Examining User Satisfaction and Continuous Usage Intention of Digital Financial Advisory Platforms

Athapol Ruangkanjanases; Taqwa Hariguna

doi:10.28991/HIJ-2025-06-01-015

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Athapol Ruangkanjanases Department of Commerce, Chulalongkorn Business School, Chulalongkorn University, Bangkok, 10330,, Thailand
Taqwa Hariguna
taqwa@amikompurwokerto.ac.id
Department of Information System and Magister Computer Sciences, Universitas Amikom Purwokerto, Purwokerto Utara, 53127,, Indonesia https://orcid.org/0000-0003-1801-6791

Vol. 6 No. 1 (2025): March

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This study investigates the factors influencing user satisfaction (US) and continuous intention (CI) to use digital financial advisory platforms in Indonesia, focusing on perceived ease of use (PEU), perceived enjoyment (PE), and service quality (SQ). Data from 413 respondents were collected through an online survey and analyzed using structural equation modeling (SEM) with SmartPLS. Results revealed that PEU significantly influences PE (β = 0.923, t-value = 88.677, p < 0.001) and CI (β = 0.471, t-value = 13.950, p < 0.001), demonstrating the critical role of usability in enhancing user engagement. PE positively affects US (β = 0.211, t-value = 7.248, p < 0.001), while SQ strongly predicts US (β = 0.773, t-value = 29.423, p < 0.001). The strong impact of the US on CI (β = 0.518, t-value = 15.117, p < 0.001) highlights satisfaction's importance for user retention. R-squared values of 0.851 for PE, 0.876 for US, and 0.878 for CI indicate substantial explanatory power. This study extends the Technology Acceptance Model (TAM) by integrating enjoyment and SQ, offering a comprehensive framework for understanding user behavior in digital finance. Findings underscore the need for user-friendly design, engaging features, and high service standards to enhance satisfaction and retention.

Doi: 10.28991/HIJ-2025-06-01-015

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Ruangkanjanases, A., & Hariguna, T. (2025). Examining User Satisfaction and Continuous Usage Intention of Digital Financial Advisory Platforms. HighTech and Innovation Journal, 6(1), 216–235. https://doi.org/10.28991/HIJ-2025-06-01-015

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Examining User Satisfaction and Continuous Usage Intention of Digital Financial Advisory Platforms

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Most Cited Articles

Towards Bayesian Quantification of Permeability in Micro-scale Porous Structures – The Database of Micro Networks

Physicochemical and Microstructural Characterization of Klias Peat, Lumadan POFA, and GGBFS for Geopolymer Based Soil Stabilization

Seismic Upgradation of RC Beams Strengthened with Externally Bonded Spent Catalyst Based Ferrocement Laminates

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