Pengaruh Financial Technology terhadap E-Service Quality Perbankan Nasional dengan Digital self-efficacy sebagai Variabel Moderasi

Nofiawaty Nofiawaty; Rika Henda Safitri; Padriansyah Padriansyah; Rizka Novelia; Umi Kalsum; Rosihan Arief HS

doi:10.33395/owner.v10i3.3432

Authors

Nofiawaty Nofiawaty Universitas Sriwijaya
Rika Henda Safitri
✉ Corresponding author: rikahenda@unsri.ac.id Universitas Sriwijaya
Padriansyah Padriansyah Universitas Sriwijaya
Rizka Novelia Universitas Sriwijaya
Umi Kalsum Universitas Sriwijaya
Rosihan Arief HS Universitas Sriwijaya

DOI:

https://doi.org/10.33395/owner.v10i3.3432

Keywords:

digital self-efficacy, e-service quality, financial technology, national banking

Abstract

This study aims to empirically test and analyze the direct influence of Financial technology and e-service quality on the level of e-banking usage, empirically test the influence of digital self-efficacy in moderating the relationship between financial technology and e-service quality on e-banking usage. This empirical study uses primary data with a national banking customer population in the South Sumatra region. The research sample with random sampling amounted to 409 respondents and was analyzed using the SEM-PLS technique. The results showed that financial technology (? = 0.191; p = 0.007), e-service quality (? = 0.338; p = 0.000), and digital self-efficacy (? = -0.043; p = 0.551) were proven to have a positive and significant influence on e-banking usage, with e-service quality as the most dominant factor in driving adoption. However, digital self-efficacy (? = -0.043; p = 0.551 and ? = -0.109; p = 0.201) did not act as a moderating variable, so the influence of financial technology and e-service quality on e-banking use is direct and does not depend on the individual's level of digital ability.

Downloads

Download data is not yet available.

Author Biographies

Nofiawaty Nofiawaty, Universitas Sriwijaya

Departement Management

Padriansyah Padriansyah, Universitas Sriwijaya

Departement Accounting

Rizka Novelia, Universitas Sriwijaya

Departement Accounting

Umi Kalsum, Universitas Sriwijaya

Departement Accounting

Rosihan Arief HS, Universitas Sriwijaya

Mahasiswa Program Doktor Ilmu Ekonomi, Fakultas Ekonomi, Universitas Sriwijaya

References

Abdulkareem, A. K., & Ramli, R. M. (2022). Does trust in e-government influence the performance of e-government? An integration of information system success model and public value theory. Transforming Government: People, Process and Policy, 16(1), 1–17. https://doi.org/10.1108/TG-01-2021-0001

Aeni, T. I., Rena, S., & Destiana, R. (2024). The Influence of the Use Financial Technology, Owner Financial Literacy, and Risk Tolerance on the Performance of MSMEs in Indonesia. International Journal of Business, Law, and Education. https://doi.org/10.56442/ijble.v5i1.494

Alam, Y., Azizah, S. N., & Caroline, C. (2025). Digital Transformation in Banking Management: Optimizing Operational Efficiency and Enhancing Customer Experience. International Journal of Management Science and Information Technology, 5(1), 46–55. https://doi.org/10.35870/ijmsit.v5i1.3646

Aldaarmi, A. A., Olatokun, W., Alabduljabbar, A., Alateyah, S., Alhargan, A., & Alzahrani, N. (2024). Fintech service quality of Saudi banks: Digital transformation and awareness in satisfaction, re-use intentions, and the sustainable performance of firms. Sustainability, 16(6), 2261.

Aleisa, N. (2024). Key factors influencing the e-government adoption: a systematic literature review. Journal of Innovative Digital Transformation, 1(1), 14–31. https://doi.org/10.1108/jidt-09-2023-0016

Alqararah, E. A., Shehadeh, M., & Yaseen, H. (2025). The Role of Digital Transformation Capabilities in Improving Banking Performance in Jordanian Commercial Banks. Journal of Risk and Financial Management, 18(4), 196. https://doi.org/10.3390/jrfm18040196

Andriani, P., Setyorini, N., & Shibghatalloh, A. H. (2021). Investigating E-Servicescape Influence to Customer Response In Digital Islamic Banking. International Journal of Islamic Economics and Finance (IJIEF), 4(1). https://doi.org/10.18196/ijief.v4i1.10299

