Extending the Role of Technology Acceptance Model (TAM) with Perceived Risk and E-Customer Service

Abstract

Technology has developed very rapidly, including technology in the financial world called Financial Technology (Fintech). One of the FinTech products in the online loan sector is Tunaiku. In Tunaiku transactions, there are always issues about high-security risks and lack of quality in customer service, which causes reduced customer satisfaction. Therefore, this study analyzes financial technology's customer satisfaction with the Tunaiku application case study in Greater Jakarta, Indonesia. This research used Extending of Technology Acceptance Model (TAM) with Perceived Risk and E-Customer Service. This research's variables are Customer Satisfaction and Intention to Use as dependent variables, while Perceived Risk, Customer Service, Perceived Usefulness, and Perceived Ease of Use as independent variables. This study population has ever used the Tunaiku application, and 127 respondents met these criteria. Data collection was done by distributing questionnaires online. A Partial Least Square – Structural Equation Model (PLS-SEM) was analyzed using SmartPLS. There are six accepted hypotheses, and one hypothesis is rejected: Perceived Ease of Use on Customer Satisfaction. The result indicates that Customer Satisfaction and Customer Service have a significant influence on Intention to Use. Therefore, Tunaiku must improve Customer Service and reduce security risks by providing much information on its applications, web, and social media.