{"title":"THE ROLE OF M-PAYMENT QUALITY CHARACTERISTIC ON PERFORMANCE EXPECTATION AND SATISFACTION IN SURABAYA (STUDI OF MOBILE BANKING)","authors":"Ardiana Kurniasari, Pompong B. Setiadi","doi":"10.37715/rme.v7i1.3689","DOIUrl":null,"url":null,"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.","PeriodicalId":52515,"journal":{"name":"World Review of Entrepreneurship, Management and Sustainable Development","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2023-04-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"World Review of Entrepreneurship, Management and Sustainable Development","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.37715/rme.v7i1.3689","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Economics, Econometrics and Finance","Score":null,"Total":0}
引用次数: 0
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.
本研究旨在确定移动支付质量特征对泗水市移动银行用户绩效期望和满意度的影响。本研究采用定量方法，并从调查问卷中获得数据，调查问卷分布于泗水市的180名手机银行用户。数据采用SEM-PLS处理。本研究的理论基础是信息系统成功模型(information system success model, is)，该模型包含六个维度:信息质量、系统质量、服务质量绩效期望、使用意愿和用户满意度。本研究发现，手机银行的信息质量、系统质量和服务质量显著影响泗水市手机银行用户的绩效期望和用户满意度。
期刊介绍：
WREMSD is a multidisciplinary refereed journal on issues that will be central to management and sustainable development around the world. The general theme of WREMSD has been very carefully chosen to include business and entrepreneurship management and the challenges these represent in terms of global competitiveness and sustainable development. To achieve competitiveness in business and management, individuals and institutions need essential knowledge on a broad spectrum of concepts and issues that affect business around the world.
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