Image of Analisis Pengaruh Customer Experience Terhadap Loyalitas Konsumen dan Intensi Penggunaan Kembali pada M-Banking Bank Jago

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Analisis Pengaruh Customer Experience Terhadap Loyalitas Konsumen dan Intensi Penggunaan Kembali pada M-Banking Bank Jago

Mobile Banking is one of the most promising innovations today because it provides many benefits for banks and their customers. Mobile Banking is the main feature offered by Bank Jago which is a digital bank. Bank Jago succeed to acquire two million customers in just five quarters. This phenomenon is very interesting, so the authors built this study which aims to analyze the effect of Trust, Convenience, Social Influence, App Attributes, and Customer Support on Customer Experience and their effect on Customer Loyalty and Continue Usage Intention on Bank Jago m-banking users. In context of m-banking Bank Jago among millennials and Gen Z in Indonesia. Data gathered from 314 respondents using non-probability convenience sampling that is analyzed using structural equating modelling (SEM) using SmartPLS 3.2.9. Result shows app attributes has primary impact on customer experience of millennials and Gen Z users that is followed by convenience and trust. Moreover, customer experience has primary impact on continue usage intention and followed by customer loyalty..Ada Tabel

Ketersediaan

Call NumberLocationAvailable
13751PSB lt.2 - Karya Akhir1
Penerbit Depok Program Studi Manajemen Fakultas Ekonomi dan Bisnis UI.,
Edisi -
Subjek Mobile banking
Trust
Customer Experience
ISBN/ISSN -
Klasifikasi -
Deskripsi Fisik xvi, 173 p. ; diagr. ; 30 cm
Info Detail Spesifik -
Other Version/Related Tidak tersedia versi lain
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