TRANSFER AND PAYMENT APPLICATIONS SERVICE QUALITY: THE MODIFIED E-SERVQUAL AND IMPORTANCE-PERFORMANCE ANALYSIS

Moch Rizky Gumelar Erlandya
Rio Guntur Utomo
Rahmat Yasirandi


DOI: https://doi.org/10.29100/jipi.v10i3.6423

Abstract


Innovation and technological progress have significantly impacted various sectors, notably Indonesia's financial and banking industry. This sector has seen remarkable growth, particularly with the rise of digitalization. A prominent development in this context is financial technology, or fintech, which has emerged to address needs and issues not sufficiently met by traditional banking services in Indonesia. Among fintech innovations, Transfer and Payment technologies have become increasingly popular. Despite these technologies' benefits, they are frequently criticized for various usage-related issues. This study uses the Modified E-Servqual and Importance Performance Analysis (IPA) methods to evaluate the service quality of Transfer and Payment applications in Indonesia. It aims to assess user perceptions and expectations, identify areas for improvement, and determine which service dimensions require enhancement. The research involved 400 respondents who used Transfer and Payment applications. To ensure reliability, the Kuder-Richardson (KR-21) formula is applied to the measurement tool, while descriptive analysis and IPA are utilized to evaluate and map service quality. Findings reveal that user perceptions of the Transfer and Payment applications are rated as ‘good,’ with an average score of 4.01 out of 5.00 (80%). User expectations are slightly lower, at 3.93 out of 5.00 (79%), but still categorized as ‘good.’ However, several attributes fall short of user expectations, particularly in Reliability, Personal Needs, User Friendliness, and Responsiveness.

Keywords


Financial Technology; Service Quality; User Satisfaction; E-Servqual; Importance Performance Analysis

Full Text:

PDF

Article Metrics :

References


F. Hendro Basuki and H. Husein, “Financial Technology Swot Analysis In The Banking World In The City Of Ambon (Survey of Banks in Ambon City),” MANIS : Journal of Management and Business, vol. Vol 1 No 2 (2018):, Jan. 2018, [Online]. Available: https://ojs3.unpatti.ac.id/index.php/manis/

L. Nugroho, “Financial Technology Development (Fintech in Indonesia)," 2022.

B. A. Prismawan, F. Informatika, and M. Al Makky, “The Influence Of Perceptions Of Security, Perceptions Of Privacy, And Perceptions Of Trust On Interest In Using The Flip.Id Application Using Extended Technology Acceptance Model (Case Study Of Flip Users In Ban-dung City),” Bandung, 2023.

S. A. Raza, A. Umer, M. A. Qureshi, and A. S. Dahri, “Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model,” TQM Journal, vol. 32, no. 6, pp. 1443–1466, Nov. 2020, doi: 10.1108/TQM-02-2020-0019.

J. A. Martilla and J. C. James, “Importance Performance Analysis,” J Mark, vol. 41, no. 1, pp. 77–79, 1977.

A. Wang, Q. Zhang, S. Zhao, X. Lu, and Z. Peng, “A review-driven customer preference measurement model for product improvement: sentiment-based importance–performance analysis,” Information Systems and e-Business Management, vol. 18, no. 1, pp. 61–88, March. 2020, doi: 10.1007/s10257-020-00463-7.

I. Sasono et al., “The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Us-ers in Indonesia,” Journal of Asian Finance, Economics and Business, vol. 8, no. 4, pp. 465–473, 2021, doi: 10.13106/jafeb.2021.vol8.no4.0465.

N. Hayani and S. Alsukri, “Dimensions of E-Servqual and Their Impact on E-Satisfaction of Mobile Banking Services,” Scientific Journal of Islamic Economics, vol. 7, no. 2, June. 2021, doi: 10.29040/jiei.v7i2.2275.

I. G. A. I. S. Maharani and R. G. Utomo, “Digital Banking Service Quality: The Modified E-Servqual Model & Importance-Performance Analysis (IPA),” in 2023 International Conference on Data Science and Its Applications, ICoDSA 2023, Institute of Electrical and Elec-tronics Engineers Inc., 2023, pp. 145–150. doi: 10.1109/ICoDSA58501.2023.10277373.

A. T. Liem, I. Reghuella Chrisanti, A. Sandag, D. Divakara, and P. Purwadaria, “Analysis of Customer Satisfaction with Mobile Banking Services PT. Bank XYZ Airmadidi Area Using E-Servqual Customer Satisfaction” Cogito Smart Journal |, vol. 6, no. 2, 2020.

E. Saputri and D. Syamsuar, “Evaluation Of User Satisfaction Of Myindihome Mobile Application Services Based On A Combination Of Servqual Methods And Webqual Methods,” Teknokompak Journal, vol. 14, no. 1, p. 27, 2020, Accessed: Nov. 16, 2023. [Online]. Available: https://ejurnal.teknokrat.ac.id/index.php/teknokompak/article/view/525/366

D. Pranitasari and A. N. Sidqi, “Shopee Electronic Customer Satisfaction Analysis using E-Service Quality and Cartesian Methods,” Journal of Accounting and Management, vol. 18, no. 02, pp. 12–31, Oct. 2021, doi: 10.36406/jam.v18i02.438.

D. Aprilliani, R. G. Utomo, and M. Al Makky, “Analysis of Online Train Ticket Reservation Service using Modified E-Service Quality,” in 2023 International Conference on Data Science and Its Applications, ICoDSA 2023, Institute of Electrical and Electronics Engineers Inc., 2023, pp. 163–168. doi: 10.1109/ICoDSA58501.2023.10276701.

M. F. Rafi, H. H. Nuha, and M. Al Makky, “Analysis of User Satisfaction Levels in the My Tel-U Application Using the e-SERVQUAL and Importance Performance Analysis (IPA) Methods,” in International Conference on ICT Convergence, IEEE Computer Society, 2023, pp. 377–382. doi: 10.1109/ICoICT58202.2023.10262499.

M. Ansori, “Development and Impact of Financial Technology (FinTech) on the Sharia Financial Industry in Central Java,” Wahana Is-lamika: Journal of Islamic Studies, pp. 32–45, 2019.

M. G. Hafiyanda and O. O. Sharif, “The Influence of E-Service Quality Dimensions on E-Customer Satisfaction and the Impact on E-Customer Loyalty for the Livin'by Mandiri Mobile Banking Application. The Effect Of E-Service Quality Dimensions On E-Customer Satisfaction And Their Impact On E-Customer Loyalty On Livin'by Mandiri Mobile Banking Application,” 2023.

Z. Fadilla, M. Ketut Ngurah Ardiawan, M. Eka Sari Karimuddin Abdullah, M. Jannah Ummul Aiman, and S. Hasda, Quantitative Re-search Methodology. [Online]. Available: http://penerbitzaini.com

P. Rita, T. Oliveira, and A. Farisa, “The impact of e-service quality and customer satisfaction on customer behavior in online shopping,” Heliyon, vol. 5, no. 10, Oct. 2019, doi: 10.1016/j.heliyon.2019.e02690.

B. B. Holloway and S. E. Beatty, “Satisfiers and dissatisfiers in the online environment: A critical incident assessment,” J Serv Res, vol. 10, no. 4, pp. 347–364, May 2008, doi: 10.1177/1094670508314266.

S. Khatoon, X. Zhengliang, and H. Hussain, “The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector,” Sage Open, vol. 10, no. 2, Apr. 2020, doi: 10.1177/2158244020935887.


Tips Main yang Aman dan Seru

judi bolavipbet88vipbet88bolago88clubjudisitus slot online