THE EFFECT OF FINTECH USAGE ON CONSUMER BEHAVIORAL INTENTIONS THROUGH FINANCIAL LITERACY AND CUSTOMER SATISFACTION ON INVESTMENT APPLICATIONS

Ismawati; Agus Maolana Hidayat; Mahir Pradana

doi:10.62567/micjo.v2i3.913

Authors

Ismawati Telkom University
Agus Maolana Hidayat Telkom University
Mahir Pradana Telkom University

DOI:

https://doi.org/10.62567/micjo.v2i3.913

Keywords:

investment, Fintech Use, financial literacy, Behavioral Intention

Abstract

This study seeks to explore the relationship between the understanding of fintech usage, behavioral intention, financial literacy, customer satisfaction, and brand image within the framework of the Bibit investment application. As consumer awareness of digital financial services continues to increase, companies are adopting strategies to strengthen user engagement and foster trust. The research highlights the critical role of financial literacy and customer satisfaction in cultivating stronger relationships between users and fintech platforms. The findings indicate that enhancing financial literacy and providing intuitive, user-friendly experiences not only elevate customer satisfaction but also encourage greater user loyalty. In light of the rising demand for informed decision-making and trust in digital financial services, fintech platforms that align with consumer expectations regarding education and service quality are better positioned to build long-term, meaningful relationships with users, thereby promoting sustained engagement and brand loyalty. Furthermore, the paper addresses the potential directions for future research focused on enhancing customer engagement with fintech platforms, particularly in the context of a highly competitive and awareness-driven market.

Downloads

Download data is not yet available.

References

[1] P. Georgios A. and W. John O. S., "Financial literacy and responsible finance in the FinTech era: capabilities and challenges," The European Journal of Finance, vol. 26, 2022.

[2] Harva, Z. B., Pradana, M., Yunani, A., Tikupadang, W., & Kurnianingrum, D. (2024, June). Green purchase behavior: a preliminary study. In International Conference on Medical Imaging, Electronic Imaging, Information Technologies, and Sensors (MIEITS 2024) (Vol. 13188, pp. 322-327). SPIE.

[3] Yunani, Akhmad, Yuhana Astuti, Tarandhika Tantra, Eva Nurhazizah, Mahir Pradana, Marheni Eka Saputri, Mokhtarrudin Ahmad, and Aznul Fazrin Bin Abu Sujak. "Systematic Literature Review on Tourism Village in Indonesia." WSEAS Transactions on Systems 23 (2024): 60-65..

[4] H. Kartika, I. G. M. Karmawan and T. Rusmanto, "The Influence of Financial Literacy, Financial Experience, Behavioral Finance, and Investor Awareness on The Use of Fintech Applications in Making Investment Decisions," 2023 International Conference on Information Management and Technology (ICIMTech), 2023.

[5] Y. Li, Z. Li, F. Su, Q. Wang and Q. Wang, "Fintech Penetration, Financial Literacy, and Financial Decision-Making:Empirical Analysis Based on Tar," Hindawi, vol. 12, 2020.

[6] R. A. AlSuwaidi and C. Mertzanis, "Financial literacy and FinTech market growth around the world," International Review of Financial Analysis, Vols. 95, Part B, 2024.

[7] A. Meghna, K. M. Nayak and B. Viral, "Examining the factors influencing fintech adoption behaviour of gen Y in India," Cogent Economics & Finance, vol. 11, 2023.

[8] J. Qi, S. Chatterjee, W. Sheri, H. Keith and W. Bartosz, "Using an extended post-acceptance framework to examine consumer adoption of fintech," International Journal of Bank Marketing, 2024.

[9] B. Kholoud, H. Nazimah and K. Suzilawati, "Behavioral intention to adopt FinTech services: An extension of unified theory of acceptance and use of technology," Journal of Open Innovation: Technology, Market, and Complexity, 2024.

[10] H. Charles, D. M. and A. Hayford, "Understanding Consumers’ Continuous use of Fintech Solutions in Emerging Economies: A Blended Theory Approach (2024)," IEEE Transactions on Engineering Management, 2024.

[11] S. Sreeram, S. Mala and R. Anupam, "Attitudinal factors, financial literacy, and stock market participation," International Journal of Bank Marketing, 2017.

[12] V. Cristina Chueca and A. Luis Ferruz, "Fintech and Sustainability: Do They Affect Each Other?," Sustainability, vol. 13(13), no. 7012, 2021.

