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Analysis of Public Interest in Using Financial Service Providers Among Sharia Banks or Financial Technology Companies
Hidayat Wira Kusuma (a*), Dedi Wibowo

Universitas Indonesia


Despite the high growth, Islamic banking market share in Indonesia of less than six percent is very small compared to the assets of conventional banks. Given that majority of Indonesia population adheres to Islam, this finding indicates inconsistency in previous researches which found religiosity was the main factor that encouraged customers to patronize Islamic banking services. Many studies have found that there are several factors proposed by customers in banking selection. In addition to religiosity, service quality has a significat influence to the customers decision as well. In this digital era, information technology has changed the financial business model. Digitalization enforces the transformation of financial services to manage the changes in consumer behavior. Furthermore, digitalization has aroused disruption in the financial industry with the emergence of financial technology companies. Using Structural Equation Modelling, this study will examine the relationship between the emergence of fintech companies and the slowdown in the growth of Islamic bank market in Indonesia. This research develops a framework that combines SERVQUAL model, UTAUT2 model and religiosity as factors that drive customers decision in choosing the type of financial service provider. The results of this study are expected to help financial industry players, especially Islamic banks and Islamic fintech companies, to redefine the strategy needed to compete in digital era.

Keywords: Islamic Bank, Financial Technology (FinTech), SERVQUAL, UTAUT2, Religiosity

Topic: International Conference on Islamic Studies in the Digital Era


Conference: The 3rd International Conference on Sustainability and Innovation (ICoSI 2019)

Plain Format | Corresponding Author (Hidayat Wira Kusuma)

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