MOBILE PAYMENT SATISFACTION POST PANDEMIC COVID-19 IN INDONESIA

Abstract

This study aims to examine the effect of technology security, ease of use, usability, and continuous improvement on the satisfaction of mobile payment users. This study uses a purposive sampling technique with certain criteria. The population of this study are respondents who have used m-payment services during the Covid-19 pandemic from 2020 to 2021 in Indonesia. Questionnaires were distributed through an online survey method with a total sample of 317 respondents. Hypothesis testing was carried out using Structural Equation Modeling (SEM) AMOS 23. The results showed that technology security had a positive effect on mobile payment satisfaction, ease of use had a positive effect on mobile payment satisfaction, usability had a positive effect on mobile payment satisfaction, continuous improvement had a positive effect on satisfaction mobile payments, and satisfaction have a positive effect on the trustworthiness of mobile payments. This research provides information to payment service providers to continuously improve improvements in all aspects of services, especially security and ease of use, as well as benefits for consumers in conducting financial transactions.

Keywords

• mobile payment satisfaction
• technology security
• ease of use
• usefulness
• continous improvement