Pengaruh Knowledge Gap dan Service Quality terhadap Digital Financial Service Experience dengan Internet Usage sebagai Moderator

Abstract

Presently, the widespread adoption of digital transformation is profoundly shaping various industries, driving businesses to expand their digital footprint. In the financial sector, not only traditional banks but also a variety of companies, particularly those in the technology domain like Goto, Shopee, and Traveloka, are entering the market to provide digital financial services, emerging as strong contenders. With numerous companies offering digital financial services in Indonesia, there is a compelling push for businesses to vie in delivering top-notch services to customers, thereby enriching satisfaction and user experience. This research aims to explore the factors influencing the user experience of digital services, specifically within the realm of digital financial services. Employing a purposive sampling technique, the researchers determined the appropriate number of reliable and valid samples for the study. Questionnaires were distributed to Indonesian users of digital financial services to gather primary data, resulting in the analysis of 112 samples. The study indicates that knowledge gaps impact an individual's evaluation of the quality of digital financial services, and service quality significantly influences how users perceive their experience with digital financial services. Notably, no moderating effect of internet usage was detected in the relationship between knowledge gaps and service quality concerning the experience of digital financial services.Digital transformation significantly impacts various industries, compelling businesses to enhance their digital presence. In the financial sector, traditional banks and technology companies like Goto, Shopee, and Traveloka are entering the market with digital financial services and are becoming strong competitors. With the growing number of companies offering digital financial services in Indonesia, businesses are increasingly focused on delivering high-quality services to improve customer satisfaction and user experience. This study investigates factors influencing the user experience of digital financial services. Using purposive sampling, the study gathered 112 valid responses from Indonesian users of these services. Findings reveal that knowledge gaps negatively affect user experience, as limited understanding hinders full utilisation of available features. Additionally, high-quality service, characterised by reliability, ease of use, and responsiveness, enhances user satisfaction and trust, leading to a more positive overall experience. However, the study found no moderating effect of internet usage on the relationship between knowledge gaps and service quality, suggesting that other factors may play a more significant role in this dynamic.