[13] R. A. Prastyanti, R. Rezi and R. Istiyawati, "Ethical Fintech is a New Way of Banking," Kontigensi: Jurnal Ilmiah Manajemen, vol. 11, no. 1, pp. 255-260, 2023.

[14] H. Mohammad Hasibul, H. Muhammed Zakir, H. Latul and D. Md Abutaher, "FinTech and Sustainable Finance: How is FinTech Shaping the Future of Sustainable Finance?," European Journal of Management, Economics and Business, vol. 1, no. (3), pp. 100-115, 2023.

[15] K. Gai, Q. Meikang and S. Xiaotong, "A survey on FinTech," Journal of Network and Computer Applications, no. 103, pp. 262-273, 2018.

[16] A.-L. Mention, "The future of fintech," Research-Technology Management, vol. 62, no. (4), pp. 59-63, 2019.

[17] E. Jumady, S. Alam, H. Hasbiyadi, Y. Fajriah and Y. Anggraini, "he Effect of Financial Planning on Consumer Debt Management: The Role of Financial Literacy, Self-Efficacy, and Financial Motivation," Atestasi: Jurnal Ilmiah Akuntansi, vol. 7, no. (1), pp. 340-368, 2024.

[18] A. Gallegos, A. Valencia-Arias, L. A. Rodríguez Zavala, P. A. Rodríguez-Correa, E. M. Rojas and L. D. R. C. Rodríguez, "Adoption of financial literacy: systematic literature review and proposal of a theoretical model.," Journal of Infrastructure, Policy and Development, vol. 9, no. (1), p. 9840, 2025.

[19] D. L. Remund, "Financial literacy explicated: The case for a clearer definition in an increasingly complex economy," Journal of consumer affairs, vol. 44, no. (2), pp. 276-295, 2010.

[20] Z. Chu, Z. Wang, J. J. Xiao and W. Zhang, "Financial literacy, portfolio choice and financial well-being.," Social indicators research, no. 132, pp. 799-820, 2017.

[21] H. Hasniati, D. P. Indriasar and A. Sirajuddin, "Pengaruh Customer Experience terhadap Repurchase Intention Produk Online dengan Customer Satisfaction sebagai Variable Intervening," Management and Accounting Research Statistics, vol. 1, no. (2), pp. 11-23, 2021.

[22] G. Dash, K. Kiefer and J. Paul, "Marketing-to-Millennials: Marketing 4.0, customer satisfaction and purchase intention," Journal of business research, no. 122, pp. 608-622, 2021.

[23] S. Li-hui, "Research on Customer Satisfaction Theory," Journal of Northeast Normal University, 2003.

[24] M. J. Ryan, "Behavioral intention formation : the interdependency of attitudinal and social influence variables," Journal of Consumer Research, 1982.

[25] I. S. Almashhadani, M. Abuhashesh, A. Bany Mohammad, R. E. Masa’deh and M. Al-Khasawneh, "Exploring the determinants of FinTech adoption and intention to use in Jordan: The impact of COVID-19," Cogent Social Sciences, vol. 9, no. (2), p. 2256536, 2023.

[26] M. Patterson, "Re-appraising the concept of brand image," Journal of Brand Management, no. 6, pp. 409-426, 1999.

[27] M. Isoraite, "Brand image theoretical aspects.," Integrated journal of Business and Economics, vol. 2, no. (1), p. 116, 2018.

[28] A. Plumeyer, P. Kottemann, D. Böger and R. Decker, "Measuring brand image: a systematic review, practical guidance, and future research directions.," Review of Managerial Science, no. 13, pp. 227-265, 2019.

[29] J. N. Tristiani and N. Apriyana, "The Impact Of Brand Endorser And Perceived Value On Purchase Intention On Local Brand Emina," Jurnal Ekonomi, vol. 13, no. (4), pp. 842-854, 2024.

[30] J. Hair, J. F., M. Sarstedt, L. M. Matthews and C. M. Ringle, "Identifying and treating unobserved heterogeneity with FIMIX-PLS: part I–method.," European business review, vol. 28, no. (1), pp. 63-76, 2016.

[31] N. M. Utami, M. Pradana and A. M. Hidayat, "Financial Literacy and Fintech Use’s Effects on Indonesian Young Adults’ Financial Well-Being: Financial Behavior as a Mediation Variable," Journal of Ecohumanism, vol. 4, no. (1), pp. 1288-1298, 2025.