An Evaluating M-Banking Service Quality To Strengthen Loyalty And Satisfaction Of Customers Priority In The Digital Era
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Published:
Aug 27, 2022
Keywords:
M-banking Service Quality, Customer Satisfaction, Customer Loyalty
Section
Computer Science
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Abstract
In this decade, mobile banking applications greatly facilitate customers to make transactions and enjoying banking services without having to visit branch offices, in which it can conducted anywhere. This paper aims to evaluate the direct and indirect effect of m-banking service quality on customer loyalty through mediating contribution of customer satisfaction. For the technique of sampling, this paper has used purposive with two criteria. In the distribution process, online method by assisting g-form questionnaires. As many as 154 completes questionnaires returned, then analyzed by Smart PLS 4.0.9 with the technique of SEM. Results indicated that M-banking service quality has a positive and significant effects on customer loyalty and satisfaction, then success in the mediating test by partial effect.
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How to Cite
Rifai, R., Syafrizal and Lenggogeni, S. (2022) “An Evaluating M-Banking Service Quality To Strengthen Loyalty And Satisfaction Of Customers Priority In The Digital Era”, Jurnal Mantik, 6(2), pp. 2568-2574. doi: 10.35335/mantik.v6i2.2719.
References
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Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Kizgin, H., & Patil, P. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management, 44(September 2018), 38–52. https://doi.org/10.1016/j.ijinfomgt.2018.09.002
Bui, N., Moore, Z., Wimmer, H., & Pham, L. (2022). Predicting Customer Loyalty in the Mobile Banking Setting. International Journal of E-Services and Mobile Applications, 14(1), 1–22. https://doi.org/10.4018/ijesma.296576
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Hasan, M. (2017). Mobile banking service quality and customer relationships. International Journal of Bank Marketing, 35(7), 1066–1087. https://doi.org/10.1108/IJBM-10-2015-0150
Hidayat, T., Fahmy, R., Sari, D. K., Mergeresa, F., & Fernando, Y. (2021). COVID 19 Outbreak Effect on Leadership, Job Satisfaction, And Turnover Intention: A Mediating Model of Indonesian Banking Sector. International Journal of Industrial Management, 10(1), 113–128. https://doi.org/10.1.2021.6011
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Jun, M., & Palacios, S. (2016). Examining the key dimensions of mobile banking service quality: an exploratory study. International Journal of Bank Marketing, 34(3), 307–326. https://doi.org/10.1108/IJBM-01-2015-0015
Khan, A. G., Lima, R. P., & Mahmud, M. S. (2021). Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model. Global Business Review, 22(1), 85–100. https://doi.org/10.1177/0972150918795551
Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences, 8(2), 331–354.
Khatoon, S., Zhengliang, X., & Hussain, H. (2020). The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector. SAGE Open, 10(2). https://doi.org/10.1177/2158244020935887
Krejcie, R. V., & Morgan, D. W. (1970). Determining Sample Size for Research Activities. Educational and Psychological Measurement, 30(3), 607–610. https://doi.org/10.1177/001316447003000308
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Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64(October 2020), 101487. https://doi.org/10.1016/j.techsoc.2020.101487
Marliyah, Ridwan, M., & Sari, A. K. (2021). The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 2717–2729.
Pratama, Z. P., Sari, D. K., Games, D., & Hidayat, T. (2021). Covid 19 Pandemic?: Enhancing Customer Loyalty To Traditional Market Existence. Enrichment: Journal of Management, 12(1), 152–157.
Sekaran, U., & Bougie, R. (2016). Research Methods for Business: A Skill-Building Approach, 6th Edition.
Thar, S., Myo, K., Hwang, G.-H., ??????????, & ????????????. (2017). Effect of Mobile Devices on the Use Intention and Use of Mobile Banking Service in Myanmar. Journal of Digital Convergence?, 71, 71–82. https://doi.org/10.14400/JDC.2017.15.6.71
Trabelsi-Zoghlami, A., Berraies, S., & Ben Yahia, K. (2020). Service quality in a mobile-banking-applications context: do users’ age and gender matter? Total Quality Management and Business Excellence, 31(15–16), 1639–1668. https://doi.org/10.1080/14783363.2018.1492874
Yuliani, F., Syahrul, L., Lukito, H., & Hidayat, T. (2021). Affective Commitment in Questions?; Does LMX , POS , and Job Satisfaction being Answer?? Enrichment: Journal of Management, 12(1), 120–125.
