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

While Indonesia has experienced an increase in e-payment systems, phishing attacks that result in the loss of PINs and other sensitive data remain a critical issue for users. Biometric authentication, which identifies individuals based on unique physical traits like fingerprints and facial recognition, is a promising alternative to mitigating these issues. This study explores the factors influencing user satisfaction and continuous use of biometric authentication mechanisms employed in e-payment applications, thereby filling a prominent void in user-centric studies related to this context. Using purposive sampling and structural equation modeling, data were collected from 285 respondents in Indonesia, consisting of biometric-authentication users aged 13 to over 54, between April and July 2024. Eight hypotheses were tested, examining privacy and security risks, system quality, trust, perceived usefulness, self-efficacy, satisfaction, and continuous use. The findings show that trust and perceived usefulness significantly impact satisfaction, which subsequently influences continuous usage. Additionally, system quality and self-efficacy are important factors shaping user perceptions and adoption behavior. The findings from this research provide key insights for e-payment developers, emphasizing the importance of designing systems with strong security, ease of use, and reliable performance to enhance satisfaction and trust. Biometric authentication has the potential to increase public confidence and adoption of biometric technologies, not only in e-payment systems but also in other areas such as e-health and e-commerce. This study lays the groundwork for future research on biometric technologies across broader locations and contexts.