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

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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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  -