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

Abstrak

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.