Effect of mobile service quality to e-trust to develop e-satisfaction and e-loyalty mobile banking services
Keywords:
e-loyalty, e-satisfaction, e-trust, mobile banking, mobile service qualityAbstract
The development of information and communication technology has caused enormous changes in the business. To win the competition by reaching more and more customers, the bank must innovate in providing services that are in accordance with customer demands. One way is to offer mobile banking (m-banking). Trust is one of the important factors that influence consumers in dealing with m-banking. This study aims to explain the effect of mobile service quality on e-trust, e-satisfaction, and e-loyalty of mobile banking (m-banking) users. The respondents of this study are M-BCA, Mandiri Online or BRI Mobile users. Data was collected using a questionnaire from 120 respondents in Denpasar City and using m-banking at least 2 times a month. Data is processed using SEM-PLS analysis techniques with the Smart PLS application version 3.0. The results of the study found that mobile service quality has a positive and significant effect on e-trust. E-trust has a positive and significant effect on e-satisfaction, e-satisfaction has a positive and significant effect on e-loyalty and E-trust has a positive and significant effect on e-loyalty. Theoretical implications in this study are to enrich empirical evidence of research related to mobile service quality, e-trust, e-satisfaction and e-loyalty.
Downloads
References
Alam, S. S., Ahmad, M., Khatibi, A. A., & Ahsan, M. N. (2017). Factors affecting trust in publishing personal information in online social network: An empirical study of Malaysia’s Klang Valley users. Geografia: Malaysian Journal of Society and Space, 12(2).
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies, 9(2), 92. http://doi.org/10.5539/ijms.v9n2p92
Basri, A. I. (2019). Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Nasabah Bank Pengguna E-Banking. Bisman (Bisnis & Manajemen): The Journal of Business and Management, 2(1), 1-18.
Berraies, S., Chtioui, R., & Yahia, K. B. (2015). Functional characteristics of banking websites and customer loyalty: the mediating role of online trust. Journal of Applied Business Research (JABR), 31(3), 911-924. https://doi.org/10.19030/jabr.v31i3.9246
Bharti, S. K., Vachha, B., Pradhan, R. K., Babu, K. S., & Jena, S. K. (2016). Sarcastic sentiment detection in tweets streamed in real time: a big data approach. Digital Communications and Networks, 2(3), 108-121. https://doi.org/10.1016/j.dcan.2016.06.002
Chen, C., Dubin, R., & Kim, M. C. (2014). Emerging trends and new developments in regenerative medicine: A scientometric update (2000–2014). Expert Opinion on Biological Therapy, 14(9), 1295-1317. https://doi.org/10.1517/14712598.2014.920813
Chinomona, R. (2013). The influence of perceived ease of use and perceived usefulness on trust and intention to use mobile social software: technology and innovation. African Journal for Physical Health Education, Recreation and Dance, 19(2), 258-273.
Daniyan-Bagudu, H., Khan, S. J. M., & Roslan, A.-H. (2017). The effect of mobile banking on the performance of commercial banks in Nigeria. International Research Journal of Management, IT and Social Sciences, 4(2), 74-80.
Ding, D., Lawson, K. D., Kolbe-Alexander, T. L., Finkelstein, E. A., Katzmarzyk, P. T., Van Mechelen, W., ... & Lancet Physical Activity Series 2 Executive Committee. (2016). The economic burden of physical inactivity: a global analysis of major non-communicable diseases. The Lancet, 388(10051), 1311-1324. https://doi.org/10.1016/S0140-6736(16)30383-X
Gefen, A., van Nierop, B., Bader, D. L., & Oomens, C. W. (2008). Strain-time cell-death threshold for skeletal muscle in a tissue-engineered model system for deep tissue injury. Journal of biomechanics, 41(9), 2003-2012. https://doi.org/10.1016/j.jbiomech.2008.03.039
Gong, X., Liu, Z., & Wu, T. (2018). Gender differences in the antecedents of trust in mobile social networking services. The Service Industries Journal, 1-27. https://doi.org/10.1080/02642069.2018.1497162
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40-57. https://doi.org/10.1108/09604520410513668
Husain, S. (2017). The determinants of loyalty in online commerce–An exploratory study in India. The Electronic Journal of Information System. https://doi.org/10.1002/j.1681-4835.2017.tb00599.x
Jimenez, N., San-Martin, S., & Azuela, J. I. (2016). Trust and satisfaction: the keys to client loyalty in mobile commerce. Academia Revista Latinoamericana de Administración, 29(4), 486-510. https://doi.org/10.1108/ARLA-12-2014-0213
Komara, E. K. (2015). Manfaat Badan Usaha Milik Desa (BUM Desa) bagi Masyarakat (Telaah Kajian Manfaat Keberadaan BUM Desa ‘Hanyukupi’Ponjong dan BUM Desa ‘Sejahtera’Bleberan di Kabupaten Gunungkidul). Yayasan Penabulu.
