The Influence of E-Banking Service Quality, E-Customer Relationship Management, and Experiential Quality Oncustomer Trust, Customer Satisfaction, and Customer Loyalty in Bank Jatim (original) (raw)
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2014
Analyzing the factors affecting customer satisfaction in banking industry and adopting appropriate policies about these factors, is one of the effective ways for attracting customer trust and making them loyal. This research has focused on studying the factors affecting customer satisfaction in traditional and electronic banking industry to recognize which factors lead to customer satisfaction. So, first through the review of literature, some factors have been extracted such as, traditional service quality, electronic service quality, customer satisfaction, customer loyalty and customer trust. Based on these factors structural equation modeling has been formed. The statistical population of the study is the customers of one of the state banks among which 297 people were selected as a sample. The data have been analyzed with the structural equation modeling using AMOS software. The results of the analysis show that the electronic service quality and only two dimensions of traditional service quality including empathy and tangibility affect customer satisfaction. Also, the effect of customer satisfaction on customer trust and loyalty because of government support and old creditably of the bank under study has been confirmed.
Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking)
This study aims to identify the factors forming CRM Quality and their implications for Customer Loyalty at JakOne mobile banking users who are customers of Bank DKI Jakarta Barat Mayor Service Office. The sample used in this study were 144 JakOne mobile banking users who are customers of Bank DKI Jakarta Barat Mayor Service Office. The data collection technique in this study uses primary data by distributing questionnaires to respondents using Structural Equation Modeling (SEM) analysis which is supported by SmartPLS 3.0 applications. The main research results show that CRM Quality has a positive influence on Customer Loyalty and Customer Satisfaction has a positive influence on Customer Loyalty through CRM Quality mediation. Meanwhile, Customer Value has no influence on Customer Loyalty through CRM Quality mediation. Brand Image has no influence on Customer Loyalty, and Service Quality does not have a positive influence on Customer Loyalty through CRM Quality mediation.
Customer Loyalty in e-Banking: A Structural Equation Modelling (SEM) Approach
Electronic banking, otherwise known as Internet banking (eB) is increasingly popularized in the global market place in facilitating e-commerce. However, the efficiency of these services; with varying degree in connectivity and other factors mostly aimed at cost and speed seems to be rising, especially in the developed and emerging economies. Tools for conducting research over the years have also been changing due to its dynamism in the contemporary e-World (digital age). Customer loyalty has become a benchmark for measuring success in a competitive economic environment where speed in innovation is the survival kit. Loyalty is the endogenous latent variable measured by ten items. The four antecedents of customer loyalty identified and its measurement are -(1) Satisfaction (5 items), (2) Reliability (5 items), (3) Responsiveness (4 items), and (4) Empathy (2 items). The data was collected using primary data collection method. 250 questionnaires were distributed to target respondents who are Graduate students (M.Sc and PhD/DBA) and administrative staff of a university in Northern Malaysia. The responses collected are 147 representing 58.5 percent responses rate. The data are analyzed using the structural equation modeling (SEM), specifically AMOS 16 software. The goodness of fit indices of the revised model indicate adequate fit (GFI=.946, RMSEA=.032, RATIO CMIN/DF=1.48, P-VALUE=.230).The study established significance in three direct effects; reliability to customer satisfaction (β=.0.94, CR=3.476, P<.001), responsiveness to loyalty (β=0.46, CR=2.126, P<.0.034), and satisfaction to loyalty (β=.0.45, CR=4.246, P<.001). These findings signify that responsiveness, satisfaction, reliability in bank services ranked high for customer's loyalty in e-banking. It is therefore recommended that banks should evolve strategies that are reliable, responsive and satisfactory in e-banking services to reduce cyber related crime in internet banking amongst other things.
