The Influence of Perceived Quality, Perceived Ease of Use, and Perceived Transaction Security on User Satisfaction in Flip Application (A Study on the Millennial Generation and Generation Z)
Abstract
The development of technology, especially information technology, has penetrated various sectors in Indonesia, from education to banking. With this, banking access can be used by all groups flexibly through fintech services. Flip is a real example of how technology services can collaborate with the banking sector to expand the reach of its services. Flip. The application helps its users to make free interbank transfers, send money abroad via Flip Globe, top up e-wallets, pay electricity bills, buy electricity tokens, top up credit, buy data packages, Internet & TV, BPJS Health, Credit Installments at affordable costs. This study aims to test the effect of perceived quality, perceived ease of use, and perceived transaction security on user satisfaction in the flip application (a study of the millennial generation and generation z). The population in this study were all residents in the city of Surabaya who had made transactions using the Flip application. The data collection method was through a survey using a questionnaire to 155 respondents with a non-probability sampling method through Purposive Sampling. Data analysis techniques include testing validity, reliability, classical assumptions, multiple linear regression, coefficient of determination, F test and t test. The results showed that simultaneously the variables perceived quality, perceived ease of use, and perceived transaction security have a significant effect on user satisfaction. Partially perceived ease of use and perceived transaction security have a significant positive effect on user satisfaction, while perceived quality has a positive but insignificant effect.
Downloads
References
Abrilia, N. D., & Tri, S. (2020). Pengaruh Persepsi Kemudahan Dan Fitur Layanan Terhadap Minat Menggunakan E-Wallet Pada Aplikasi Dana Di Surabaya. Jurnal Pendidikan Tata Niaga, 8(3), 1006–1012.
Adelfi, F., & Rahmah, N. A. (2023). Pengaruh Kualitas Sistem, Kualitas Informasi, Dan Kualitas Layanan Terhadap Kepuasan Pengguna Aplikasi Flip (Studi Kasus Pada Mahasiswa Fakultas Ekonomi Dan Bisnis Universitas Jenderal Achmad Yani). Journal of Economic, Bussines and Accounting (COSTING), 7(1), 1076–1089. https://doi.org/10.31539/costing.v7i1.6292
Afrilliana, N. (2020). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Grab di Kota Palembang. Jurnal Nasional Manajemen Pemasaran & SDM, 1(2), 46–55. https://doi.org/10.47747/jnmpsdm.v1i2.119
Agustiningrum, D., & Andjarwati, A. L. (2021). Pengaruh Kepercayaan, Kemudahan, dan Keamanan terhadap Keputusan Pembelian di Marketplace. Jurnal Ilmu Manajemen, 9(3), 896–906. https://doi.org/10.26740/jim.v9n3.p896-906
Alodiya Sifa Meiyantika, & Yuniardi Rusdianto. (2024). The Influence of Service Quality, Security, and Product Features on User Customer Satisfaction BRImo Application (Study of BRImo Application Users in Madiun Regency). Formosa Journal of Multidisciplinary Research, 3(3), 225–236. https://doi.org/10.55927/fjmr.v3i3.8582
DataIndonesia.id. (2023). Survei DataIndonesia.Id: Penetrasi Fintech Semakin Dalam. Bisnis.Com. https://finansial.bisnis.com/read/20230321/563/1639419/survei-dataindonesiaid-penetrasi-fintech-semakin-dalam
Djaja, J., Tongli, B., & Tahendrika, A. (2022). Pengaruh Kemudahan Dan Keamanan Transaksi Menggunakan Kode QR Terhadap Kepuasan Pengguna Shopeepay Pada Mahasiswa Universitas Atma Jaya Makassar. Jurnal Ekonomi, Bisnis Dan Terapan (JESIT), 3(1), 35–50. https://doi.org/10.47178/jesit.v3i1.1644
Ema Fitri L et al., (2023). (2023). The Influence of Store Atmosphere on Customer Satisfaction Toward “Penyet Chicken” Cindelaras Bagan Batu, Rokan Hilir Regency. Jurnal PubBis, 7(1), 1. https://doi.org/10.35722/pubbis.v7i1.722
Fathurrochman, I., Endang, E., Bastian, D., Ameliya, M., & Suryani, A. (2021). Strategi Pemasaran Jasa Pendidikan Dalam Meningkatkan Nilai Jual Madrasah Aliyah Riyadus Sholihin Musirawas. Jurnal Isema : Islamic Educational Management, 6(1), 1–12. https://doi.org/10.15575/isema.v6i1.9471
GooglePlayStore. (2025). Rating Pengguna Aplikasi Flip: Transfer Tanpa Admin. https://play.google.com/store/apps/details?id=id.flip
Hafidhuddin, M. A., & Azizah, N. (2023). The Influence of Perceived Usefulness, Perceived Ease of Use, and Service Quality on Continuance Intention with Satisfaction as an Intervening Variable (Study of Indrive Application Users in Surabaya). International Journal of Economics, 2(2), 2961–712. https://doi.org/10.55299/ijec.v2i2.717
Hermanto. (2019). Faktor Pelayanan, Kepuasan, dan Loyalitas Pelanggan. In CV. Jakad Publishing Surabaya.
