Why users adopt mobile banking service: An empirical study

2013 ◽  
Author(s):  
Feng Li
Keyword(s):  
Empirical Study ◽  
Mobile Banking ◽  
Banking Service

Pengaruh Kualitas Layanan, Nilai Nasabah, Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah Pengguna Layanan Mobile Banking Syariah

2020 ◽  
Vol 19 (3) ◽  
pp. 134-158
Author(s):  
Yulia Widi Astuti ◽  
Ratno Agriyanto ◽  
Ahmad Turmudzi
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Service Users ◽  
Mobile Banking ◽  
Banking Services ◽  
Insignificant Effect ◽  
Banking Service ◽  
The City

This study analyzes the effect of service quality, customer value, trust and satisfaction on customer loyalty at Bank Syariah Mandiri. The problem in this research is: how to increase customer loyalty of mobile banking service users at BSM. This study used 100 respondents using mobile banking services at BSM in the city of Semarang. Data analysis using SEM with the Smart PLS 3 computer program. The results showed that, among other things, service quality had a positive and insignificant effect on loyalty. Customer value has a positive and significant effect on loyalty. The effect of trust on customer loyalty has a positive and insignificant effect. Meanwhile, satisfaction has a positive and significant effect on loyalty.

scholarly journals Analysis of Factors Influencing Intensity Use of Mobile Banking Islamic Bank

2021 ◽  
Vol 8 (11) ◽  
pp. 441-449
Author(s):  
Sutarminingsih . ◽  
Lukman M Baga ◽  
Imam Teguh Saptono
Keyword(s):  
Perceived Risk ◽  
Online Shopping ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Banking ◽  
Banking Services ◽  
Service Strategy ◽  
Islamic Bank ◽  
Banking Service ◽  
Internet Users

The development of internet users and technology has influenced the banking industry to transform its services towards digital. XYZ Sharia Bank is one of the banks that implements a digital banking service strategy through mobile banking. The purpose of this study is to describe the characteristics of mobile banking users, then analyze what influences the behavioral intentions of users in increasing the intensity of mobile banking use, and provide recommendations for development strategies for Islamic Bank XYZ to increase the intensity of mobile banking use. The results of this study qualitatively indicate that the characteristics of XYZ Islamic Bank mobile banking users are dominated by millennial generation males. XYZ Syariah Bank is the choice for mobile banking services because of its practical and flexible use. In addition to general banking transactions, XYZ Syariah Bank mobile banking is also an option because it provides services to complement people's lifestyles, namely for digital wallet refills, online shopping payments through the marketplace/e-commerce. The results of the research quantitatively indicate that all of the variables studied, namely perceived usefulness, ease of use, interaction needs, perceived risk, perceived cost of use, trustworthiness, credibility, and compatibility with lifestyle and needs have a significant influence on the intensity of using Islamic Bank mobile banking XYZ, where the biggest factor in influencing the intensity of the use of XYZ Islamic Bank's mobile banking is compatibility with lifestyle and needs. Keywords: Digital Banking, Mobile Banking, Intensity of Using, Sharia Bank.

Market Segmentation to Mobile Banking Service

2012 ◽  
Vol 4 (19) ◽  
pp. 197-204
Author(s):  
Liang ChihChin ◽  
ChungWen Yang ◽  
PeiChing Wu ◽  
ChuFen Li
Keyword(s):  
Market Segmentation ◽  
Mobile Banking ◽  
Banking Service

Exploring Mobile Banking Service Quality: A Qualitative Approach

2020 ◽  
Vol 41 (2) ◽  
pp. 182-204 ◽  
Author(s):  
Amit Shankar ◽  
Biplab Datta ◽  
Charles Jebarajakirthy ◽  
Srabanti Mukherjee
Keyword(s):  
Service Quality ◽  
Qualitative Approach ◽  
Mobile Banking ◽  
Banking Service

Intention to adopt mobile banking in Bangladesh: an empirical study of emerging economy

2019 ◽  
Vol 31 (1) ◽  
pp. 136
Author(s):  
Md Shamimul Islam ◽  
Noorliza Karia ◽  
Muhammad Khaleel ◽  
Firdaus Bin Ahmad Fauzi ◽  
Mohamed Mohamed Soliman ◽  
...  
Keyword(s):  
Empirical Study ◽  
Emerging Economy ◽  
Mobile Banking ◽  
Intention To Adopt

Mobile banking service quality and customer relationships

2017 ◽  
Vol 35 (7) ◽  
pp. 1068-1089 ◽  
Author(s):  
Manon Arcand ◽  
Sandrine PromTep ◽  
Isabelle Brun ◽  
Lova Rajaobelina
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Engagement ◽  
Mobile Banking ◽  
Mobile Platforms ◽  
Content Type ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution. Design/methodology/approach An online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1). Findings Findings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction. Originality/value This study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.

scholarly journals An Empirical Investigation on Mobile Banking Service Adoption in Rural Karnataka

SAGE Open ◽  
2016 ◽  
Vol 6 (1) ◽  
pp. 215824401663373 ◽  
Author(s):  
S. V. Krishna Kishore ◽  
Aloysius Henry Sequeira
Keyword(s):  
Empirical Investigation ◽  
Mobile Banking ◽  
Service Adoption ◽  
Banking Service
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