Analysis of the Quality of QR Pay Service with Fuzzy e-ServQual Method and Importance Performance Analysis

Winata, Hendra and Adiandari, Ade Maharini Analysis of the Quality of QR Pay Service with Fuzzy e-ServQual Method and Importance Performance Analysis. In: Presentasi ICEBEF.

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Abstract

In current banking digitalization era, bank could meet this challenge by launching a payment technology using QR code scan, that use devices owned by their customer by scanning QR code attached to the merchant. Customer satisfaction should be prioritized which is determined by the quality of goods or services. E-ServQual intended to examine transaction accuracy, speed to solve problems online, required information easily available, and ease of accessing QR Pay. This study aimed to analyze bank customer satisfaction level in using QR Pay service based on ServQual method integrated with Fuzzy logic. This research also identified service variables prioritized by customers by using Importance Performance Analysis (IPA). This study conducted on 69 customers of Bank QR Pay service in one Branch Office of State-Owned Enterprises bank in Balikpapan, East Kalimantan. Study result indicated that the need of QR Pay strategy improvement service that comprised of transaction accuracy, speed to solve problems online, required information easily available and ease of accessing the QR Pay

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