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All Journal Journal Of Human And Education (JAHE) PERFECT EDUCATION FAIRY
Sutarjo Sutarjo
Universitas Islam Syekh-Yusuf
Religion Humanities Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Fintech Adoption and Customer Loyalty in Indonesian Banking: The Mediating Role of Trust in the Perceived Benefit–Risk Trade-Off Ria Erika; Sugeng Lubar Prastowo; Sutarjo Sutarjo
PERFECT EDUCATION FAIRY Vol. 3 No. 3 (2025): PERFECT EDUCATION FAIRY
Publisher : PT. Batari Edu Calya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56442/pef.v3i3.1219

Abstract

Financial technology (fintech) is reshaping banking by offering efficiency and accessibility, yet customer loyalty depends on balancing perceived benefits and risks. This study examines how fintech adoption influences loyalty through the mediating role of trust, with perceived benefit and perceived risk as antecedents. A quantitative survey of 150 Bank Rakyat Indonesia (BRI) customers in Tangerang was analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). Results show that fintech adoption significantly increases perceived benefits, which positively affect trust, while perceived risk exerts a negative but insignificant influence. Trust does not directly predict loyalty but partially mediates the benefit–loyalty relationship. These findings highlight the benefit–risk trade-off in fintech adoption and underscore the importance of enhancing trust to sustain customer loyalty. The study contributes to fintech adoption theory and provides practical guidance for banks to improve customer experience while mitigating risks.
Peran User Experience Sebagai Variabel Pemediasi Pengaruh E-Service Quality dan Fitur Aplikasi Terhadap Customer Loyalty Pengguna DANA Cindy Aulia Hafifah; Sutarjo Sutarjo; Sofian Sofian
Journal Of Human And Education (JAHE) Vol. 6 No. 4 (2026): Journal of Human And Education (JAHE)
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jh.v6i4.2849

Abstract

This study aims to analyze the contribution of e-service quality and application feature superiority in building user loyalty among DANA e-wallet users in the Tangerang Raya region, positioning user experience (UX) as an intervening variable. A quantitative methodology was applied through a structured survey approach, where questionnaire instruments were distributed to 150 respondents selected carefully using a purposive sampling technique. Data processing and hypothesis testing were conducted utilizing Structural Equation Modeling based on Partial Least Squares (SEM-PLS). Empirical findings confirm that both digital service quality and feature completeness directly exert a significant positive impact on improving user experience while driving customer loyalty. Furthermore, user experience is proven to play a crucial role as a bridging variable that mediates the influence of electronic services and application features on sustainable user loyalty. These results provide strategic implications for DANA management to prioritize the optimization of system reliability, interface convenience, and transaction efficiency to strengthen their competitive position and retain the digital consumer base amid fierce competition in the fintech industry.
Co-Authors Cindy Aulia Hafifah Ria Erika Sofian Sofian Sugeng Lubar Prastowo