Abstract:
Abstract—The purpose of this study is to examine the
drivers of peer to peer lending mobile application and to
identify the significant driver of user satisfaction. The author
employed critical incident technique to reveal the drivers of
peer-to-peer lending mobile application service quality,
sentiment analysis to identify significant drivers of user’s
satisfaction/dissatisfaction, and semi structured interview as
triangulation to gain more insight of perceptions and
understanding. The analysis obtained a total of 47 components
node that identified as 15 drivers of peer-to-peer lending
mobile application service quality. This research discovers
responsiveness as most significant factors that impact user
satisfaction, while information as the most significant factor for
user dissatisfaction. Furthermore, peer-to-peer lending
platforms company or new Financial Technology start-ups that
intend to enter digital peer-to-peer lending market through
mobile application may use 15 drivers service quality that
identified from this research which taken directly from user
perspectives incident.