Id.techinasia.com. (2024). Data fintech Indonesia: panduan lengkap. https://id.techinasia.com/data-fintech-indonesia-panduan-lengkap
Kelly, T. P. M. F. (2020). Pemasaran Jasa. In Angewandte Chemie International Edition, 6(11), 951–952.
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 101487. https://doi.org/https://doi.org/10.1016/j.techsoc.2020.101487
Nugraha, J. P., Irawan, B., Suryawan, R. F., Damanik, D., Wahyani, W., Rahmi, E., Aprizal, Utami, A. R., Febrian, W. D., Harto, B., Seto, A. A., Sulistiyo, H., Sani, I., Firdaus, A., & Suartini, S. (2023). Metodologi Penelitian Untuk Bisnis (Issue March). https://www.google.co.id/books?id=1--zEAAAQBAJ
Pandiangan, K., Masiyono, M., & Dwi Atmogo, Y. (2021). Faktor-Faktor Yang Mempengaruhi Brand Equity: Brand Trust, Brand Image, Perceived Quality, & Brand Loyalty. Jurnal Ilmu Manajemen Terapan, 2(4), 471–484. https://doi.org/10.31933/jimt.v2i4.459
Permatasari, B. (2022). Pengaruh Persepsi Kemudahan, Persepsi Keamanan, Dan Persepsi Kepercayaan Terhadap Kepuasan Pelanggan Dalam Menggunakan Mobile Banking Bca. Journals of Economics and Business, 2(2), 1–16. https://doi.org/10.33365/jeb.v2i2.112
Pratiwi, D. N., Dewi, F. P., & Ayuningtyas, V. (2022). Financial Technology (FINTECH): Generasi Z dan Generasi Milenial. Seminar Inovasi Manajemen Bisnisdan Akuntansi(SIMBA) 4, 4(September), 1–8. http://prosiding.unipma.ac.id/index.php/SIMBA/article/view/3593
Puteri, A. Y. (2023). Pengaruh Manfaat dan Kemudahan Penggunaan terhadap Adopsi Sistem Informasi Akuntansi pada Sektor Ukm Di Kabupaten Sukabumi. Journal of Economics, Finance, and Social Science Review, 1(2), 57–72.
Rakib, M., & Makassar, U. N. (2023). Manajemen pemasaran (Issue March).
Safira, S. N., & Nirawati, L. (2024). The Influence of E-Servicescape, E-Trust, and E-Service Quality on Customer Satisfaction on the E-Commerce. Jurnal Manajemen Bisnis, 11(2), 1530–1543. https://doi.org/10.33096/jmb.v11i2.920
Salwa, A. (2023). pengaruh persepsi kemudahan, persepsi manfaat dan persepsi keamanan terhadap minat orang tua mahasiswa dalam menggunakan e-payment flip.id. Universitas Islam Indonesia, 1–117. http://dspace.uii.ac.id/123456789/42845
Sauw Oktavianus, Renny Mointi, A Syahrul Makkuradde, Sujatmiko, & Angdy Ayu Mustika. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pengguna Mobile Banking Pada PT Bank Sulselbar Cabang Soppeng. Jurnal Manajemen Perbankan Keuangan Nitro, 6(1), 39–53. https://doi.org/10.56858/jmpkn.v6i1.91
Siregar Irayana Novia. (2023). Pengaruh Kualitas Sistem Informasi Akuntansi, Kualitas Layanan, Dan Keamanan Sistem Terhadap Kepuasan Pengguna Aplikasi Berbasis Mobile Banking Pada Bank Mandiri Kcp Medan Zainul Arifin. Universitas Medan Area.
Sugiyono. (2020). Metodologi Penelitian Kuantitatif, Kualitatif dan R & D.
Toha, Mohamad & Habibah, N.J. (2023). MSME Empowerment and Development Program to Increase Consumer Satisfaction. Sahwahita: Community Engagement Journal, 1(1), 26-39. https://e-journal.bustanul-ulum.id/index.php/Sahwahita/article/view/24
Copyright (c) 2025 Veronica Mechy Luklu'ul Firdaus, R. Yuniardi Rusdianto
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
