Johannes, Victoria Detra and Indarini, Indarini and Margaretha, Silvia (2018) Usability, customer satisfaction, service, and trust towards mobile banking user loyalty. In: Proceedings of the 15th International Symposium on Management (INSYMA 2018), March 1st 2018, Chonburi, Thailand.
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Abstract
The purpose of this research is to analyze the influence of usability, customer satisfaction, customer service and trust towards mobile banking user loyalty in Surabaya. The data used in this research were primary data obtained from questionnaires. Respondents of the study were 200 respondents who live in Surabaya and use mobile banking facility from BCA, BNI or Bank Mandiri over the past 6 months. Data processing was conducted using SPSS 18 for Windows and Amos Graphic 21 for Windows. Non-probability sampling with purposive sampling type was applied as the sampling technique. The result of this research showed there is a positive influence between usability, customer satisfaction, customer service and trust towards loyalty.
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Uncontrolled Keywords: | trust, customer satisfaction, customer service, trust, loyalty, mobile banking |
| Subjects: | H Social Sciences > HG Finance |
| Divisions: | Faculty of Business and Economic > Department of Management |
| Depositing User: | Tang Hamidy 203012 |
| Date Deposited: | 29 Apr 2019 02:00 |
| Last Modified: | 05 Jun 2024 03:22 |
| URI: | http://repository.ubaya.ac.id/id/eprint/34730 |
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