The Influence Of Responsiveness, Perceived Quality Mediated By Customer Satisfaction On Customer Loyalty Of Mobile Banking In Jakarta

Rosy Rahmasari; Raihanah Mazaya

doi:10.5281/zenodo.8328604

Rosy Rahmasari Universitas Trisakti
Raihanah Mazaya Universitas Trisakti

DOI: https://doi.org/10.5281/zenodo.8328604

Keywords: responsiveness, perceived quality, customer satisfaction, customer loyalty

Abstract

This paper mainly focuses on young generation as target group to find out their differential perception. This study aims to identify most influencing factors and determine their influencing power on young customer’s satisfaction and retention in mobile banking. It is a quantitative research with self-administered questionnaire as primary data collection instrument. Existing literature and published articles are reviewed as secondary data for hypothesis development. The data used in this study was a questionnaire and valid data were collected by 100 respondents. The sampling method in this study was non-probability sampling with purposive sampling technique. The testing tools used are SPSS version 25 and AMOS Structural Equation Modeling.The findings of the research revealed that responsiveness and perceived quality relative advantage have significant influence positive effect on customer satisfaction. And the latter influences loyalty.

This paper contributes to a substantial improvement in the understanding of consumer satisfaction and its consequences, to measure young user’s satisfaction as the customer of mobile banking is not available in literature. So, this paper is an attempt to fill up this gap. In spite of having some limitation the research provides some practical implication for banks with better strategic insight to design mobile banking services to yield higher customer satisfaction.

References

Achieng, B.M., & Ingari, B.K. (2015). Factors Influencing The Adoption of Mobile Banking in Kenya’s Commercial Banks: A Case of Kenya Commercial Bank (KCB) Kilindini Branch. International Journal of Scientific and Research Publications. Vol 5 (1): 1-14.

Bagozzi, R.P., & Yi, Y. (1988). On The Evaluation of Structural Equation Model. Journal Of The Academy Of Marketing Science. Vol 16(1): 74-94.

Bangladesh Bank & Dhaka University. (2017). An Impact Study on Mobile Financial Services in Bangladesh. A Joint Research of Bangladesh Bank & Dhaka University, available at: https:// www.bb.org.bd/pub/special/impact_mfs_27092018.pdf.

Bangladesh Bank. (2021). Financial System. Available at: https://www.bb.org.bd/fnansys/paymentsys/ mfsdata.php.

Barclay, D., & Thompson, R. & Higgins, C. (1995). The Partial Least Squares (PLS) Approach To Causal Modeling: Personal Computer Adoption and Use An Illustration. Technology Study. Vol 2: 285-309.

Bhatt, A., & Bhatt, S. (2016). Factors Affecting Customer’s Adoption of Mobile Banking Services. Journal of Internet Banking and Commerce. Vol 21: 161-165.

Boonsiritomachai, W. and Pitachyadejanant, K. (2017). Determinants Affecting Mobile Banking Adoption By Generation Y Based on Unifield Theory of Acceptance and Use of Technology Model Modified By The Technology Acceptance Model Concept. Kasetsart Journal of Social Sciences. Vol 40(2): 1-10.

Chaney, D., Touzani, M. and Slimane, K.B. (2017). Marketing To The (New) Generations: Summary and Perspectives. Journal of Strategic Marketing. Vol 25 ( 3):179-189.

Cheah, C.M., & Teo, A.C., & Sim, J.J., & Oon, K.H. & Tan, B.I. (2011).Factors Affecting Malaysian Mobile Banking Adoption: An Empirical Analysis. International Journal of Network and Mobile Technologies. Vol 2(30): 149-160.

Dasgupta, S., & Paul, R. & Fuloria, S. (2011). Factors Affecting Behavioral Intentions Towards Mobile Banking Usage: Empirical Evidence from India. Romanian Journal of Marketing. Vol. 3: 6-28.

Fornell, C. & Larcker, D.F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research. Vol 18: 39-50.

Francis, T., & Hoefel, F. (2018). True Gen’: Generation Z and Its Implications for Companies, Mckinsey & Company. 1-16, available https://www.mckinsey.com/industries/consumer packaged-goods/our-insights/true-gen-generation-z-and-its-implications-for-companies.

Lam, R., & Burton, S. (2006).SME Banking Loyalty (And Disloyalty): A Qualitative Study in Hong Kong. International Journal of Bank Marketing. Vol 24(1): 37-52.

Leiva, F.M.,& Climent, S.C. & Cabanillias, F.L. (2017).Determinants of Intention to Use The Mobile Banking Apps: An Extension of The Classic TAM Model. Spanish Journal of Marketing- ESIC. Vol 21:25-38.

Mattila, M. (2003). Factors Affecting The Adoption of Mobile Banking Services. Journal of Internet Banking and Commerce. Vol. 8: 8-12.