Yusfiarto, R. (2021). The relationship between m-banking service quality and loyalty: evidence in Indonesian Islamic Banking. Asian Journal of Islamic Management (AJIM), 3(1), 23–33. https://doi.org/10.20885/ajim.vol3.iss1.art3
Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Kizgin, H., & Patil, P. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management, 44(September 2018), 38–52. https://doi.org/10.1016/j.ijinfomgt.2018.09.002
Bui, N., Moore, Z., Wimmer, H., & Pham, L. (2022). Predicting Customer Loyalty in the Mobile Banking Setting. International Journal of E-Services and Mobile Applications, 14(1), 1–22. https://doi.org/10.4018/ijesma.296576
Desara, T., Verinita, V., Maruf, M., & Hidayat, T. (2021). Enhancing Repurchase Intention in Retail?: the Role of Customer Satisfaction , Service Quality , and Product Assortment. Enrichment Journal of Management, 12(1), 325–329.
Hasan, M. (2017). Mobile banking service quality and customer relationships. International Journal of Bank Marketing, 35(7), 1066–1087. https://doi.org/10.1108/IJBM-10-2015-0150
Hidayat, T., Fahmy, R., Sari, D. K., Mergeresa, F., & Fernando, Y. (2021). COVID 19 Outbreak Effect on Leadership, Job Satisfaction, And Turnover Intention: A Mediating Model of Indonesian Banking Sector. International Journal of Industrial Management, 10(1), 113–128. https://doi.org/10.1.2021.6011
Hossain, Nahin. (2019). Mobile Banking and Customer Satisfaction?: The Case of Dhaka City World Review of Business Research Mobile Banking and Customer Satisfaction?: The Case of Dhaka City Md Nahin Hossain * and Md Yahin Hossain **. World Review of Business Research, 5(3), 108–120.
Jun, M., & Palacios, S. (2016). Examining the key dimensions of mobile banking service quality: an exploratory study. International Journal of Bank Marketing, 34(3), 307–326. https://doi.org/10.1108/IJBM-01-2015-0015
Khan, A. G., Lima, R. P., & Mahmud, M. S. (2021). Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model. Global Business Review, 22(1), 85–100. https://doi.org/10.1177/0972150918795551
Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences, 8(2), 331–354.
Khatoon, S., Zhengliang, X., & Hussain, H. (2020). The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector. SAGE Open, 10(2). https://doi.org/10.1177/2158244020935887
Krejcie, R. V., & Morgan, D. W. (1970). Determining Sample Size for Research Activities. Educational and Psychological Measurement, 30(3), 607–610. https://doi.org/10.1177/001316447003000308
Lamrhari, S., Ghazi, H. El, Oubrich, M., & Faker, A. El. (2022). A social CRM analytic framework for improving customer retention, acquisition, and conversion. Technological Forecasting and Social Change, 174(November 2021), 121275. https://doi.org/10.1016/j.techfore.2021.121275
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64(October 2020), 101487. https://doi.org/10.1016/j.techsoc.2020.101487
Marliyah, Ridwan, M., & Sari, A. K. (2021). The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 2717–2729.
Pratama, Z. P., Sari, D. K., Games, D., & Hidayat, T. (2021). Covid 19 Pandemic?: Enhancing Customer Loyalty To Traditional Market Existence. Enrichment: Journal of Management, 12(1), 152–157.
Sekaran, U., & Bougie, R. (2016). Research Methods for Business: A Skill-Building Approach, 6th Edition.
Thar, S., Myo, K., Hwang, G.-H., ??????????, & ????????????. (2017). Effect of Mobile Devices on the Use Intention and Use of Mobile Banking Service in Myanmar. Journal of Digital Convergence?, 71, 71–82. https://doi.org/10.14400/JDC.2017.15.6.71
Trabelsi-Zoghlami, A., Berraies, S., & Ben Yahia, K. (2020). Service quality in a mobile-banking-applications context: do users’ age and gender matter? Total Quality Management and Business Excellence, 31(15–16), 1639–1668. https://doi.org/10.1080/14783363.2018.1492874
Yuliani, F., Syahrul, L., Lukito, H., & Hidayat, T. (2021). Affective Commitment in Questions?; Does LMX , POS , and Job Satisfaction being Answer?? Enrichment: Journal of Management, 12(1), 120–125.
Yusfiarto, R. (2021). The relationship between m-banking service quality and loyalty: evidence in Indonesian Islamic Banking. Asian Journal of Islamic Management (AJIM), 3(1), 23–33. https://doi.org/10.20885/ajim.vol3.iss1.art3
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