MEASURING CUSTOMER SATISFACTION LEVEL OF MOBILE BANKING: A STUDY ON INDONESIAN BANK

Authors

  • Dewi Tamara Executive in Strategic Management program, Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta, Indonesia 11480
  • Eddie R. Darajat Executive in Strategic Management program, Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta, Indonesia 11480
  • Destri Ermawati Executive in Strategic Management program, Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta, Indonesia

DOI:

https://doi.org/10.53555/eijbms.v5i2.83

Keywords:

Mobile banking, Customer satisfaction, Customer loyalty, Indonesia

Abstract

Mobile banking usage in Indonesia increased significantly in the last decade. This research’s objective is to identify factors affecting customer satisfaction level in mobile banking usage and to understand contributing factors in keeping loyalty of mobile banking customers. The sampling is taken from customers of one of Indonesian bank to measure satisfaction based on six dimensions: user-interface design, usefulness, reliability, relative advantage, perception on risk and ease of use. The correlation between overall customer satisfaction and intend to recommend also was reviewed. A survey to collect data from one of Indonesian Banks resulted 297 valid respondents were received. The results support hypotheses on user-interface design, reliability and ease of use, which significantly affect customer satisfaction. Customer satisfaction, in turn, have positively related to intend to recommend.

References

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Published

2019-06-27

Issue

Vol. 5 No. 2 (2019): EPH - International Journal of Business & Management Science (ISSN: 2208-2190)

Section

Articles

License

Copyright (c) 2019 EPH - International Journal of Business & Management Science (ISSN: 2208-2190)

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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.