Exploring The Drivers Of Mobile Based Peer To Peer Lending Application Service Quality In Indonesia

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.