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All Journal IAES International Journal of Artificial Intelligence (IJ-AI) ComEngApp : Computer Engineering and Applications Journal Bulletin of Electrical Engineering and Informatics Indonesian Journal of Electrical Engineering and Informatics (IJEEI) Annual Research Seminar Sistemasi: Jurnal Sistem Informasi JOURNAL OF APPLIED INFORMATICS AND COMPUTING SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan JURTEKSI EDUMATIC: Jurnal Pendidikan Informatika Building of Informatics, Technology and Science Indonesian Journal of Electrical Engineering and Computer Science Jurnal Generic JUSTIN (Jurnal Sistem dan Teknologi Informasi) Jurnal Masyarakat Madani Indonesia Jurnal Pengabdian Informatika (JUPITA) Jurnal Informatika: Jurnal Pengembangan IT
Dinda Lestarini
Fakultas Ilmu Komputer Universitas Sriwijaya
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Beyond Traditional Models: Integrating EUCS, SERVQUAL, and UEQ in SeaBank Raihana Nabilatulrahmah; Dinda Lestarini; Iin Seprina; Ari Wedhasmara; Dinna Yunika Hardiyanti
Jurnal Pendidikan Informatika (EDUMATIC) Vol 10 No 1 (2026): Edumatic: Jurnal Pendidikan Informatika
Publisher : Universitas Hamzanwadi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29408/edumatic.v10i1.34297

Abstract

Research on digital banking satisfaction remains conceptually fragmented, as End-User Computing Satisfaction (EUCS), SERVQUAL, and User Experience Questionnaire (UEQ) reflect distinct evaluative paradigms that often produce inconsistent results when applied independently. This study develops and validates an integrated model capturing informational, service, system, and experiential determinants of satisfaction in a branchless digital banking context. Data from 212 active SeaBank users were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with a Two-Stage approach. The model explains 76.5% of the variance in user satisfaction. User experience is the strongest predictor, followed by system quality and information quality, while service quality is not statistically significant. The findings indicate an experience-centric evaluation structure, where affective and system-related factors outweigh traditional service dimensions. This study provides a unified empirical validation of EUCS, SERVQUAL, and UEQ, clarifying their hierarchical relationships and indicating the reduced relevance of service quality in fully digital environments. Practically, the results highlight the importance of UI/UX optimization, system reliability, and experiential design for enhancing user retention. The Gen Z-dominated sample and cross-sectional design limit broader generalization, suggesting the need for longitudinal and cross-context validation.
Co-Authors Adelia Azahra Adelia Rizki Putri Adeliani Adeliani Ahmad Rifai Alfarizi, Muhammad Ali Bardadi Allsela Meiriza, Allsela Andesta Angelina Anna Dwi Marjusalinah Ari Wedhasmara Ariani, Ardina Darmawahyuni, Annisa Darwin, Amelia Desty Rodiah Dinna Yunika Hardiyanti Firdaus Firdaus Firdaus Firdaus Firdaus Firdaus Firdaus Fransiska Prihatini Sihotang, Fransiska Ghita Athalina Hardini Novianti Hardini Novianti Hardini Novianti Iin Seprina Iriyani, Silfi Irwansyah, Muhammad Aziiz Junia Kurniati, Junia Ken Dhita Tania Kurniawan, Anggy Tias Kurniawan, Anggy Tyas Mira Afrina Muhammad Azmi Zaky Muhammad Husni Syahbani Muhammad Naufal Rachmatullah Muhammad Naufal, Muhammad Muliana, Ahmad Syakir Nabila Rizki Oktadini Naretha Kawadha Pasemah Gumay Oktadini, Nabila Rizky Pacu Putra Pibriana, Desi Purwita Sari Putri Eka Sevtiyuni Putri, Dila Okta Dwi Rahmadiana, Reva Nur Raihana Nabilatulrahmah Richa Pratiwi Rizka Dhini Kurnia Rosdiyanah, Rosdiyanah Rusdy, Taufiqurrahman Sarifah Putr Raflesia Sarifah Putri Raflesia Sarifah Putri Raflesia Sarifah Putri Raflesia Sarifah Putri Raflesia, Sarifah Putri Seprina, Iin Silfi Iriyani Siti Nurmaini Suci Fitriani, Suci Taufiqurrahman Rusdy Taufiqurrahman Taufiqurrahman Via Mariska, Inneke Willy Zaqqi Yamani