Gen Z’s Embrace of Fintech: A Study on Customer Support and Security as Technostress Factors in e-Wallet Use in Indonesia

The rapid evolution of technology has notably influenced the financial sector with the advent of Financial Technology (Fintech), especially among Generation Z (Gen Z), who are inclined to use e-wallets for transactions. In Indonesia, “e-wallet X “ has become particularly prominent, boasting a significant number of active users. This paper examines the influence of security and customer support on Fintech adoption within this demographic, addressing a research gap concerning the effect of customer support. This quantitative study, grounded in the Technology Acceptance Model (TAM), considers perceived usefulness, ease of use, attitude, and behavioral intentions of use, while also incorporating additional factors like security and customer support. We employed simple random sampling to select 50 Gen Z university students in West Java as our sample population. Our findings reveal that out of nine proposed hypotheses, four were rejected. The study indicates that security and customer support positively impact perceived usefulness and ease of use. However, customer support showed no significant influence on the adoption of Fintech, particularly e-wallet X, among Gen Z. This demographic seems to prefer self-reliance or leveraging online information rather than utilizing customer support features. Conversely, security emerged as a significant factor, substantively affecting Gen Z ‘s attitudes and intentions toward using e-wallet X, underlining its critical role in their Fintech adoption process. These insights can guide enhancements in fintech platforms to better align with the expectations and usage patterns of Gen Z.