Factors affecting user satisfaction and trust in the use of digital pawnshop service applications

Abstract

Background: The swift expansion of digital financial services has heightened the significance of comprehending the elements that influence customer satisfaction and trust, especially in fintech applications. This study investigates the impact of User Experience (UX), Security (SE), and Accessibility (AC) on User Satisfaction (US) and User Trust (UT) in the Pegadaian Digital Service application. Methods: A quantitative approach was employed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). Data were collected from 325 users of the Pegadaian Digital Service application in Indonesia. The analysis included evaluation of both the measurement model (outer model) and the structural model (inner model) to assess the validity, reliability, and relationships among the constructs. Findings: The results demonstrate that all constructs are valid and reliable. User Experience, Security, and Accessibility jointly explain 37.2% of the variance in User Satisfaction and 45.3% of the variance in User Trust. Security and Accessibility have significant positive effects on both User Satisfaction and User Trust, with Security showing the strongest influence on User Trust. Conversely, User Experience does not have a significant effect on either User Satisfaction or User Trust. Conclusion: The findings indicate that users of digital financial services prioritize security and accessibility over interface-related experiences when evaluating service quality. Therefore, improving security systems and enhancing accessibility are critical strategies for increasing user satisfaction and building sustainable user trust in digital financial services. Novelty/Originality of this Article: This study offers a novel contribution by simultaneously integrating User Experience, Security, and Accessibility within a single research framework to examine their effects on User Satisfaction and User Trust in the context of a digital pawnshop application. The findings highlight that functional factors, particularly security and accessibility, are more influential than user experience in shaping users’ satisfaction and trust.