Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018)

Quick Response Pay Analysis with Electronic Service Quality and Importance Performance Analysis

Authors
Hendra Winata, Ade Maharini Adiandari
Corresponding Author
Hendra Winata
Available Online May 2019.
DOI
https://doi.org/10.2991/icebef-18.2019.118How to use a DOI?
Keywords
service quality; QRPay; Fuzzy E-Servqual; IPA
Abstract

In current banking digitalization era, bank could meet this challenge by launching a payment technology using QR code scan, that use devices owned by their customer by scanning QR code attached to the merchant. Customer satisfaction should be prioritized which is determined by the quality of goods or services. E-ServQual intended to examine transaction accuracy, speed to solve problems online, required information easily available, and ease of accessing QR Pay. This study aimed to analyze bank customer satisfaction level in using QR Pay service based on ServQual method integrated with Fuzzy logic. This research also identified service variables prioritized by customers by using Importance Performance Analysis (IPA). This study conducted on 69 customers of Bank QR Pay service in one Branch Office of State-Owned Enterprises bank in Balikpapan, East Kalimantan. Study result indicated that the need of QR Pay strategy improvement service that comprised of transaction accuracy, speed to solve problems online, required information easily available and ease of accessing the QR Pay.

Copyright
© 2019, 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 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018)
Series
Advances in Economics, Business and Management Research
Publication Date
May 2019
ISBN
978-94-6252-723-2
ISSN
2352-5428
DOI
https://doi.org/10.2991/icebef-18.2019.118How to use a DOI?
Copyright
© 2019, 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  - Hendra Winata
AU  - Ade Maharini Adiandari
PY  - 2019/05
DA  - 2019/05
TI  - Quick Response Pay Analysis with Electronic Service Quality and Importance Performance Analysis
BT  - Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018)
PB  - Atlantis Press
SP  - 549
EP  - 553
SN  - 2352-5428
UR  - https://doi.org/10.2991/icebef-18.2019.118
DO  - https://doi.org/10.2991/icebef-18.2019.118
ID  - Winata2019/05
ER  -