Anggreani, C., & Falikhatun. (2024). The Influence of Digital Technology on Indonesian Micro Companies’ Financial Performance. International Journal of Economics, Business and Management Research. https://doi.org/10.51505/ijebmr.2024.8104

Az Zahro, S. R., Nurjanah, N., & Mutmainah, N. (2022). Penerapan E-Government melalui Sectoral Protocol System guna Mewujudkan Good Governance di Indonesia. Jurist-Diction, 5(1), 341. https://doi.org/10.20473/jd.v5i1.32871

Bandura, A. (1977). Self-efficacy: Toward a unifying theory of behavioral change. Psychological Review, 84(2), 191–215.

Bühler, M. M., Calzada, I., Cane, I., Jelinek, T., Kapoor, A., Mannan, M., Mehta, S., Mookerje, V., Nübel, K., Pentland, A., Scholz, T., Siddarth, D., Tait, J., Vaitla, B., & Zhu, J. (2023). Unlocking the Power of Digital Commons: Data Cooperatives as a Pathway for Data Sovereign, Innovative and Equitable Digital Communities. Digital, 3(3), 146–171. https://doi.org/10.3390/digital3030011

Currie, W., & Seddon, J. (2021). Exploring technological instantiation of regulatory practices in entangled financial markets. Journal of Information Technology, 37, 31–50. https://doi.org/10.1177/02683962211027308

Dawam, A., & El-Hisan, M. A. R. (2024). Peran Artificial Intelligence Dalam Mengurangi Perilaku Koruptif. Jurnal Magister Pendidikan Agama Islam, 2(2), 40–72. https://doi.org/10.59166/syaikhona.v2i2.231

Islam, M. A., & Khan, M. S. (2024). The role of financial literacy, digital literacy, and financial self-efficacy in FinTech adoption. Investment Management and Financial Innovations, 21(2), 370–380. https://doi.org/10.21511/imfi.21(2).2024.30

Kantika, K., Kurniasari, F., & Mulyono, M. (2022). The Factors Affecting Digital Bank Services Adoption Using Trust as Mediating Variable. Journal of Business and Management Review, 3(10), 690–704. https://doi.org/10.47153/jbmr310.4882022

Kembabazi, V., Tigaiza, A., Opio, C., Aweko, J., Nakafeero, M., Makumbi, F. E., Ediau, M., Kiracho, E. E., Tusubira, A. K., & Waiswa, P. (2024). Adoptability of digital payments for community health workers in peri-urban Uganda: A case study of Wakiso district. Plos One, 19(8), 1–17. https://doi.org/10.1371/journal.pone.0308322

Khairina, N. (2022). Bank’s Digitalization and Financial Performance during Pandemic in Indonesia. International Journal of Entrepreneurship, Business and Creative Economy, 2(1), 1–13. https://doi.org/10.31098/ijebce.v2i1.722

Khoirunisa. (2018). Pengaruh Profesionalisme, Independensi dan Skeptisme Profesional terhadap Kemampuan Auditor dalam Mendeteksi Kecurangan (Fraud). Program Studi Ekonomi Akuntani, Fakultas Ekonomi, Universitas Satya Negara Indonesia, Jakarta, 1(1), 1–15.

Kou, M., Zhang, L., Wang, H., Wang, Y., & Shan, Z. (2024). The heterogeneous impact of green public procurement on corporate green innovation. Resources, Conservation and Recycling, 203, 1–11. https://doi.org/10.1016/j.resconrec.2024.107441

Lee, Y.-K. (2021). Impacts of Digital Technostress and Digital Technology Self-Efficacy on Fintech Usage Intention of Chinese Gen Z Consumers. Sustainability, 13(9), 5077. https://doi.org/10.3390/su13095077

Luthfiatussa’dyah, D., Kosim, A. M., & Devi, A. (2022). Strategi Optimalisasi Digitalisasi Produk Perbankan pada Bank Syariah Indonesia. El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam, 4(3), 783–802. https://doi.org/10.47467/elmal.v4i3.2073

Mwesige, R., Nyangoma, B., Nyamuyonjo, D., Kabasinguzi, B., & Atuhaire, E. (2024). Moderating role of technology self-efficacy on FinTech usage and digital financial inclusion of women in rural Uganda. SEISENSE Business Review, 4(1), 252–267.

