THE ROLE OF M-PAYMENT QUALITY CHARACTERISTIC ON PERFORMANCE EXPECTATION AND SATISFACTION IN SURABAYA (STUDI OF MOBILE BANKING)
Article Sidebar
DOI:
Read Counter : 272
Download : 213
Main Article Content
Ardiana Kurniasari
Pompong Setiadi
Abstract
This study aims to determine the effect of M-payment quality characteristic on performance expectations and satisfaction of mobile banking users in Surabaya. This study uses quantitative methods and data from questionnaires distributed to 180 mobile banking users in Surabaya. The data was processed using SEM-PLS. The theoretical basis of this study is the information system success model (IS) with six dimensions: information quality, system quality, service quality performance expectation, usage intention, and user satisfaction. This study found that information quality, system quality, and service quality in mobile banking significantly affected performance expectations and user satisfaction of mobile banking users in Surabaya.
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Abdillah et al. (2015). Partial Least Square (PLS) Alternatif Structural Quation
Modeling (SEM) dalam Penelitian Bisnis.
Abdillah, Willy & Jogiyanto Hartono. (2015). Partial Least Square (PLS) Alternatif
SEM dalam Penelitian Bisnis. Vol. 22.
Abdillah, Willy, Jogiyanto Hartono, & Dwi Prabantini. (2015). Partial Least
Square (PLS) Alternatif Structural Quation Modeling (SEM) Dalam Penelitian
Bisnis. Yogyakarta: Andi.
Agustina, Ruslinda, Rara Gustiana, and Octafia Amini. (2021). Pengaruh Kualitas
Sistem dan Kualitas Informasi Terhadap Kepuasan Pengguna Sistem Informasi
Akuntansi pada PT Indomarco Prismatma Cabang Banjarmasin, 14(1):17.
Anon. (2003). “The DeLone and McLean Model of Information Systems Success: A Ten-Year Update.” Journal of Management Information Systems
(4):9–30. doi: 10.1080/07421222.2003.11045748.
Ashfaq, Muhammad, Jiang Yun, Abdul Waheed, Muhammad Shahid Khan, &
Muhammad Farrukh. (2019). “Customers’ Expectation, Satisfaction, and
Repurchase Intention of Used Products Online: Empirical Evidence From
China.” SAGE Open 9(2):215824401984621. doi: 10.1177/215824401984
Azhar, Amirul. (2019). Pengaruh Ekspektasi, Persepsi Kualitas, Persepsi Nilai dan
Citra Tujuan Wisata terhadap Kepuasan Wisatawan pada Pulau Weh Sabang.
(4):13.
Cheng, Yung-Ming. (2019). “A Hybrid Model for Exploring the Antecedents of
Cloud ERP Continuance: Roles of Quality Determinants and Task-Technology Fit.” International Journal of Web Information Systems 15(2):215–35.
doi: 10.1108/IJWIS-07-2018-0056.
Crystle Rampen, Danielle Eudora, & Jay Idoan Sihotang. (2021). “Analisis
Penggunaan Layanan Mobile Banking Terhadap Transaksi Pembayaran Menggunakan Metode Extended TAM.” CogITo Smart Journal 7(1):85.
doi: 10.31154/cogito.v7i1.303. 85–95.
DeLone, William H., & Ephraim R. McLean. 2003. “The DeLone and McLean
Model of Information Systems Success: A Ten-Year Update.” Journal of
Management Information Systems, Vol. 19.
Ferdinand, Augusty. (2014). Metode Penelitian Manajemen, 5th ed. Semarang.
Ghozali, Imam & Hengky Latan. (2015). Patrial Least Squeres Konsep, Teknik,
dan Aplikasi Menggunakan Program SmartPLS 3.0 untuk Penelitian Empiris.
Hadikusuma, S. (Steven) & F. (Ferry) Jaolis. (2019). “Pengaruh Social Influence,
Perceived Usefulness, dan Perceived Security terhadap Continue Use Intention Aplikasi Mobile Payment Ovo melalui Attitude towards Using Mobile
Payment sebagai Variabel Intervening di Kalangan Mahasiswa Fakultas
Bisnis dan Ekonomi Universitas Kristen Petra.” Agora 7(2):287242.
