E-Banking and mobile banking effects on customer satisfaction

Usman, Osly; Monoarfa, Terrylina Arvinta; Marsofiyati, Marsofiyati

doi:10.5267/j.ac.2020.7.006

Cited by 26 publications

(24 citation statements)

References 1 publication

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“…Privacy issues have been shown to be an important barrier for online services (Kumar & Gupta, 2020;Suresh & Rani, 2021). E-banking security is defined as the threat of creating a state, condition or event with the potential to cause difficulty to obtain data or network resources that make destruction, disclosure, modification of data, fraud and abuse (Usman et al, 2020). According to Kumar and Gupta (2020), security means the concerns about the guarding of private information with three specific objectives, namely integrity, authentication and confidentiality.…”

Section: Effect Of Security On the Customer Satisfactionmentioning

confidence: 99%

Customer Satisfaction on E-Banking Services Among University Students in Malaysia

2023

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Electronic banking (e-banking) has become increasingly important due to its convenience and benefits to banking customers. The purpose of this study is to examine the factors influencing customer satisfaction with e-banking services among university students in Malaysia. Using a standardized questionnaire, the study utilized a cross-sectional design to collect data from 87 students based in Selangor, Malaysia. The findings show that reliability, security, and perceived usefulness are positively associated with customer satisfaction with e-banking services. These results indicate that customers are more attracted to banks that allow faster transactions via online portals, which are readily available, and customers perceive the system's usefulness in continuing their usage. In addition, customers stress the effectiveness of the website security system as they are concerned with the privacy of their personal information and the safety of their financial transactions while using e-banking. Understanding the factors influencing customer satisfaction with e-banking services will help banking institutions in Malaysia to deliver their customers an effective website with an appropriate setting and upgraded technological development to deliver first-class conditions services.

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Section: Effect Of Security On the Customer Satisfactionmentioning

confidence: 99%

Customer Satisfaction on E-Banking Services Among University Students in Malaysia

2023

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“…According to (Raza, Umer, & Shah, 2017), perceived usefulness is a measure by which technology is believed to benefit those who use it. According to Shih and Fang (2004), in our research on electronic banking (e-banking), implementing a system that facilitates access for customers in an easier and more agile way will increase perceived benefits and satisfaction (Abd Ghani, Rahi, Yasin, & Alnaser, 2017;Usman, Monoarfa, & Marsofiyati, 2020). Chronological analysis regarding adopting the latest banking technology determines that consumers are slow to respond to technology, but are ultimately interested in using services that provide significant benefits, primarily increased convenience (Laukkanen, 2016).…”

Section: Perceived Usefulness and Attitude Towards Using M-bankingmentioning

confidence: 99%

Explanation Of E-Service Quality and Actual Use of M-Banking

Az-Zahra

Setiawati

Sosianika

et al. 2023

JMI

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Technological developments are increasingly rapid from time to time, causing all areas of the business sector to be required to be adaptive. One of which is the banking sector. The digital era has made mobile banking an option to facilitate transaction activities. The actual use of mobile banking is a real-world interpretation to explain the impact of electronic service quality more comprehensively. This study aims to explore mobile banking users in Indonesia. The quality of e-service in mobile banking uses the Technology Acceptance Model (TAM) approach. With total of 202 mobile banking users in Bandung as respondents; the data were analyzed using SMART PLS with the methods of reliability test, validity test, hypothesis test, and mediation analysis to be able to interpret the research objectives more specifically. The findings indicate e-service quality significantly impacts attitudes towards m-banking, perceived usefulness, and perceived ease of use. It points out that internet-based transactions, especially mobile banking systems, should be made easier, safer, and more convenient for consumers to use.

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“…Studi yang dilakukan pada penggunaan aplikasi belanja seluler di Amerika Serikat menemukan bahwa effort expectancy merupakan faktor penentu penting dalam mendorong sikap positif terhadap aplikasi tersebut (Yang, 2010). Effort expectancy terbukti berpengaruh pada sikap dalam menggunakan layanan digital perbankan (Usman et al, 2020).…”

Section: Effort Expectancy Terhadap Attitude Dan Behavioral Intentionunclassified

“…Penelitian yang dilakukan di negara Malaysia pun juga menegaskan bahwa peran effort expectancy terhadap behavioral intention dalam menggunakan sistem pembayaran mobile memiliki hubungan yang signifikan dan positif (Nordin et al, 2016). Harapan Usaha menyebabkan peningkatan perilaku niat penggunaan secara langsung dan tidak langsung pada layanan digital perbankan (Usman et al, 2020). Hipotesis yang diajukan pada penelitian ini adalah sebagai berikut: H3: Effort Expectancy berpengaruh positif terhadap Attitude H4: Effort Expectancy berpengaruh positif terhadap Behavioral Intention…”

Section: Effort Expectancy Terhadap Attitude Dan Behavioral Intentionunclassified

Perilaku Penggunaan “Qris Bri Brimo” Pada Pedagang Sebagai Alat Transaksi Pembayaran Digital

Wibowo

Rimadias

2022

ULTIMA Management

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Abstract- This study aims to analyze the behavior of using "QRIS BRI BRIMO" at merchants as a means of digital payment transactions in Indonesia. This study uses a descriptive research design approach with empirical data collected through an online survey of 100 merchants who adopt "QRIS BRI BRIMO" as a means of digital payment transactions. Data was collected using an online questionnaire from May to August 2022. Empirical data was then processed using the Structural Equation Model Partial Least Square (SEM PLS) to test some of the hypotheses proposed. The results of the study explained that Behavioral Intention proved to have a positive effect on Use Behavior, but Facilitating Conditions proved to have no effect on Use Behavior. Effort Expectations and Social Influence have been shown to have a positive effect on Behavioral Intentions, whereas Attitudes, Performance Expectations, and Facilitation Conditions have been shown to have no effect on Behavioral Intentions. In addition, Trust and Effort Expectations have been shown to have a positive effect on Attitudes, but Performance Expectations have been shown to have no effect on Attitudes. The implications of this research become a reference for the banking industry in designing a payment system in the form of the QRIS feature as a means of digital payment transactions. Keywords: QRIS; Trust; Attitude; Behavioral Intention; Use Behaviour.

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E-Banking and mobile banking effects on customer satisfaction

Cited by 26 publications

References 1 publication

Customer Satisfaction on E-Banking Services Among University Students in Malaysia

Customer Satisfaction on E-Banking Services Among University Students in Malaysia

Explanation Of E-Service Quality and Actual Use of M-Banking

Perilaku Penggunaan “Qris Bri Brimo” Pada Pedagang Sebagai Alat Transaksi Pembayaran Digital

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