Nalini, D. R., & Yuvasri, S. (2024). A Study on the Impact of Digital Transformation in the Banking Sector on Customer’s Experience. International Journal of Innovative Research in Engineering and Management, 11(2), 40–44. https://doi.org/10.55524/ijirem.2024.11.2.8

Nawafleh, S., & Khasawneh, A. (2024). Drivers of citizens E- loyalty in E-government services: E-service quality mediated by E-trust based on moderation role by system anxiety. Transforming Government: People, Process and Policy, 18(2), 217–240. https://doi.org/10.1108/TG-04-2023-0053

Negara, J. A., Ilmu, F., & Dan, S. (2020). Sistem Digital Tata Kelola Pemerintahan Daerah (Digital Local Government) I Gede Agus Wibawa dan Lilik Antarini. Public Inspiration: Jurnal Administrasi Publik, 5(1), 57–71. https://ejournal.warmadewa.ac.id/index.php/public-inspiration

Putriani, S., & Apriani, R. (2022). Impacts Of Digital Technostress And Digital Technology Self-Efficacy On Intentions To Use Fintech In Indonesia. Jurnal Reviu Akuntansi Dan Keuangan, 12(1), 210–227. https://doi.org/10.22219/jrak.v12i1.20801

Saeed, G.-E.-N., Kohler, J., Cuomo, R., & Mackey, T. (2022). A systematic review of digital technology and innovation and its potential to address anti-corruption, transparency, and accountability in the pharmaceutical supply chain. Expert Opinion on Drug Safety, 21, 1061–1088. https://doi.org/10.1080/14740338.2022.2091543

Safari, A., & Riyanti, A. (2023). Analisis Technology Acceptance Model (TAM) terhadap Minat Penggunaan Mobile Banking. Edunomika, 08(01), 1–9.

Sari, O. I. P., & Arifin, A. Z. (2023). Pengaruh financial technology adoption capability dan financial literacy terhadap business sustainability. Jurnal Manajemen Bisnis Dan Kewirausahaan. https://doi.org/10.24912/jmbk.v7i3.23870

Shanti, R., Siregar, H., Zulbainarni, N., & Tony. (2024). Revolutionizing Banking: Neobanks’ Digital Transformation for Enhanced Efficiency. Journal of Risk and Financial Management, 17(5), 188. https://doi.org/10.3390/jrfm17050188

Špa?ek, D., & Špa?ková, Z. (2023). Issues of e-government services quality in the digital-by-default era – the case of the national e-procurement platform in Czechia. Journal of Public Procurement, 23(1), 1–34. https://doi.org/10.1108/JOPP-02-2022-0004

Tarigan, H. A. A. B., & Paulus, D. H. (2019). Perlindungan Hukum terhadap Nasabah atas Penyelenggaraan Layanan Perbankan Digital. Jurnal Pembangunan Hukum Indonesia, 1(3), 294–307. https://doi.org/10.14710/jphi.v1i3.294-307

Vives, X. (2019). Digital Disruption in Banking. Annual Review of Financial Economics, 11(1), 243–272. https://doi.org/10.1146/annurev-financial-100719-120854

www.bi.go.id. (2025). Bank Indonesia Inisiasi Pengembangan Talenta Digital untuk Tingkatkan Literasi Keuangan. Siaran Pers Bank Indonesia. https://www.bi.go.id/id/publikasi/ruang-media/news-release/Pages/sp_2718225.aspx

www.komdigi.go.id. (2025). IMDI 2025 Naik ke 44,53, Indonesia makin Cakap Digital. Siaran Pers Komdigi. https://www.komdigi.go.id/berita/siaran-pers/detail/imdi-2025-naik-ke-4453-indonesia-makin-cakap-digital

Yunita, P. (2021). The Digital Banking Profitability Challenges: Are They Different Between Conventional and Islamic Banks? Jurnal Akuntansi Dan Keuangan Indonesia, 18(1), 55–74. https://doi.org/10.21002/jaki.2021.04

Zamzam, I., Ar Mahdi, S., & Sardju, F. (2024). The Influence of Competency and Professional Behavior on Internal Auditor Performance in the Digital Era with Time Budget Pressure as a Moderator. In AABFJ (Vol. 18, Issue 2). https://doi.org/https://doi.org/10.14453/aabfj.v18i2.08