Evaluation of cryptocurrency trading exchange application (binance) based on delone & mclean information system success model

Ibnu Rohmadi, Berto Usman

Abstract


The gradual increase in the cryptocurrency market capitalization, reaching a staggering 2.9 trillion USD in November 2021 (CoinMarketCap, 2023). Binance is one of the prominent cryptocurrency trading exchange providing services for buying, selling, and storing various types of cryptocurrencies (Binance, 2023). However, user testimonials have raised concerns regarding inadequate Service Quality when users encounter issues. This research aims to quantitatively assess the influence of variables within the Delone & McLean Information System Success Model (2003), specifically focusing on the Binance Cryptocurrency Trading Exchange Application. The study emerges from a researcher's interest in exploring user perceptions of the Binance application. Primary data was collected via questionnaires distributed on social media platforms to users of the Binance Trading Platform, resulting in a total of 142 respondents. Data analysis was conducted using Smart PLS. The research findings reveal that five of the nine hypotheses were rejected, otherwise four hypotheses accepted. This study suggests the developers of the Binance Cryptocurrency Trading Exchange Platform enhance Service Quality & Information Quality particularly in the realm of Customer Service. The development of a more responsive Customer Service bot capable of effectively addressing trader concerns could substantially enhance User Satisfaction.

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