Customer Loyalty based on Mobile Banking Usability

Authors

  • Evi Susanti
  • Novita Oktavianti Parera STIE Jakarta International College, Indonesia

DOI:

https://doi.org/10.52238/ideb.v2i1.37

Keywords:

Usability, Satisfaction, Loyalty, Mobile Banking, Conventional Banks

Abstract

The research purpose is to examine customer loyalty from the variable of mobile banking usability mediated by customer satisfaction. Data were collected in a survey of M-Banking customers conducted from February to August 2020 via a questionnaire involving 105 respondents. The results showed that the ease of using M-Banking lead to customer satisfaction and also lead to bank loyalty, respectively. Considering the change in customer consumption patterns to using technology-based services, banks as service providers need to deliver service in easily, safely, and fast ways, such as internet banking and M-Banking. The research originality examines the direct effect of usability on customer loyalty, especially in conventional banks in Jakarta Province.

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Author Biography

Evi Susanti

Section Editor: Digital Entrepreneurship

Published

2021-02-19

How to Cite

Susanti, E., & Parera, N. O. . (2021). Customer Loyalty based on Mobile Banking Usability. International Journal of Digital Entrepreneurship and Business, 2(1), 39 - 48. https://doi.org/10.52238/ideb.v2i1.37

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