E-loyalty of Gen Z in Using Mobile Banking in Indonesia
- 10.2991/aebmr.k.220702.037How to use a DOI?
- e-loyalty; customer satisfaction; customer trust; e-service quality; mobile banking; gen z
The purpose of this study is to learn more about how Generation Z behaves when it comes to utilizing mobile banking in Indonesia. According to the findings, the participants in this research are university students who use Bank Nagari mobile banking services. Purposive sampling was used in this study with respondents criteria are Gen Z aged 18–24 years old and mobile banking users who living in Padang city. In this study, there were 140 respondents, data was collected through online questionnaires, and data analysis was performed using the Smart PLS software. This study shows that (1) E-service quality has a favorable and statistically significant effect on e-loyalty. (2) Customer satisfaction is influenced by the e-service in a favorable and statistically significant way. (3) The quality of e-services is beneficial and significantly affected customer trust. (4) Customer satisfaction, both positive and substantial has a considerable effect on e-loyalty. (3) E-loyalty is influenced by many factors, the most crucial of which is customer trust. (6) e-service quality positively and statistically significant effect on e-loyalty, with customer satisfaction as a mediator. (7) With consumer trust acting as a mediator, e-services quality has a negligible influence on e-loyalty. (8) Customer satisfaction has a positive and considerable impact on customers’ level of trust in a company.
- © 2022 The Authors. Published by Atlantis Press International B.V.
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Cite this article
TY - CONF AU - Vidyarini Dwita AU - Ivo Nayanda Mourbas PY - 2022 DA - 2022/07/21 TI - E-loyalty of Gen Z in Using Mobile Banking in Indonesia BT - Proceedings of the Eighth Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-8 2021) PB - Atlantis Press SP - 247 EP - 252 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.220702.037 DO - 10.2991/aebmr.k.220702.037 ID - Dwita2022 ER -