Post-Usage E-Banking Behavior on BNI 46 Customer Loyalty in Kabupaten Garut

Abstract

Cashless transaction tools in finance digitalization era has been directing to cashless society. However, the recent survey revealed that the rate of internet penetration for transferring money online was still low. This causal design research aimed at explaining the low rate of internet penetration for online money transfer purposes. Referring to the theory cited, the post-usage e-Banking behavior probably influences the customer loyalty. The description of this behavior is in accordance to four dimensions such as accessible, trustworthy, practical, and useful. In terms of post-usage behavior, the result showed that the vast majority of respondents were very satisfied. The average value of post-usage e-banking behavior on BNI 46 for online money transfer was 4.37. Furthermore, the value obtained of BNI 46 customer loyalty variable on ebanking service for online transfer money was 4.352 in the high level. The higher level of customer satisfaction which is indicated from post-usage e-banking behavior for online transfer money transaction is, the more customer loyalty will be.

The Effect of Entrepreneurial Knowledge on the Performance of MSME Employees in Garut

“…According to (Ependi & Winarso, 2019), Indicators related to entrepreneurial knowledge are [13]: [1] Understand the field of business is run, [2] Has simple bookkeeping, [3] Able to communicate well, [4] Able to manage time, and [5] Have marketing knowledge.…”

The Effect of Post-usage on Customer Loyalty: The Mediating Role of Satisfaction

“…Purchase patterns and loyalty can be used to assess marketing performance at this level [2]. Over the past 20 years, research on the marketing performance of e-banking services has focused on customer loyalty show by Table 1 as foolow: Previous study defines consumer loyalty to ebanking services as being 70.1 percent impacted by post-usage behavior, and it was then proposed that following research may go more thoroughly into the other independent factors outside the regression model [17]. Customer satisfaction is a recently recognized metric that has a link with customer loyalty, both as an independent variable and as a mediator [18][19][20][21].…”