Proceedings of the Eighth Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-8 2021)

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E-loyalty of Gen Z in Using Mobile Banking in Indonesia

Authors
Vidyarini Dwita1, vidyarini@fe.unp.ac.id, Ivo Nayanda Mourbas2
1,2Universitas Negeri Padang
Corresponding Author
Vidyarini Dwitavidyarini@fe.unp.ac.id
Available Online 21 July 2022.
DOI
10.2991/aebmr.k.220702.037How to use a DOI?
Keywords
e-loyalty; customer satisfaction; customer trust; e-service quality; mobile banking; gen z
Abstract

The purpose of this study is to learn more about how Generation Z behaves when it comes to utilizing mobile banking in Indonesia. According to the findings, the participants in this research are university students who use Bank Nagari mobile banking services. Purposive sampling was used in this study with respondents criteria are Gen Z aged 18–24 years old and mobile banking users who living in Padang city. In this study, there were 140 respondents, data was collected through online questionnaires, and data analysis was performed using the Smart PLS software. This study shows that (1) E-service quality has a favorable and statistically significant effect on e-loyalty. (2) Customer satisfaction is influenced by the e-service in a favorable and statistically significant way. (3) The quality of e-services is beneficial and significantly affected customer trust. (4) Customer satisfaction, both positive and substantial has a considerable effect on e-loyalty. (3) E-loyalty is influenced by many factors, the most crucial of which is customer trust. (6) e-service quality positively and statistically significant effect on e-loyalty, with customer satisfaction as a mediator. (7) With consumer trust acting as a mediator, e-services quality has a negligible influence on e-loyalty. (8) Customer satisfaction has a positive and considerable impact on customers’ level of trust in a company.

Copyright
© 2022 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article distributed under the CC BY-NC 4.0 license.

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Volume Title
Proceedings of the Eighth Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-8 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
21 July 2022
ISBN
978-94-6239-594-7
ISSN
2352-5428
DOI
10.2991/aebmr.k.220702.037How to use a DOI?
Copyright
© 2022 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article distributed under the CC BY-NC 4.0 license.

Cite this article

risenwbib
TY  - CONF
AU  - Vidyarini Dwita
AU  - Ivo Nayanda  Mourbas
PY  - 2022
DA  - 2022/07/21
TI  - E-loyalty of Gen Z in Using Mobile Banking in Indonesia
BT  - Proceedings of the Eighth Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-8 2021)
PB  - Atlantis Press
SP  - 247
EP  - 252
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220702.037
DO  - 10.2991/aebmr.k.220702.037
ID  - Dwita2022
ER  -