Understanding the digital payment services through user experience during the pandemic era

Abstract

Technological developments have accelerated disruption in various fields. Even the financial system has now been disrupted. The emergence of Financial Technology (Fintech) has spawned new companies with more competitive business models. In this pandemic era, the number of digital payment users continues to increase. This research analyses the factors that strengthened and weakened the digital payment services from the user perspective. Researchers used qualitative research methods. Data were collected by conducting in-depth online interviews with 193 digital payment users in Indonesia during the pandemic. Factors that became the service strengths are, provide convenience (practical), give a sense of security, offer promos that benefit users, and conform with prevailing trends. Some factors become weaknesses of digital payment services. The first factor is related to network and software constraints—the second factor is service security. The third factor is related to inadequate supporting facilities and infrastructure. The existence of administrative fees and minimum balances become the fourth factor. The fifth factor is associated with the elderly who find that the platform is complicated to use—the sixth factor-related consumptive behavior. And the last element is the presence of marketing promises, which do not fit with reality.