Key Drivers of Customer Loyalty in Online Banking

Othman, Abdullah Sanusi; Chowdhury, Iftekhar Amin; Bo, Yang; Omar, Ahmad Raflis Che; Osman, Lokhman Hakim

doi:10.24048/ams4.no1.2015-89

Cited by 6 publications

(16 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Al Hawari (2014) yang juga melakukan penelitian di sektor perbankan namun di Negara Uni Emirate Arab, mengkonfirmasi penelitian Charles (2016) yang menyatakan bahwa kualitas layanan pada sistem e-banking memberikan pengaruh positif dan signifikan terhadap kepuasan yang dirasakan penggunanya, akan tetapi kualitas layanan e-banking tersebut tidak secara langsung mempengaruhi loyalitas penggunanya, sehingga hubungan e-service quality terhadap e-loyalty bersifat negatif pada penelitian ini. Berdasarkan penelitian penelitian sebelumnya dapat diambil kesimpulan, eservice quality secara menyeluruh memiliki hubungan dengan arah yang positif dan signifikan terhadap e-satisfaction, akan tetapi adanya gap hasil penelitian dimana pada penelitian Charles (2016) hubungan e-service quality terhadap e-loyalty memiliki arah yang positif dan signifikan, namun pada penelitian Al Hawari (2014) serta penelitian Othman et al (2015) hubungan langsung e-service quality terhadap e-loyalty tidak didukung pada penelitian ini, dalam artian harus melewati variabel e-satisfaction terlebih dahulu. Sehingga penelitian yang akan dilakukan berusaha untuk mengkonfirmasi ulang bagaimana hubungan variabel e-service quality terhadap e-satisfaction serta e-loyalty dengan mengadopsi dimensi dari Parasuraman yaitu efficiency, system availability, privacy, responsiveness, contact serta menambahkan dimensi baru dari Ho dan Lin (2010) yang berupa web design.…”

Section: Pendahuluan unclassified

Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E- Loyalty Nasabah Pengguna Mandiri Online

Budiman¹,

Yulianto²,

Sаifi³

2020

jbis

View full text Add to dashboard Cite

This research aims to investigated the effect of e-service quality as independent variabel on e-customer satisfaction and e-customer loyalty as dependent variabel. This research is a quantitative approach with type of explanatory research. The data used are primary data obtained by distributing questionnaires directly to user mandiri online in six cities, namely Jember, Situbondo, Probolinggo, Bondowoso, Lumajang, Banyuwangi,. Purposive sampling are used as sampling method in this study.115 respondent are collected. Data analysis use Structural Equation Model (SEM ). The conclusion show that online service quality have positive effect and significant on e-satisfaction and e-loyalty mandiri online user's. ABSTRAKPenelitian ini bertujuan untuk mengetahui bagaimana pengaruh kualitas layanan online yang diberikan sistem mandiri online terhadap kepuasan serta loyalitas para penggunanya. Penelitian ini masuk dalam kategori penelitian penjelasan hubungan antar variabel atau yang biasa disebut explanatory reseearch dengan pendekatan kuantitatif. Data primer digunakan pada penelitian ini yang didapat dengan menyebarkan kuesioner secara langsung kepada pengguna mandiri online di enam kota yaitu Jember, Lumajang, Bondowoso, Situbondo, Banyuwangi, Probolinggo. Metode pengambilan sampel adalah purposive sampling sebanyak 115 responden. Metode analisis SEM dengan bantuan PLS digunakan untuk analisis data pada penelitian ini. Penelitian ini mengkonfirmasi penelitian terdahulu, bahwa kualitas layanan online terdapat pengaruh yang positif serta signifikan terhadap kepuasan dan loyalitas pengguna sistem mandiri online.

show abstract

Section: Pendahuluan unclassified

Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E- Loyalty Nasabah Pengguna Mandiri Online

