The Effect of Financial Technology (Fin-Tech) on Customer Satisfaction Level (A Case Study on SMEs)
- DOI
- 10.2991/aer.k.201221.107How to use a DOI?
- Keywords
- Financial Technology, Small and Middle Company, Customer Satisfaction Level
- Abstract
This study aims to measure the effect of Financial Technology Information System (Fin-Tech) service quality to customers’ satisfaction level on the coffee shop business managed by young businessmen. With the growing enthusiasm of young people to start their businesses, Fin-Tech is favorable since the millennial are quite familiar with technology applications. OVO, Go pay, Link, and Fund providers will be referred to as Fin-tech applications in this research. As the research, a case study held on Small and Medium Enterprises (SMEs) in Bandung since this business sector is getting more attention to continue developing. Likert scale was used in this study. Statistical technique is descriptive study using double analysis linear regression. The variables for Fintech System were tangibility, reliability, responsiveness, assurance, and empathy. The variables for Customer satisfaction were content, accuracy, format, easy of use, and timeliness. The method used to measure satisfaction is End User Computer Satisfaction (EUCS), which compared the expectations and the reality of an information system.The study results found that the Fin-tech information system has affected the customer satisfaction level, and it has a significant effect on the System Quality Variable value of 8.187 with the T-Table is 2.00 and a significance of 0.00. It is proved that the Fin-tech quality has a positive effect on customer satisfaction level. The study highlights four kinds of Fintech that used by Customer of Small and middle Company. This study will contribute several implications to Financial Technology used by Small and middle Company, and this will help enhance the satisfaction level of customers and increasing the revenues of the company.
- Copyright
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Riauli Susilawaty Hutapea PY - 2020 DA - 2020/12/22 TI - The Effect of Financial Technology (Fin-Tech) on Customer Satisfaction Level (A Case Study on SMEs) BT - Proceedings of the International Seminar of Science and Applied Technology (ISSAT 2020) PB - Atlantis Press SP - 668 EP - 674 SN - 2352-5401 UR - https://doi.org/10.2991/aer.k.201221.107 DO - 10.2991/aer.k.201221.107 ID - Hutapea2020 ER -