Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020)

Determination of User Satisfaction in Mobile Banking Services Using the Information Systems Success Model (ISSM) Perspective

Authors
Moh. Riky Saadilah, Ratih Hurriyati, Puspo Dewi Dirgantari
Corresponding Author
Moh. Riky Saadilah
Available Online 2 September 2021.
DOI
10.2991/aebmr.k.210831.050How to use a DOI?
Keywords
systems quality, information quality, service quality, mobile banking, use, user satisfaction
Abstract

This study aims to determine the effect of Systems Quality, Information Quality, and Service Quality on User Satisfaction in Mobile Banking (M-Banking) users. The research method used was a quantitative approach by distributing questionnaires to 117 respondents of Mobile Banking users. Data analysis used was Partial Least Squares (PLS) where the results showed that System Quality and Information Quality affected the User Satisfaction of Mobile Banking. Increasing User Satisfaction through Information Quality and System Quality has become very important for banks. The effect of Service Quality did not directly affect User Satisfaction but was mediated by User Experience in using Mobile Banking for a long time, which can be a determining factor if the user has a positive image of the quality of Mobile Banking services.

Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020)
Series
Advances in Economics, Business and Management Research
Publication Date
2 September 2021
ISBN
978-94-6239-424-7
ISSN
2352-5428
DOI
10.2991/aebmr.k.210831.050How to use a DOI?
Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Moh. Riky Saadilah
AU  - Ratih Hurriyati
AU  - Puspo Dewi Dirgantari
PY  - 2021
DA  - 2021/09/02
TI  - Determination of User Satisfaction in Mobile Banking Services Using the Information Systems Success Model (ISSM) Perspective
BT  - Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020)
PB  - Atlantis Press
SP  - 257
EP  - 263
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210831.050
DO  - 10.2991/aebmr.k.210831.050
ID  - Saadilah2021
ER  -