Exploring user feedback on sharia FinTech apps: a Netnographic study in Indonesia

Abstract

The rapid growth of Sharia FinTech applications in Indonesia has raised questions about user perceptions and experiences. This study employs a Netnographic approach to explore user feedback on Sharia FinTech apps through reviews posted on the Google Play store. The research analyzed 129 reviews from five Sharia FinTech applications between July and December 2023. The study reveals that 55.10% of users expressed overall satisfaction with the apps, appreciating their ease of use and Sharia compliance. However, significant challenges were identified, with 37.50% of negative reviews related to payment delays and interest issues. Other concerns included system errors, account creation difficulties, and poor customer service. These findings highlight the complex dynamics of user experiences with Sharia FinTech applications, demonstrating a generally positive reception but also pointing to critical areas for improvement. The study contributes to the understanding of Sharia FinTech adoption in Indonesia and provides valuable insights for application developers and Islamic microfinance institutions to enhance their services and address user concerns.