Usability, customer satisfaction, service, and trust towards mobile banking user loyalty

DOI

10.2991/insyma-18.2018.36How to use a DOI?

Keywords

trust, customer satisfaction, customer service, trust, loyalty, mobile banking

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.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Victoria D. Johannes
AU  - Mrs. Indarini
AU  - Silvia Margaretha
PY  - 2018/03
DA  - 2018/03
TI  - Usability, customer satisfaction, service, and trust towards mobile banking user loyalty
BT  - Proceedings of the 15th International Symposium on Management (INSYMA 2018)
PB  - Atlantis Press
SP  - 144
EP  - 147
SN  - 2352-5398
UR  - https://doi.org/10.2991/insyma-18.2018.36
DO  - 10.2991/insyma-18.2018.36
ID  - D.Johannes2018/03
ER  -