3S Model of Mobile Banking Users' Satisfaction

Abstract

The phenomenon of business competition between financial companies has finally occurred between banking companies and other electronic payment companies due to the acceleration of financial technology due to the COVTD-19 pandemic. This study examines the satisfaction of mobile banking users with digital services provided by considering the quality of information systems, including information quality, system quality, service quality, and satisfaction. Research data from the questionnaire was collected from as many as 201 mobile banking users by purposive sampling. Then, the data were analysed using the PLS-SEM technique with SmartPLS 3.3.3 software. The results of this study have succeeded in answering all hypotheses. First, information quality affects service quality and system quality. Second, the quality of information does not affect the satisfaction of mobile banking users. Third, service quality affects satisfaction and system quality. Finally, the system’s quality affects the satisfaction of mobile banking users.