Hair, Joe F., G. T. M. Hult, C. M. Ringle, Marko Sarstedt, Lucas Hopkins, &
Volker G. Kuppelwieser. (2014). “A Primer on Partial Least Squares
Structural Equation Modeling.” Sage.
Hair, Joseph F., ed. (2017). A Primer on Partial Least Squares Structural Equation
Modeling (PLS-SEM), Second Edition. Los Angeles: Sage.
Junadi and Sfenrianto. (2015a). “A Model of Factors Influencing Consumer’s
Intention to Use e-Payment System in Indonesia.” Procedia Computer
Science 59:214–220. doi: 10.1016/j.procs.2015.07.557.
Junadi, and Sfenrianto. (2015b.) “A Model of Factors Influencing Consumer’s
Intention to Use E-Payment System in Indonesia.” Procedia Computer
Science, Vol. 59.
Kennedy, Karen Norman, Jerry R. Goolsby, & Eric J. Arnould. (2003a). “Implementing a Customer Orientation: Extension of Theory and Application.”
Journal of Marketing, 67(4). doi: 10.1509/jmkg.67.4.67.18682.
Kennedy, Karen Norman, Jerry R. Goolsby, & Eric J. Arnould. (2003b). “Implementing a Customer Orientation: Extension of Theory and Application.”
Journal of Marketing 67(4):67–81. doi: 10.1509/jmkg.67.4.67.18682.
Kujala, Sari & Talya Miron-Shatz. (2015). “The Evolving Role of Expectations
in Long-Term User Experience.” Pp. 167–74 in Proceedings of the 19th
International Academic Mindtrek Conference. Tampere Finland: ACM.
Liébana-Cabanillas, Francisco, Sebastian Molinillo, & Miguel Ruiz-Montañez.
(2019). “To Use or Not to Use, That Is the Question: Analysis of the
Determining Factors for Using NFC Mobile Payment Systems in Public
Transportation.” Technological Forecasting and Social Change 139. doi:
1016/j.techfore.2018.11.012.
Mardalis. (2006). Metode Penelitian Suatu Pendekatan Proposal, 8th ed. Jakarta:
Bumi Aksara.
Maswar. (2017). Analisis Statistik Deskriptif Nilai UAS Ekonomitrika, 1(April).
Mouakket, Samar. (2020). “Investigating the Role of Mobile Payment Quality
Characteristics in the United Arab Emirates: Implications for Emerging
Economies.” International Journal of Bank Marketing 38(7):1465–90. doi:
1108/IJBM-03-2020-0139.
Nazifah, Nabilah Ainun, Nor Huda, & Misroni Misroni. (2020). “Persepsi
Pemustaka terhadap Aplikasi e-Library di UPT Perpustakaan UIN Raden
Fatah Palembang Berdasarkan Teori Information System Success Model.”
TADWIN/: Jurnal Ilmu Perpustakaan dan Informasi, 1(2):79–86. doi:
19109/tadwin.v1i2.7137.
Negara, Viliane Puspa, & Dudi Pratomo. (2019). “Pengaruh kualitas sistem,
kualitas informasi, dan kualitas layanan her-registrasi Igracias terhadap
kepuasan pengguna” JAF- Journal of Accounting and Finance 1(01):33. doi:
25124/jaf.v1i01.903.
Nizarudin, Abu. (2018). Peran Sistem Quality dan Information Quality dalam
Mendukung Keberhasilan Implementasu Simba Desa (Studi Kasus pada
Desa-Desa di Kabupaten Bangka), 2(1):6.
Novitasari, Cynthia Anggraini, Alfatih Sikki Manggabarani, & Miguna Astuti.
(2021). “Analisis Kepuasan Nasabah Mobile Banking pada Bank Swasta.”
Jurnal Teknologi dan Manajemen 19(2):1–12. doi: 10.52330/jtm.v19i2.26.
Pratama, Dimal Ikbal & Ignatius Hari Santoso. (2022). “Customer Satisfaction in
Using Shopee Marketplace: Gender Based Comparison.” Review of Management and Entrepreneurship 6(2): 97–110.
