Successful Digital Payment Information System Services Using Delon and McLean Models

Abstract

Online payment is becoming a practical alternative payment option in the Covid-19 pandemic because it reduces physical contact and the risk of coronavirus transmission. This research aims at analyzing the success of digital payment services using the Delone & McLean model with a Go-pay as a case study. Quantitative research methods were carried out using the Amos and SPSS applications. The research results were an analysis of the success of go-pay digital payments. This study explained that the success of digital payment application services on user satisfaction was positively influenced by the system quality, information quality, service quality. Furthermore, user satisfaction affects ruto net benefits for the users. This can be a strategic reference for Go-pay services considering that digital wallet or mobile wallet service providers in Indonesia are rigorous. The most formidable competitor for Go-pay is the mobile wallet service from Shopee pay. Go-pay services should pay attention to (1) demand-side strategies to use price differences in the same service as competitors, develop requests to build purchases during off-peak periods with bigger promos and discounts, and improve the quality of customer care services for customers. (2) Supply-side strategies, Go-pay service providers need to carry out plans to improve service improvement in the future and increase cooperation with mall and restaurant services.