Determining Bank 4.0 Customer Loyalty

DOI

10.2991/aebmr.k.211115.039How to use a DOI?

Keywords

Bank 4.0; customer loyalty; customer trust; experiential quality

Abstract

This study aims to investigate the effects of both experiential quality and customer trust in the formation of Bank 4.0 customer loyalty. To answer the proposed research objectives, this study distributed 205 self-administered questionnaires into digital Bank 4.0 customers in Greater Malang region, East-Java Province, Indonesia. Partlia Least Squares technique was employed to analyse the data. The results showed that both experiential quality and customer trust were the predictors of customer loyalty. Apart from its essential effect on customer loyalty, experiential quality also has a significant effect in creating customer trust. The mediating analysis found that customer trust mediated the effect of experiential quality on customer loyalty. Upon the completion of research objectives, this study provides both theoretical and practical contributions.

Copyright

© 2021 The Authors. Published by Atlantis Press International B.V.

Open Access

This is an open access article under the CC BY-NC license.

Download article (PDF)

TY  - CONF
AU  - Sumiati
AU  - Ananda Sabil Hussein
AU  - Raditha Hapsari
PY  - 2021
DA  - 2021/11/23
TI  - Determining Bank 4.0 Customer Loyalty
BT  - Proceedings of the BISTIC Business Innovation Sustainability and Technology International Conference (BISTIC 2021)
PB  - Atlantis Press
SP  - 268
EP  - 272
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.211115.039
DO  - 10.2991/aebmr.k.211115.039
ID  - 2021
ER  -