Journal of Business Management and Islamic Banking
Research Aims: This study aims to analyze the effect of e-trust and e-service quality on loyalty through e-satisfaction of Islamic mobile banking users. The purpose of this study is to investigate the impact of trust and service quality on consumer loyalty through consumer satisfaction in the context of mobile banking. Design/methodology/approach: The sampling method used in this study was nonprobability sampling with a purposive sampling technique. The data was collected from 151 respondents who met the assessment criteria and were supposed to use mobile banking at least twice. This study used Structural Equation Model (SEM) analysis techniques, which were estimated by SmartPLS 3.0. Research Findings: The results show that e-service quality and e-trust have a positive effect on e-satisfaction; e-trust and e-satisfaction have a positive effect on e-loyalty; e-service quality does not affect e-loyalty; e-satisfaction can mediate the relationship between e-service quality and e-trust ...
© IASET, 2019
Banking is a demand-driven industry due to different preferences such as providing financial services to customers. Internet should be taken into account as an important issue for banks to delivery financial services. The internet is the ideal medium for carrying out banking activities due to its cost savings potential and speed of information transmission. From a technological and cost-driven standpoint, it may seem quite logical for banks to shift as many banking activities online as possible. At the same time, the question of how to foster customer loyalty arises when the relationship between the bank and the user becomes a virtual one. As it is completely necessary to perform a research studying the quality of services dimension in e-banking and measuring its effects on the customers’ satisfaction and loyalty, and also lack of examinations previously in this area despite the importance and steady growth of e-banking services in Sri Lanka, negligible research attention has been given to the interactions among e-banking service quality dimension,ecustomer satisfaction, e-loyalty,& personal factors in the Northern Province of SriLanka by using survey data and conceptual model. Quantitative methodology was conducted and Questionnaires were distributed to the internet banking users using Random Sampling procedure. A survey of 305 e-banking users of 7 selected banks in Northern Province of SriLanka has been conducted and a Structural Equation Modeling (SEM) approach by employing Smart PLS3 of statistical data analysis technique has been used to gain what are the interactions among e-service qualities, e-customer satisfaction, and e-loyalty and customer’s personal factors can be ensured. Based on the result of analysis it can be concluded that there is a positive interaction among e-service qualities, e-customer satisfaction, and e-loyalty and also additionally there is a moderating effect by personal factors such as age, education and personal experience & knowledge are impacted the above interactions. According to the model content, e-convenience are considered more importance by revealing that customer relies on acquiring the exact service offered (time, accuracy, customization and convenience) and how the bank is handling customer problems. Also, customers depend on e-responses which mean providing the proper assistance and attaining customer needs & remedial actions. Finally, e-trust as security measures concerns over the adoption and online banking transaction is considered important when fighting against the hackers and vulnerabilities in dealing with online banking.
International Journal of Electronic Finance, 2014
Internet banking is one of the most upcoming phenomena which is helping banking sector's growth in India. With changing patterns of consumer behaviour and the increasing use of technology in the delivery of banking services in India, there is a need to understand consumers' perspective towards service quality of internet banking. The objective of this paper is to identify features that determine the service quality perception by internet banking consumers in India. Furthermore, study analyses the impact of service quality on customer satisfaction and additionally customer satisfaction on consumer loyalty towards the bank. Data was analysed with SPSS 18.0 and AMOS 18.0. Structural equation modelling (SEM) was used as main analytical tool to analyse the cause and effect relation of the research model constructs.
The Effect of E-Banking Service Quality on Customers Satisfaction and Loyalty
Strategic Journal of Business & Change Management, 2020
The objective of this study was to examine the direct effect of e-banking service quality dimensions on both customer satisfaction and customer loyalty of Commercial Bank of Ethiopia (CBE) in Bahir Dar. Quantitative research approach with explanatory research design was employed. Using convenience sampling technique, the data was gathered through already tested questionnaire from 380 E-banking service users of Commercial Banks of Ethiopia as respondents, in Bahir Dar Town. Seven service quality dimensions; efficiency, reliability, responsiveness, easiness, product portfolio, privacy and cost, derived from the SERVQUAL model with support of literature review were selected as forecasters of customer satisfaction and loyalty in E-banking. Structural Equation Model (SEM) and Confirmatory Factor Analysis (CFA) were used to analyze data. Research findings indicated significant impact of efficiency, responsiveness, easiness, privacy and Commission on Satisfaction and the significant impact...