Budiman¹,

Yulianto²,

Sаifi³

2020

jbis

View full text Add to dashboard Cite

show abstract

“…Customer loyalty is a customer behavior allegiance to the willingness to defend against the product or service and to be available to have a continuous transaction (Alfansi, 2010). Oliver (as quoted in Othman, et al, 2015) mentioned customer loyalty is a very deep commitment to repurchase or to use the service again continuously in the future, even though there are a similar product and a situation having a potential to change behavior. The existence of customer loyalty is able to increase profitability through income increase as well as decreases cost to attract new customer.…”

mentioning

confidence: 99%

“…In the context of internet banking, Amin (2016) defined e-customer loyalty as customer willingness to visit website e-banking and consider to consistently buy a product or use service in the future. Reichheld and Schefter (as quoted in Othman, et al, 2015) have explained e-customer loyalty as consumer behavior to visit a particular website again and perform a transaction conveniently. That statement is in accordance with Unyathanakorn and Rompho's (2014) result defining that customer loyalty in an online banking service is a customer behavior which will recommend online banking service to others and intend to always use online banking service from a particular bank.…”

mentioning

confidence: 99%

“…That statement is in accordance with Unyathanakorn and Rompho's (2014) result defining that customer loyalty in an online banking service is a customer behavior which will recommend online banking service to others and intend to always use online banking service from a particular bank. The research result conducted by Othman, et al (2015) noticed that e-customer loyalty is influenced by ecustomer satisfaction. Satisfaction is a feeling of happiness when achieving something (KBBI, 2014).…”

mentioning

confidence: 99%

“…Satisfaction is a feeling of happiness when achieving something (KBBI, 2014). In relation to that definition, Fornell, et al (as quoted in Othman, et al, 2015) have stated that e-customer satisfaction is a circumstance in which a consumer feels happy with service provider performance.…”

mentioning

confidence: 99%

See 2 more Smart Citations

Untitled

2018

EconEurasia

View full text Add to dashboard Cite

Laku Pandai is a financial service intended for the public without having to come to the bank office in a cheap, easy, safe and efficient way. Laku Pandai agent Loyalty is a major concern in the development of inclusive finance. In lieu of the branch office of the bank concerned, the existence of the Laku Pandai Agent is a party that directly serves the community / customers. It can be said that the agent is an intermediary between the customer and the bank who organizing Laku Pandai. In case of problems in financial transactions, agents are also directly faced with customers. Thus, it is important for the organizers of smart banks to foster a sense of loyalty of agents to the bank organizers so smart that financial transactions people served by agents can run smoothly and continue to increase.The objective of this study is to review the influence of E-Service Quality, E-Trust, E-Customer Satisfaction on E-Customer Loyalty in terms of Bank BRI services that is BRILink service. This study uses survey design with proportional random sampling technique that conducted on BRILink agents under the authority of the Bank BRI Malang Kawi Branch Office with respondents as many as 112 agents from 14 offices throughout Malang. The results of this study indicate that E-

show abstract

Connecting e-customer relationship management and e-loyalty to willingness to recommend a bank service: the sequential mediating roles of e-satisfaction and e-service quality

Karim,

Rabiul,

Kawser

2023

GKMC

View full text Add to dashboard Cite

Purpose This study aims to examine the effect of e-customer relationship management (e-CRM) on customer e-loyalty through e-service quality and e-satisfaction. This study also examines how customers’ e-loyalty affects their willingness to recommend a banking service. Design/methodology/approach A total of 372 private bank customers from Chattogram, the second largest and only port city of Bangladesh, were chosen using a convenience sampling technique. Structured equation modelling was used to analyse the data. Findings E-CRM positively impacts e-service quality, customer e-satisfaction and customer e-loyalty. The association between e-CRM and customer e-loyalty is sequentially mediated by e-service quality and e-satisfaction. E-loyalty has a significant influence on willingness to recommend a banking service. Practical implications The findings will help Bangladeshi banks boost the number of prospective customers implementing e-CRM. In addition, mediators between e-CRM and e-loyalty provides managers a new insight on willingness to recommend a banking service. Originality/value The sequential mediation effect of e-service quality and customer e-satisfaction on the connection between e-CRM and e-loyalty represents the unique contribution and enriches the present e-CRM literature, particularly in the Bangladeshi private banking sector.

show abstract

Key Drivers of Customer Loyalty in Online Banking

Cited by 6 publications

References 0 publications

Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E- Loyalty Nasabah Pengguna Mandiri Online

Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E- Loyalty Nasabah Pengguna Mandiri Online

Untitled

Connecting e-customer relationship management and e-loyalty to willingness to recommend a bank service: the sequential mediating roles of e-satisfaction and e-service quality

Contact Info

Product

Resources

About