Quick Response Pay Analysis with Electronic Service Quality and Importance Performance Analysis
- 10.2991/icebef-18.2019.118How to use a DOI?
- service quality; QRPay; Fuzzy E-Servqual; IPA
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.
- © 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 - 10.2991/icebef-18.2019.118 ID - Winata2019/05 ER -