The influence of perceived usefulness and perceived risk on loyalty through satisfaction as an intervening variable for users of Flip fintech application in Semarang City

Amalia, Meyda Santriana and Widayanto, Widayanto (2025) The influence of perceived usefulness and perceived risk on loyalty through satisfaction as an intervening variable for users of Flip fintech application in Semarang City. World Journal of Advanced Research and Reviews, 27 (1). pp. 727-739. ISSN 2581-9615

The growth of fintech services in Indonesia has encouraged the public to shift to more practical digital transactions. Flip offers free interbank transfers with efficient service, but recent user complaints about delayed transactions, limited features, and unresponsive service reveal a gap between expectations and reality. This may reduce user satisfaction and weaken loyalty. This study examines the influence of perceived usefulness and perceived risk on user loyalty, with user satisfaction as a mediating variable. This explanatory research used a quantitative approach with 97 Flip users in Semarang City aged 18 to 35 years as respondents. The sample was obtained through purposive and accidental sampling. Data were collected via questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The results show that perceived usefulness has a significant positive effect on satisfaction and loyalty, while perceived risk negatively affects both. Satisfaction partially mediates the relationship between perceived usefulness and loyalty but does not mediate the effect of perceived risk. Based on these findings, it is recommended that Flip enhance its service by adding features that meet user needs, improving transaction speed and reliability, and providing clearer and more responsive customer support. These efforts are expected to enhance user satisfaction and foster stronger loyalty.