From Satisfaction to Loyalty: User-perceived Security of Biometric-Based Authentication Methods

As Indonesia experiences a surge in e-payment adoption, phishing attacks leading to the compromise of PINs and sensitive data remain a major concern. Biometric authentication, which relies on unique physical characteristics such as fingerprints and facial recognition, presents a promising solution to mitigate these security risks. This study investigates the key factors influencing user satisfaction and the continuous use of biometric authentication in e-payment applications, highlighting its unique contribution compared to prior biometric studies. Using purposive sampling and structural equation modeling (SEM), data were collected from 285 biometric authentication users in Jabodetabek, Indonesia, aged 13 to over 54, between April and July 2024. Eight hypotheses were tested, examining the effects of privacy and security risks, system quality, trust, perceived usefulness, self-efficacy, satisfaction, and continuous usage. The findings indicate that trust and perceived usefulness significantly enhance satisfaction, which in turn drives continuous usage. Additionally, system quality and self-efficacy play a crucial role in shaping user perceptions and adoption behavior. These insights provide practical implications for e-payment developers, emphasizing the importance of designing secure, user-friendly, and high-performance systems to enhance user trust and satisfaction. Furthermore, biometric authentication holds significant potential for broader applications beyond e-payment, including e-health and e-commerce. This study contributes to the growing discourse on biometric technologies and provides a foundation for future cross-cultural comparisons and methodological advancements to further understand biometric authentication adoption in diverse contexts.