ABSTRACT
This study analyses the influence of perceptions of the quality of the mobile payment application on customer loyalty. The cognitive-affective-behaviour model was used in this study where cognitive stages included perceptions of quality divided into delivery quality and outcome quality. Customer trust, satisfaction and switching barriers are included in the affective stages, and loyalty including as behavioural intention. All data used in this study were collected from 418 respondents who were users of mobile payments in Indonesia. Then, the model is estimated using SEM and showing that the delivery quality and outcome quality formed through customer interaction with mobile payment services positively affect trust and customer satisfaction, which in the end will affect loyalty. The results also show that satisfaction can mediate the effect of trust on loyalty where the influence is greater than the direct influence between trust and loyalty. Therefore all hypotheses formed in this study were accepted.
