Ardiana Kurniasari, Pompong Setiadi / The Role of M-Payment Quality Characteristic on Performance Expectation and Satisfaction In Surabaya (Studi of Mobile Banking) 151 Review of Management and Entrepreneurship Volume 07, Number 01, April 2023 p-ISSN 2548-3536 e-ISSN 2548-3552 THE ROLE OF M-PAYMENT QUALITY CHARACTERISTIC ON PERFORMANCE EXPECTATION AND SATISFACTION IN SURABAYA (STUDI OF MOBILE BANKING) Ardiana Kurniasari, Pompong Setiadi Sekolah Tinggi Ilmu Ekonomi Mahardhika Surabaya Abstract: This study aims to determine the effect of M-payment quality characteristic on performance expectations and satisfaction of mobile bank- ing users in Surabaya. This study uses quantitative methods and data from questionnaires distributed to 180 mobile banking users in Surabaya. The data was processed using SEM-PLS. The theoretical basis of this study is the information system success model (IS) with six dimensions: informa- tion quality, system quality, service quality performance expectation, usage intention, and user satisfaction. This study found that information quality, system quality, and service quality in mobile banking significantly affected performance expectations and user satisfaction of mobile banking users in Surabaya. Keywords: system quality, information quality, service quality, performance expectation, customer satisfaction A. INTRODUCTION Along with the development of technology, one of which is a Smartphone. The banking world has now also followed technological developments by presenting payment services via Smartphones (Crystle Rampen & Sihotang, 2021). M-payment is a payment service for goods and services using smartphone devices with NFC capabilities so that users do not need to carry cash or what is currently called cashless. With M-payment, customers can access their accounts without the need to go to the bank, and M-payment allows users to make purchases and product payments via Smartphones (Pratiwi, 2019). *Corresponding Author. e-mail: ardiana.kurniasari@gmail.com 151