Application of The End User Computing Satisfaction Method to Analyze User Satisfaction Toward the Quality of Mobile Banking Services

Main Article Content

Frans Sudirjo
Silvia Ekasari
Nenden Hendayani
Donny Dharmawan
Ansir Launtu


This research aims to find out how to analyze user satisfaction with the quality of mobile banking application services using the end-user computing satisfaction model. This research adopts a quantitative approach. Use of questionnaires as a data collection tool. Sampling was done using the purposive sampling technique, with a sample size of 100 respondents. Researchers conducted demographic, outer, and inner model analyses using the PLS-SEM approach via Smart-PLS. This research indicates that most mobile banking application users were satisfied with their overall use. The four hypotheses proposed, namely ease of use, perceived usefulness, and timeliness, were all accepted with solid evidence. The results of hypothesis testing show that three hypotheses have a highly significant influence on user satisfaction, namely H5 (perceived usefulness), H4 (format), and H3 (ease of use). These factors, such as user-perceived usefulness, format quality, and ease of use, provide a positive experience for users to feel satisfied with the application. However, two hypotheses are not accepted, indicating that the accuracy variable (accuracy) and content variable (content) do not significantly influence user satisfaction. The purpose of adding the perceived usefulness variable to this research is to obtain information about how practical the application is for users, and the results of the t-test show that this variable has a significant relationship with user satisfaction.

Article Details

How to Cite
Sudirjo, F., Ekasari, S., Hendayani, N., Dharmawan, D., & Launtu, A. (2024). Application of The End User Computing Satisfaction Method to Analyze User Satisfaction Toward the Quality of Mobile Banking Services. Jurnal Informasi Dan Teknologi, 6(1), 150-154.


[1] Agustin, D. R. P., Basyah, B. L., & Anggraini, D, “Analysis of User Satisfaction Levels of the Starbridges Application Using End User Computing Satisfaction,” Jurnal Ilmiah KOMPUTASI, vol. 21, no. 4, pp. 587–594, 2022.
[2] Tannady, H., Dewi, C. S., & Gilbert. (2024). Exploring Role of Technology Performance Expectancy, Application Effort Expectancy, Perceived Risk and Perceived Cost On Digital Behavioral Intention of GoFood Users. Jurnal Informasi Dan Teknologi, 6(1), 80-85.
[3] Pahlawansah, H., Octiva, C. S., & Muafiqie, H. (2023). Measurement Analysis of the Level of E-Commerce Adoption Readiness in SMEs Using Technology Readiness Index Method. Jurnal Sistim Informasi dan Teknologi, 193-197.
[4] Wahyuningsih, S. S., Fajri, T. I., Octiva, C. S., & Adhicandra, I. (2023). Comparison Analysis of Service Performance Using Kruskal Wallis-Friedman Test to Minimize Waiting Time in Toll Gate System. Jurnal Informasi dan Teknologi, 189-195.
[5] Purbaningsih, Y., Jamadi, J., Junianto, P., Fittriya, N. L., & Ekasari, S. (2021). Human Resource Management Strategy Prediction in Small Business Marketing after Pandemic. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(4), 8316-8326.
[6] Widjaja, G., Ekasari, S., Sijabat, H. H., Nurwita, N., & Hendriarto, P. (2021). Understanding of Real Estate investment Risk and Opportunity (Study Business and Economic Management). Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(4), 11943-11952.
[7] Darwati, L., & Fitriyani, “Analysis of Measuring the Level of User Satisfaction of the OVO Application Using the End User Computing Satisfaction (EUCS) Method,” JUST IT : Jurnal Sistem Informasi, Teknologi Informasi Dan Komputer, vol. 12, no. 2, pp. 34–42, 2022,
[8] Hartatik, S. R., & Budihartanti, C, “Analysis of User Satisfaction with the Implementation of the Go-Jek Application Using the TAM Method,” PROSISKO: Jurnal Pengembangan Riset Dan Observasi Sistem Komputer, vol. 7, no. 1, 2020.
[9] Sudirjo, F. (2021). Social media, consumer motivation, and consumer purchase decision for fashion consumers in semarang district. Jurnal Manajemen (Edisi Elektronik), 12(1), 78-92.
[10] Sudirjo, F., Ausat, A. M. A., Rijal, S., Riady, Y., & Suherlan, S. (2023). ChatGPT: Improving Communication Efficiency and Business Management of MSMEs in the Digital Age. Innovative: Journal Of Social Science Research, 3(2), 643-652.
[11] Gunawan, F. E., Wilujeng, F. R., Rembulan, G. D., & Tannady, H. (2020). Service quality analysis of smes tempe in province of Jakarta, Indonesia. Technology Reports of Kansai University, 62(7), 3827-3833.
[12] Nurprihatin, F., Jayadi, E. L., & Tannady, H. (2020). Comparing heuristic methods’ performance for pure flow shop scheduling under certainand uncertain demand. Management and production engineering review.
[13] Tannady, H., Andry, J. F., & Nurprihatin, F. (2020, March). Determinants factors toward the performance of the employee in the crude palm oil industry in West Sumatera, Indonesia. In IOP Conference Series: Materials Science and Engineering (Vol. 771, No. 1, p. 012066). IOP Publishing.
[14] Lattu, A., Sihabuddin, & Jatmika, W, “Analysis of User Satisfaction with the Use of E-Learning Using the Tam and Eucs Methods,” Jurnal Riset Sistem Informasi Dan Teknologi Informasi (JURSISTEKNI), vol. 4, no. 1, pp. 39– 50, 2022,
[15] Novita, D., & Helena, F, “Analysis of User Satisfaction of the Traveloka Application Using the Technology Acceptance Model (TAM) and End-User Computing Satisfaction (EUCS) Methods,” Jtsi, vol. 2, no. 1, pp. 22–37, 2021.
[16] Rusdiana, D., & Suryanti, R, “Analysis of User Satisfaction of the Traveloka Application Using the Technology Acceptance Model (TAM) and End-User Computing Satisfaction (EUCS) Methods,” Seminar Keselamatan Nuklir, vol. 2, pp. 27–33, 2021.
[17] D. Abdullah, “Perancangan Sistem Informasi Pelayanan Kapal,” J. Ilm. Teknol. Inf. Terap., 2015.
[18] Hasanun, D. Abdullah, and M. Daud, “Pengembangan Sistem E-Learning Politeknik Negeri Lhokseumawe dengan Model Vark ”, jidt, vol. 5, no. 4, pp. 222-228, Dec. 2023.
[19] A. Faridhatul Ulva, D. Abdullah, Masriadi, Nurhasanah, N. Alimul Haq, and B. Ulumul Haq, “AROS(AgRO-Smart) : Smart City Pertanian dengan Track and Trace GPS berbasis Mobile”, jidt, vol. 5, no. 4, pp. 78-91, Nov. 2023.
[20] D. . K. Pramudito, A. . Titin Sumarni, E. . Diah Astuti, B. . Aditi, and Magdalena, “The Influence of User Trust and Experience On User Satisfaction Of E-Commerce Applications During Transactions in Mini Markets Using Delon and McLean Method”, jsisfotek, vol. 5, no. 4, pp. 1–7, Oct. 2023.
[21] S. Budi Utomo, J. P. Nugraha, E. Sri wahyuningsih, R. . Indrapraja, and F. A. . Binsar Kristian Panjaitan, “Analysis of The Effectiveness of Integrated Digital Marketing Communication Strategies in Building MSMEs Brand Awareness Through Social Media”, jsisfotek, vol. 5, no. 4, pp. 8–13, Oct. 2023.

Most read articles by the same author(s)

1 2 3 4 > >>