The International Journal of Business and Management, 2021
The midst of increasingly advanced business competition, the banking industry sector continues to play a role in community economic activities. Service quality is an important concern for banking companies to maintain their brand image so that customers continue to trust the services provided by banks. The role of banking is required to always have the best innovation, in the current era, the banking sector also plays an important role in economic development efforts with the ease of transactions and is supported by technological advances. However, banking as a business that is trusted by the public is required to professionally provide the best service, strategic marketing, to the principle of prudence. Thus, service quality, trust and satisfaction are very important factors in determining customer loyalty, so that every bank needs to provide innovative service improvements in accordance with current developments in information technology. On the other hand, the Covid-19 pandemic, which is a non-natural disaster, has become one of the factors from the external environment that has caused an economic shock, affecting the economy as individuals, home industries, micro and small companies; medium and large, even affecting the country's economy with a scale of local, national and even global coverage. The Covid-19 pandemic has also had an impact on decreasing conventional (offline) business activities, but it can boost innovative business activities based on online platforms. This Covid-19 pandemic situation makes entrepreneurs and individuals need to take advantage of the momentum of Covid-19 as a step to adjust quickly by conducting business transactions online, so that internet banking services are the right solution to support transactional activities. With this pandemic, the development of technology and information in the banking industry, especially in ebanking facility services (SMS banking, phone banking, internet banking, and mobile banking), constitutes various forms of development of digital banking services that are able to make it easier for customers to choose services. Transactions required. Julius (2011) states that electronic banking (e-banking) is a banking service that combines information systems and technology. E-banking includes ATM, phone banking, mobile banking, SMS banking and internet banking. On the other hand, based on data from the Financial Services Authority (OJK), transactions carried out through electronic banking each year have experienced a significant growth in several banks, this is evidenced by data from 13 large banks in Indonesia that have a frequency of transactions via e-banking in 2012. as much as 3.79 billion and with a nominal value of Rp.4,441 trillion, then in 2013 there were as many as 4.73 billion with a nominal value of Rp. 5,495 trillion, while in 2014 each increased to 5.69 billion with a nominal value of Rp. 6,447 trillion. This growth has the potential to increase in line with the trend of bank services towards digital banking.
The Effect of Service Quality to Customer of Loyalty Using Self-Service Technology: Internet Banking
KnE Social Sciences, 2019
Inthe21stcenturytheuseofinternetbankingisnolongeranoption,butisacustomer need. Internet banking research has been carried out in developed countries. This research was conducted in developing countries, Indonesia. This research aims to test the impact of service quality on internet banking towards customer satisfaction and customer loyalty. There are six independent variables studied, namely ease of use, fulfillment, security and privacy, responsiveness, reliability and convenience. This research use quantitative approach with Structural Equation Model (SEM) method. This research use 162 samples who use internet banking for Indonesia banks. The result showthatamongthe6dimensionofinternetbankingquality3dimensionhavepositive significant impact. They are ease of use, fulfillment, and security and privacy. In other side 3 other dimensions are responsiveness, reliability, and convenience have found to be not significant affect the customer satisfaction. In addition customer satisfaction has ...
2018
This research aims to test the impact of service quality on internet banking towards customer satisfaction and customer loyalty. This research use quantitative approach with Structural Equation Model (SEM) method. This research use 162 samples who use internet banking. The result show that among the 6 dimension of internet banking quality 3 dimension have positive significant impact. They are ease of use, fulfillment, and security and privacy. In other side 3 other dimensions are responsiveness, reliability, and convenience have found to be not significant affect the customer satisfaction. In addition customer satisfaction has positive significant toward customer loyalty.