Kotler, P., & Keller, K. L. (2004). Fundamentals of Marketing Management. Translated by Ali Parsaeian, Termeh Publication.
Kumar, V., Abbas, A. K., & Aster, J. C. (2017). Robbins basic pathology e-book. Elsevier Health Sciences.
Luarn, P., & Juo, W. J. (2010). The role of trust in technology within the TAM in the context of NFC mobile payment. Journal of Information and Optimization Sciences, 31(4), 875-896. https://doi.org/10.1080/02522667.2010.10700000
Masrek, M. N., Omar, N., Uzir, N. A., & Khairuddin, I. E. (2012). Mobile banking utilizations, satisfaction and loyalty: a case study of Malaysian consumers. Science Series Data Report, 4(12), 20-29.
Melaning, A., & Giantari, I. (2019). Technology acceptance application model on internet banking service in BRI Bank Denpasar Indonesia. International Research Journal of Management, IT and Social Sciences, 6(4), 135-146. https://doi.org/10.21744/irjmis.v6n4.667
Mulyawan, A., & Sidharta, I. (2014). Determinan Kualitas Layanan Akademik Di STMIK Mardira Indonesia Bandung. Jurnal Computech & Bisnis, 8(1), 13-24.
Permana, H., & Djatmiko, T. (2018). Analisis pengaruh kualitas layanan elektronik (e-service quality) terhadap kepuasan pelanggan shopee di bandung. Sosiohumanitas, 20(2), 64-78. https://doi.org/10.36555/sosiohumanitas.v20i2.112
Revita, A. (2016). E-Satisfaction Dan E-Trust Mempengaruhi E-Loyalty Konsumen Wanita Dalam Sosial Media. PERFORMA, 1(4), 505-513.
Robbins, P. (2001). Fixed categories in a portable landscape: the causes and consequences of land-cover categorization. Environment and Planning A, 33(1), 161-179. https://doi.org/10.1068%2Fa3379
Tjiptono, F. (2006). Manajemen Jasa. edisi pertama. yogyakarta: Andi.
Yaqin, A., & Ilfitriah, A. M. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Bank Pengguna E-Banking Di Surabaya. Journal of Business & Banking (JBB), 4(2), 245-160. http://dx.doi.org/10.14414/jbb.v4i2.375
Zoghlami, M., Kadri, A., & Bacha, F. (2018). Analysis and application of the sliding mode control approach in the variable-wind speed conversion system for the utility of grid connection. Energies, 11(4), 720. https://doi.org/10.3390/en11040720
Published
How to Cite
Issue
Section
Articles published in the International Research Journal of Management, IT and Social sciences (IRJMIS) are available under Creative Commons Attribution Non-Commercial No Derivatives Licence (CC BY-NC-ND 4.0). Authors retain copyright in their work and grant IRJMIS right of first publication under CC BY-NC-ND 4.0. Users have the right to read, download, copy, distribute, print, search, or link to the full texts of articles in this journal, and to use them for any other lawful purpose.
Articles published in IRJMIS can be copied, communicated and shared in their published form for non-commercial purposes provided full attribution is given to the author and the journal. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
This copyright notice applies to articles published in IRJMIS volumes 7 onwards. Please read about the copyright notices for previous volumes under Journal History.
