Service Quality, Satisfaction, and Loyalty of BNI Mobile Banking E-Customer

IF 2.6 Q1 ECONOMICS

Entrepreneurial Business and Economics Review Pub Date : 2022-06-28 DOI:10.25105/ber.v22i1.13696

Brigitta Heidy, Kurniawati, Anniza Bellarisi Cantika, Faadiyah Nisa, Miranti Anggorodhiyu Lokantari

引用次数: 1

Abstract

Many banks institution have implemented mobile banking as a successful e-commerce application to give the combined benefits of increased customer service and cost reduction. Service quality is a comprehensive customer evaluation of a particular service and meets customer expectations and provides satisfaction. Objective: to assess whether service quality has a strong association to customers loyalty of BNI mobile banking users of FKG USAKTI professional students. Method: The data analyzed comes from BNI M-banking consumers, FKG professional students, who have been using BNI m-banking for a long time. The number of samples is about 150 people. Descriptive data analysis presented each item of the research questionnaire. Result: user friendliness and efficiency are determined to have a positive and considerable impact on customer satisfaction, whereas customer satisfaction has a significant and positive impact on customer loyalty.

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BNI手机银行电子客户的服务质量、满意度与忠诚度

许多银行机构已经将移动银行作为一种成功的电子商务应用程序来实施，以提高客户服务和降低成本。服务质量是顾客对某项服务的综合评价，满足顾客的期望，提供满意的服务。目的:评估服务质量对FKG USAKTI专业学生BNI手机银行用户忠诚度的影响。方法:所分析的数据来自于BNI移动银行消费者，FKG专业学生，他们长期使用BNI移动银行。样本数量约为150人。描述性数据分析给出了研究问卷的每个项目。结果:用户友好性和效率对顾客满意有显著的正向影响，而顾客满意对顾客忠诚有显著的正向影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Entrepreneurial Business and Economics Review ECONOMICS-

CiteScore

7.20

自引率

7.90%

发文量

期刊介绍： Entrepreneurial Business and Economics Review (EBER), as multi-disciplinary and multi-contextual journal, is dedicated to serve as a broad and unified platform for revealing and spreading economics and management research focused on entrepreneurship, individual entrepreneurs as well as particular entrepreneurial aspects of business. It attempts to link theory and practice in different sections of economics and management by publishing various types of articles, including research papers, conceptual papers and literature reviews. Our geographical scope of interests include Central and Eastern Europe and emerging markets, however we also welcome articles beyond this scope. The Journal accept the articles from the following fields: -Entrepreneurship and Business Studies (in particular entrepreneurship and innovation, strategic entrepreneurship, corporate entrepreneurship, entrepreneurship methodology, new trends in HRM and HRD as well as organizational behaviour, entrepreneurial management, entrepreneurial business, management methodology, modern trends in business studies and organization theory, policies promoting entrepreneurship, innovation, R&D and SMEs, education for entrepreneurship), -International Business and Global Entrepreneurship (especially international entrepreneurship, European business, and new trends in international business, IB methodology), -International Economics and Applied Economics (in particular the role of entrepreneurship and the entrepreneur in economics, international economics including the economics of the European Union and emerging markets, as well as Europeanization, new trends in economics, economics methodology).