Pratiwi, Mirna Tria. (2019). Pengraruh Presepsi Kemudahan dan Presepsi Manfaat
pada Pengguna Mobile Payment, 10:10.
Rakhmadian, Miftah, Syarif Hidayatullah, & Harianto Respati. (2017). Analisis
Kualitas Sistem dan Kualitas Informasi terhadap Kepuasan Pemakai Sistem
Informasi Akademik Dosen, 11.
Raman, Prashant, & Kumar Aashish. (2021). “To Continue or Not to Continue:
A Structural Analysis of Antecedents of Mobile Payment Systems in India.”
International Journal of Bank Marketing, 39(2): 242–71. doi: 10.1108/
IJBM-04-2020-0167.
Ratnasari, Dwi & Sasongko. (2018). “Relationship between Marketing, Service
Quality, and Satisfaction on Customer Loyalty of Bank Syariah Mandiri
Banyuwangi.” Review of Management and Entrepreneurship 2(2): 91–100.
Rohaeni, Heni & Nisa Marwa. (2018). Kualitas Pelayanan terhadap Kepuasan
Pelanggan, 2(2):7.
Somaratna, Sajeewanie D., Colin N. Peiris, & Chaminda Jayasundara. (2010).
User Expectation Verses User Perception of Service Quality in University
Libraries: A Case Study, 13.
Sugiyono. (2017). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung:
ALFABETA.
Sugiyono. (2018). Metode Penelitian Kuantitatif,Kualitatif dan R&D, ke-26.
Suhendro, Dedi. (2017). “Pengaruh kualitas Sistem, kualitas informasi, kualitas
layanan, dan ekspektasi kinerja terhadap kepuasan pengguna dalam penerapan sistem teknologi informasi pada koperasi di Kota Pematangsiantar.”
Jurasik (Jurnal Riset Sistem Informasi dan Teknik Informatika), 1(1):33.
doi: 10.30645/jurasik.v1i1.6.
Susanti, Rini. (2019). “Sampling dalam penelitian pendidikan.” Jurnal Teknodik.
doi: 10.32550/teknodik.v0i0.543.
Susanto, Veronica Puspitasari & Christian Herdinata. (2022). “Influence of
Service Quality on Customer Engagement with Customer Emotions as an
Intervening Variable in Aman Cepat Company.” Review of Management
and Entrepreneurship, 6(1): 17–34.
Sutrisno, Timotius F. C. W., Gladys Greselda Gosal, & Serin Fransisca Hernandes.
(2020). “The Role of Product Quality and Price Perception in Affecting
Purchase Decision (Study on Milkmo Product).” Primanomics/: Jurnal
Ekonomi & Bisnis, 18(3):95. doi: 10.31253/pe.v18i3.398.
Teofilus, Teofilus, Sanju Kumar Singh, Timotius FCW Sutrisno, & Anthony
Kurniawan. (2020). “Analyzing Entrepreneurial Marketing on Innovate
Performance.” Mix Jurnal Ilmiah Manajemen, 10(1):78. doi: 10.22441/
mix.2020.v10i1.006.
Triyanti, Debi, Reny Fitriana Kaban, & Muhammad Iqbal. (2021). Peran Layanan
Mobile Banking dalam Meningkatkan Kepuasan dan Loyalitas Nasabah
Bank Syariah, 2(1):12.
Triyono. (2017). Teknik Sampling dalam Penelitian. Preprint. INA-Rxiv. doi:
31227/osf.io/dcq8u.
Undale, Swapnil, Ashish Kulkarni, & Harshali Patil. (2021). “Perceived EWallet
Security: Impact of Covid-19 Pandemic.” Vilakshan - XIMB Journal of
Management, 18(1): 89–104. doi: 10.1108/XJM-07-2020-0022.
Yamada, Kazuaki. (2019). “The Effects of Customer Expectations for Consumer
Behavior in Reputation Information Sites.” Procedia CIRP 79:684–89. doi:
1016/j.procir.2019.02.036.
Zulfan, Zulfan. (2018). “An Information System Success Model for Could
Computing in Information Technology Project.” Cyberspace: Jurnal
Pendidikan Teknologi Informasi 2(1):18. doi: 10.22373/cs.v2i1.2661.