The Influence of Knowledge, Service Quality, Trust, and Perceived Value on Sharia Fintech Customer Satisfaction
Abstract
Abstract. The existing fintech in Indonesia is changing the landscape of the global financial sector significantly. Using SEM-PLS analysis, this study aims to determine the effect of knowledge, service quality, trust, and perceived value on customers’ satisfaction of sharia fintech. Using the sharia fintech ALAMI customers, this study finds that knowledge, trust, quality of services, and perceived behavior have a positive significant influence on ALAMI's customer satisfaction. This could be attributed to the easy access provided by fintech.
Abstrak. Fintech yang ada di Indonesia mengubah lanskap sektor keuangan global secara signifikan. Dengan menggunakan Analisa SEM-PLS, penelitian ini bertujuan untuk mengetahui pengaruh pengetahuan, kualitas layanan, kepercayaan, dan nilai yang dipersepsikan terhadap kepuasan nasabah fintech syariah. Dengan fokus pada nasabah fintech syariah ALAMI, penelitian ini menemukan bahwa pengetahuan, kualitas layanan, kepercayaan, dan nilai yang dipersepsikan berpengaruh positif signifikan terhadap kepuasan nasabah fintech syariah ALAMI. Hal ini dapat dikaitkan dengan kemudahan akses yang disediakan oleh fintech.
Keywords
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DOI: 10.15408/aiq.v14i2.28327
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