Proceedings of the 4th Social and Humanities Research Symposium (SoRes 2021)

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E-Service Quality at the First Movers on Sustainable Banking in Indonesia

Authors
Cici Cintyawati*, Asni Mustika Rani, Asri Nuranisa Dewi
Faculty of Economics and Business, Universitas Islam Bandung, Bandung, Indonesia
Corresponding Author
Cici Cintyawati
Available Online 23 April 2022.
DOI
10.2991/assehr.k.220407.080How to use a DOI?
Keywords
service quality; sustainable banking; sustainable development; importance performance analysis
Abstract

This study aims to evaluate the quality of mobile banking services at banks classified as The First Mover on Sustainable Banking. Quantitative method using questionnaires was conducted to explore dominant dimensions that affect the quality of mobile banking services at banks. In total, there are 16 e-service quality dimensions with 28 indicators used to then be analyzed by the Importance Performance Analysis (IPA). The IPA result reveals top five dimensions of e-service quality need to be improved, like communication, security, speed, diverse mobile application service features, and competence dimensions. The indicators of those dimensions are clear answers, login security, timely up-to-date information, diverse mobile application features, diverse m-banking services, and the ability to develop m-banking apps. This result supported by the existence of gap among the quality of mobile banking services with customers’ expectation. This result give recommendations to banks to improve their e-service quality performance to meet customer expectations so banks can enhance their competitive advantages. At the end, it is expected to support banks in achieving their sustainable development goals.

Copyright
© 2022 The Authors. Published by Atlantis Press SARL.
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 4th Social and Humanities Research Symposium (SoRes 2021)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
23 April 2022
ISBN
978-94-6239-570-1
ISSN
2352-5398
DOI
10.2991/assehr.k.220407.080How to use a DOI?
Copyright
© 2022 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article distributed under the CC BY-NC 4.0 license.

Cite this article

risenwbib
TY  - CONF
AU  - Cici Cintyawati
AU  - Asni Mustika Rani
AU  - Asri Nuranisa Dewi
PY  - 2022
DA  - 2022/04/23
TI  - E-Service Quality at the First Movers on Sustainable Banking in Indonesia
BT  - Proceedings of the 4th Social and Humanities Research Symposium (SoRes 2021)
PB  - Atlantis Press
SP  - 394
EP  - 397
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.220407.080
DO  - 10.2991/assehr.k.220407.080
ID  - Cintyawati2022
ER  -