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Influence of perceived quality of mobile payment application towards loyalty
Taufan Novembri Sandyopasana., M.Gunawan Alif

Master of Management
Faculty of Economics and Business
Universitas Indonesia


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.

Keywords: mobile payment; perceived quality; trust; satisfaction; switching barrier; loyalty

Topic: Marketing Management


Conference: The 4th Global Conference on Business, Management and Entrepreneurship (GCBME 2019)

Plain Format | Corresponding Author (Taufan Novembri Sandyopasana)

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