Integration of the E-Service Quality Model and Service Convenience Model to Measure E-Payment Performance (Empirical Study at Immigration Offices in Medan)

Abstract

This research was conducted to measure the effect of e-service quality and service convenience on e-payment performance at the Immigration Office in Medan by distributing questionnaires online. Sample collection was carried out using the convenience sampling method, which produced 299 of 361 respondents that could be used. The data processing of 299 respondents used SmartPLS and SPSS. Of the nine hypotheses that have been formulated, all have been declared accepted. So, the results of this study provide empirical evidence supporting the theory of end-user satisfaction, e-SQ, and servcon on nine variables X and Y use. All measurement items in the questionnaire statements have been confirmed valid and reliable. The most decisive influence is on the efficiency variable. At the same time, the weakest effect is the variable post-benefit convenience. The practical contribution of the results of this research can provide input for banks, e-payment providers, and immigration offices. Keywords: E-service Quality, Service Convenience, E-payment Performance, End-User Satisfaction, and Immigration Offices