Universitas Indonesia Conferences, The 4th International Conference of Vocational Higher Education

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Influence of perceived quality of mobile payment application towards loyalty
Taufan Novembri Sandyopasana

Last modified: 2019-06-19


This study analyzes the influence of perceived quality of mobile payment application towards customer loyalty. Cognition-affect-behavior model is used in this research where cognition stage includes perceived quality which divided into delivery quality and outcome quality. Customer trust, satisfaction and switching barriers included in affect stage and loyalty treated as a behavioral intention. All data in this research were collected from 342 respondents who is a mobile payment user in Indonesia. Then, a model has been estimated using structural equation modeling (SEM). The results indicate that delivery quality and outcome quality that formed through interaction with a mobile payment service positively affects customer trust and satisfaction, which in turn influence loyalty. However, customer trust does not positively influence to loyalty but has to be mediated by satisfaction. Loyalty itself has a positive effect on trust and negative effect on satisfaction. And lastly, switching barrier has a positive effect on loyalty. This developed model helps to improve the understanding of the creation of loyalty in a mobile payment context.