Usability, customer satisfaction, service, and trust towards mobile banking user loyalty
Victoria D. Johannes, Mrs. Indarini, Silvia Margaretha
Victoria D. Johannes
Available Online March 2018.
- https://doi.org/10.2991/insyma-18.2018.36How to use a DOI?
- trust, customer satisfaction, customer service, trust, loyalty, mobile banking
- The purpose of this research is to analyze the influence of usability, customer satisfaction, customer service and trust towards mobile banking user loyalty in Surabaya. The data used in this research were primary data obtained from questionnaires. Respondents of the study were 200 respondents who live in Surabaya and use mobile banking facility from BCA, BNI or Bank Mandiri over the past 6 months. Data processing was conducted using SPSS 18 for Windows and Amos Graphic 21 for Windows. Non-probability sampling with purposive sampling type was applied as the sampling technique. The result of this research showed there is a positive influence between usability, customer satisfaction, customer service and trust towards loyalty.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
TY - CONF AU - Victoria D. Johannes AU - Mrs. Indarini AU - Silvia Margaretha PY - 2018/03 DA - 2018/03 TI - Usability, customer satisfaction, service, and trust towards mobile banking user loyalty BT - Proceedings of the 15th International Symposium on Management (INSYMA 2018) PB - Atlantis Press SP - 144 EP - 147 SN - 2352-5398 UR - https://doi.org/10.2991/insyma-18.2018.36 DO - https://doi.org/10.2991/insyma-18.2018.36 ID - D.Johannes2018/03 ER -