Proceedings of the 15th International Symposium on Management (INSYMA 2018)

Usability, customer satisfaction, service, and trust towards mobile banking user loyalty

Authors
Victoria D. Johannes, Mrs. Indarini, Silvia Margaretha
Corresponding Author
Victoria D. Johannes
Available Online March 2018.
DOI
https://doi.org/10.2991/insyma-18.2018.36How to use a DOI?
Keywords
trust, customer satisfaction, customer service, trust, loyalty, mobile banking
Abstract
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.

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Volume Title
Proceedings of the 15th International Symposium on Management (INSYMA 2018)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
March 2018
ISBN
978-94-6252-475-0
ISSN
2352-5398
DOI
https://doi.org/10.2991/insyma-18.2018.36How to use a DOI?
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  -