The Effect of Post-usage on Customer Loyalty: The Mediating Role of Satisfaction

DOI

10.2991/aebmr.k.220701.054How to use a DOI?

Keywords

Customer Loyalty; Customer Satisfaction; Post-Usage

Abstract

The purpose of this paper was to investigate how post-usage effects customer loyalty in the context of mobile banking, as well as the function of satisfaction as a moderating factor. For these goals, research hypotheses based on content analysis of prior studies were established and tested among 100 Indonesian consumers of mobile banking services. The actual results of regression analysis revealed that post-usage had a favorable and significant impact on consumer loyalty. Furthermore, satisfaction mediates the association between post-usage and client loyalty. These results provide an important contribution to the literature on post-usage customer and customer loyalty and satisfaction by offering clear direction to the bank’s management on how to effectively use post-usage and customer satisfaction to increase customer loyalty.

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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TY  - CONF
AU  - Intan Permana
AU  - Ratih Hurriyati
AU  - Henny Hendrayati
PY  - 2022
DA  - 2022/07/12
TI  - The Effect of Post-usage on Customer Loyalty: The Mediating Role of Satisfaction
BT  - Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
PB  - Atlantis Press
SP  - 274
EP  - 280
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220701.054
DO  - 10.2991/aebmr.k.220701.054
ID  - Permana2022
ER  -