al (2016), Ahmad et al (2016), Fernando et al (2018, Ma et al (2018), Wong dan Mo (2019), Meyliana et al (2019), Gupta et al (2019), Nangin et al (2020), Candra et al (2020) dan Abebe dan Lessa (2020). Trust juga memiliki pengaruh tidak signifikan yang dikaji oleh Yuniarti (2020) dan Anjelina (2018).…”

“…2016)Lai (2016),Ryu (2018),Teng et al (2018),Wong dan Mo (2019),Putritama (2019),Hu et al (2019),Chong et al (2019),Ibrahim et al (2019),Nangin et al (2020),Nanggala (2020), dan Abebe dan Lessa (2020). Perceived Usefulness memiliki nilai uji t sebesar 3,331 dan nilai signifikansi 0,001 yang menyatakan manfaat penggunaan memiliki hubungan signifikan positif terhadap niat adopsi fintech di Kota Batam.…”

Factors influence ease of use on Fintech adoption: Mediating by the role of attachment anxiety under Covid-19 pandemic

“…If customers feel their confidential information is protected, this will increase their desire to continue using their services (Lim, Kim, Hur, & Park, 2019). Thus, Fintech services with highly secure data security systems will surely attract users' trust and retain long-term customers (Nangin, Barus, & Wahyoedi, 2020). Therefore, we formulate the following hypothesis.…”

“…Since users recognize Fintech is easy to use, can be a supportive tool to release their anxiety, then attachment anxiety can relate to perceived ease of use (Saadé & Kira, 2007). Thus, the easier it is to use, the more users will increase their intention to use Fintech, especially in the Covid context, as a way of increasing social interaction and reducing feelings of anxiety, and increasing connection (Davis, 1989;Nangin et al, 2020;Venkatesh, 2000). Thus, we assume that: H6: The attachment anxiety during Covid-19 pandemic mediates the relationship between perceived ease of use and intention to adopt Fintech…”