The Influence of Quality Dimension on Success M-Banking System: A Case Study of BWS Mobile
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Published:
Aug 9, 2022
Keywords:
IS Success Model, Mobile Banking, DeLone, McLean
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Computer Science
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Abstract
Mobile banking (m-banking) is the result of digitizing the banking process that allows customers to perform banking transactions using only their mobile phones. Research in the field of m-banking has attracted the attention of researchers, this study aims to evaluate the success of the application of m-banking by considering the dimensions of the quality of its application. Respondents are woori Saudara bank customers who use banking using the BWS Mobile m-banking application for their banking transactions. The number of respondents in this study was 125 customers with reference to the Ferdinandan (2000) sampling theory using the likelihood estimation method. The results of the study indicate that by increasing the quality dimensions such as system quality, service quality and information quality, it can affect customers' satisfaction in using m-banking and also affect the use of mobile banking for each of their banking transactions.
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How to Cite
Agus Sobari, I., Rahmatullah, S. and Zuama, R. A. (2022) “The Influence of Quality Dimension on Success M-Banking System: A Case Study of BWS Mobile”, Jurnal Mantik, 6(2), pp. 2337-2343. doi: 10.35335/mantik.v6i2.2559.
References
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[2] C. Tam and T. Oliveira, “Literature review of mobile banking and individual performance,” Int. J. Bank Mark., vol. 35, no. 7, pp. 1044–1067, Jan. 2017.
[3] H. Hoehle and S. Huff, “Advancing Task-Technology Fit Theory: A formative measurement approach to determining task-channel fit for electronic banking channels,” Inf. Syst. Found. Theory Build. Inf. Syst., pp. 133–169, 2012.
[4] L. Sakala and J. Phiri, “Factors Affecting Adoption and Use of Mobile Banking Services in Zambia Based on TAM Model,” Open J. Bus. Manag., vol. 07, no. 03, pp. 1380–1394, 2019.
[5] M. N. Khatun, S. Mitra, and M. N. I. Sarker, “Mobile banking during COVID-19 pandemic in Bangladesh: A novel mechanism to change and accelerate people’s financial access,” Green Financ., vol. 3, no. 3, pp. 253–267, 2021.
[6] A. Rahman, M. Hasan, and A. Mia, “Mobile Banking Service Quality and Customer Satisfaction in Bangladesh?: An Analysis,” Cost Manag., vol. 45, no. 2, pp. 25–32, 2017.
[7] M. Damabi, M. Firoozbakht, and A. Ahmadyan, “A Model for Customers Satisfaction and Trust for Mobile Banking Using DeLone and McLean Model of Information Systems Success,” J. Soft Comput. Decis. Support Syst., vol. 5, no. 3, pp. 21–28, 2018.
[8] A. A. Purwati, Z. Mustafa, and M. M. Deli, “Management Information System in Evaluation of BCA Mobile Banking Using DeLone and McLean Model,” J. Appl. Eng. Technol. Sci., vol. 2, no. 2, pp. 70–77, 2021.
[9] Q. N. Azizah, T. Hidayat, D. Riana, T. Dwiantoro, Suhardoyo, and S. Fitriana, “Understanding Impact of M-banking on Individual Performance of the DeLone & McLean Method and TTF Perpective,” J. Phys. Conf. Ser., vol. 1641, no. 1, p. 12009, 2020.
[10] S. Rahi and M. Abd.Ghani, “Integration of DeLone and McLean and self-determination theory in internet banking continuance intention context,” Int. J. Account. Inf. Manag., vol. 27, no. 3, pp. 512–528, Jan. 2019.
[11] J. K. Watat and M. Madina, “Towards an Integrated Theoretical Model for Assessing Mobile Banking Acceptance Among Consumers in Low Income African Economies BT - Information Systems,” 2020, pp. 165–178.
[12] S. Petter, W. DeLone, and E. McLean, “Measuring information systems success: Models, dimensions, measures, and interrelationships,” Eur. J. Inf. Syst., vol. 17, no. 3, pp. 236–263, 2008.
[13] B. Nicoletti, Mobile Banking. Evolution or Revolution? 2014.
[14] T. Laukkanen, “Mobile banking,” Int. J. Bank Mark., vol. 35, no. 7, pp. 1042–1043, Jan. 2017.
[15] C. Z. Maulana, Y. Suryana, D. Kartini, and E. Febrian, “Influencing Factors on the Actual Usage of Mobile Phone Bankingin the Shari’ah Banks: A Survey in Palembang City, Indonesia,” Glob. Rev. Islam. Econ. Business, vol. 07, no. 1, pp. 01–19, 2019.
[16] C. Tam and T. Oliveira, “Understanding the impact of m-banking on individual performance: DeLone & McLean and TTF perspective,” Comput. Human Behav., vol. 61, pp. 233–244, 2016.
[17] W. H. DeLone and E. R. McLean, Information Systems Success Measurement. 2013.
[18] A. Aldholay, O. Isaac, Z. Abdullah, R. Abdulsalam, and A. H. Al-Shibami, “An extension of Delone and McLean IS success model with self-efficacy: Online learning usage in Yemen,” Int. J. Inf. Learn. Technol., vol. 35, no. 4, pp. 285–304, 2018.
[19] Q. N. Azizah, T. Hidayat, D. Riana, T. Dwiantoro, Suhardoyo, and S. Fitriana, “Understanding Impact of M-banking on Individual Performance of the DeLone & McLean Method and TTF Perpective,” J. Phys. Conf. Ser., vol. 1641, no. 1, 2020.
[20] A. I. Alzahrani, I. Mahmud, T. Ramayah, O. Alfarraj, and N. Alalwan, “Modelling digital library success using the DeLone and McLean information system success model,” J. Librariansh. Inf. Sci., vol. 51, no. 2, pp. 291–306, Aug. 2017.
[21] K. C. Lee and N. Chung, “Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective,” Interact. Comput., vol. 21, no. 5–6, pp. 385–392, Dec. 2009.
[22] B. Mohammed Al-Ghazali, A. Md Rasli, R. Md Yusoff, and A. Yahya Mutahar, “International Journal of Economics and Financial Issues Antecedents of Continuous Usage Intention of Mobile Banking Services from the Perspective of DeLone and McLean Model of Information System Success,” Int. J. Econ. Financ. Issues, vol. 5, no. 5, pp. 10–11, 2015.
[23] A. Leguina, “A primer on partial least squares structural equation modeling (PLS-SEM),” Int. J. Res. Method Educ., vol. 38, no. 2, pp. 220–221, Apr. 2015.
[24] Syahrir, Danial, E. Yulinda, and M. Yusuf, Aplikasi Metode SEM-PLS dalam Pengelolaan Sumberdaya Pesisir dan Lautan. Bogor: PT Penerbit IPB Press, 2020.
[25] J. F. Hair, T. Hult, C. Ringle, and M. Sarstedt, A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 2nd edition. 2016.
[26] M. A. Memon, H. Ting, T. Ramayah, F. Chuah, and J.-H. Cheah, “a Review of the Methodological Misconceptions and Guidelines Related To the Application of Structural Equation Modeling: a Malaysian Scenario,” J. Appl. Struct. Equ. Model., vol. 1, no. August, pp. i–xiii, 2017.
[27] M. Sarstedt, C. M. Ringle, and J. F. Hair, Handbook of Market Research, no. September. 2020.
[28] I. Ghozali and H. Latan, Partial Least Square Konsep, Teknik dan Aplikasi menggunakan program SmartPLS 3.0. Semarang: Badan Penerbit Universitas Diponegoro, 2015.
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