Integrasi Model E-Service Quality dan Model Service Convenience untuk Mengukur Kinerja E-Payment (Studi Empiris pada Kantor Imigrasi di Medan)

Abstract

The research aims at assessing the effects of e-service quality and service convenience on e-payment performance at the Immigration Office of Medan by distributing questionnaires by online. The samples consist of 299 out of 361 respondents, selected by using convenience sampling technique. The data are processed by using SPSS and SmartPLS software for descriptive statistical analysis and PLS-SEM analysis. All nine hypotheses which have been formulated are accepted so that the result of the research provides empirical evidence to support the theory of end-user satisfaction, e-service quality, and service convenience in 9 variables X and Y, and the whole measuring items in the questionnaires have been confirmed to be valid and reliable. The most significant effect is demonstrated by the variable of efficiency while the most insignificant effect is the variable of post-benefit convenience. The practical contribution of the research result offers inputs for banks, e-payment providers, and immigration office.