Determinants of Continuance Intention by Developing the Expectation Confirmation Model (ECM): A Study of OVO Fintech Application Users in Indonesia

Authors

  • Amma Fazizah Business Administration Department, Brawijaya University, Malang
  • Mochammad Al Musadieq Business Administration Department, Brawijaya University, Malang
  • Andriani Kusumawati Business Administration Department, Brawijaya University, Malang
  • Mohammad Iqbal Business Administration Department, Brawijaya University, Malang

DOI:

https://doi.org/10.18502/kss.v10i13.18968

Keywords:

continuance intention, expectation confirmation model, OVO Fintech application

Abstract

This research aims to explore the factors influencing the continued use of the OVO fintech application in Indonesia. As digital payment platforms become increasingly common in today’s digital era, OVO has emerged as one of the country’s leading fintech services. The study issues a quantitative approach with a sample of 500 respondents selected using purposive sampling, allowing for specific criteria to guide the inclusion of participants. Data were collected through an online survey and analyzed using the fractional minimum quadratic terms method. Of the 13 research hypotheses, 11 were found to significantly influence users’ intention to continue using the application. However, two hypotheses were not supported: perceived usefulness was found to have no significant effect on user satisfaction or continuance intention. These findings offer valuable insights for fintech developers in Indonesia, highlighting areas for improving user experience and boosting wider market adoption. This study is expected to inform future marketing strategies and feature development for the OVO fintech application, ultimately fostering greater user loyalty in an increasingly competitive fintech landscape.

References

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Published

2025-06-25

How to Cite

Fazizah, A., Al Musadieq, M., Kusumawati, A., & Iqbal, M. (2025). Determinants of Continuance Intention by Developing the Expectation Confirmation Model (ECM): A Study of OVO Fintech Application Users in Indonesia. KnE Social Sciences, 10(13), 307–328. https://doi.org/10.18502/kss.v10i13.18968

Issue

Vol. 10 No. 13 (2025): Brawijaya International Conference on Business Administration, Taxation, and Tourism (BICBATT 2024)

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Articles

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Copyright (c) 2025 Amma Fazizah, Mochammad Al Musadieq, Andriani Kusumawati, Mohammad Iqbal

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