Analysis of Customer Satisfaction Factors on e-Commerce Payment System Methods in Indonesia

e-Commerce companies are currently competing to make it easier for customers to make transactions with a variety of payment system methods that have been provided and developed. The research aims to find out the factors that influence customer satisfaction in using the payment system method. The variables used in the study are service, comfort, speed, convenience, benefits, active use and security in conducting transactions. The results of the study concluded what factors influence satisfaction to develop a payment system method. The research model and questionnaire use a modified research model of the successful information system model DeLone and McLane and technology acceptance by Tella (2012) and in analyzing the results of the questionnaire, researchers used descriptive statistics and Structural Equation Model (SEM) analysis using AMOS V.26. The results of the management of these data the researchers concluded that there is one variable that is perceived comfort does not significantly affect satisfaction. Results of this study are expected to provide a reference that can be used by digital business people, particularly financial technology or e-commerce companies in improving services in applying the Payment System Method by factors that influence the level of customer satisfaction to maintain customer loyalty to the company.

@article{Putra2020,
  title     = {Analysis of Customer Satisfaction Factors on e-Commerce Payment System Methods in Indonesia},
  journal   = {International Journal of Advanced Computer Science and Applications},
  volume    = {11},
  number    = {4},
  year      = {2020},
  publisher = {The Science and Information Organization},
  author    = {Hafidz Risqiadi Putra and Sfenrianto},
  doi       = {10.14569/IJACSA.2020.0110463},
  url       = {https://doi.org/10.14569/IJACSA.2020.0110463}
}