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Analisis Perilaku Pengguna Mobile Banking Terhadap E-Service Quality, Attitude Dan Customer Satisfaction (Studi Kasus: Bank Konvensional dan Bank Digital)
Research Aims : Investigate factors affecting mobile banking usage behavior based on e-service quality, attitude and customer satisfaction using case studies of conventional banking and digital banking Design/methodology/approach: A conceptual model to investigate factors that influence mobile banking usage was developed based on the review of existing literature using the Structural Equation Modelling approach. Data collected from 532 BCA?s mobile banking users and 479 Jenius?s users we used to test the model. The data were analyzed based on on Partial Least Square ? Structural Equation Modeling using SmartPLS 3.0 Research Findings : It is found that in both case studies, BCA as a representation of mobile banking services from traditional banking and Jenius as a representation of fully digital banking. However, different results, which occur due to different user journey in using mobile banking. On the BCA, actual use is influenced by attitude, e-service quality and customer satisfaction. However at BCA, it was found that computer self-efficacy had no effect on attitude. While on Jenius, actual use is influenced by attitude, e-service quality and customer satisfaction. However at Jenius, it was found that computer self-efficacy had no significant on attitudes, system availability had no effect on e-service quality. Practitioner/Policy Implication : Providing insights to mobile banking providers BCA and Jenius to improve the e-service quality that will enhance customer satisfaction and mobile banking usage Research Limitations : This study is aimed at respondents who are in Indonesia. However, the respondents that researchers can find are still focused on the island of Java, so it is not evenly distributed throughout Indonesia. So, there needs to be other research in the future that discusses a wider and more representative segment.Ada Tabel
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| 12838 | PSB lt.2 - Karya Akhir | 1 |
| Penerbit | Depok: Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Indonesia 2021 |
|---|---|
| Edisi | - |
| Subjek | E Service quality Mobile banking Structural Equation Modelling Customer Satisfaction Attitude |
| ISBN/ISSN | - |
| Klasifikasi | - |
| Deskripsi Fisik | xviii, 381 p. ; diagr. ; 30 cm |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |