Effect of Use of Mobile Banking on the Student’s Satisfaction and Loyalty

DOI

10.2991/aebmr.k.200127.021How to use a DOI?

Keywords

Use behavior, customer satisfaction, customer loyalty, mobile banking

Abstract

This study aims to measure the main factors that could predict the use of mobile banking as well as how to use such a system that could contribute to both customer satisfaction and customer loyalty. This study combines two models, i.e., UTAUT2 and D&M IS Success Model. An empirical study was conducted by distributing a questionnaire to 255 Respondents. Respondents of the study were students who live in Surabaya and use mobile banking. Non-probability sampling with a purposive sampling type was applied as the sampling technique. Data processing was conducted using SPSS 18 for Windows and Amos Graphic 21 for Windows and analysis using the Structural Equation Model (SEM). The result of this research showed there are main factors; social influence, price value, facilitating conditions, hedonic motivation, habit, system quality and service quality were found to have a significant impact on actual use behavior.

Copyright

© 2020, 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  - J.D. Trisnawati
PY  - 2020
DA  - 2020/01/31
TI  - Effect of Use of Mobile Banking on the Student’s Satisfaction and Loyalty
BT  - Proceedings of the 17 th International Symposium on Management (INSYMA 2020)
PB  - Atlantis Press
SP  - 104
EP  - 109
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200127.021
DO  - 10.2991/aebmr.k.200127.021
ID  - Trisnawati2020
ER  -