The Influence of E-Service Quality and Relational Marketing on E-Satisfaction in Using Mobile Banking through User Experience at Bank Syariah Mandiri Medan Petisah Branch Office

Abstract

Sharia banking is a banking system developed according to the Islamic sharia Bank Syariah Mandiri as a sharia bank in Indonesia which applies this system among conventional banks which appear in large numbers. The objective of the research is to analyze the influence e-service quality and relational marketing on e-satisfaction in using mobile banking through user experience. The research uses quantitative research method associative approach which aim to find out the correlation between two or more variables. The data is gathered by using structured questionnaires with 5 points of interval scale. The population is 1.475 clients who uses mobile banking of Mandiri Syariah Mobile and 315 of them are taken as the samples by using Slovin formula and simple random sampling technique. The gathered data are analyzed by using statistic method with SEM Smart PLS. The result of the research shows that e-service quality and relational marketing has a positive but insignificant influence on e-satisfaction. User experience has a positive and significant influence on e-satisfaction. E-service quality and relational marketing has a positive and significant influence on user experience. E-service quality and relational marketing has a positive and significant influence on e-satisfaction through user experience. Keywords: E-service quality, Relational marketing, E-satisfaction, User experience.

Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience

“…The results of this research provide strong support for the positive relationship between UX and e-service quality, indicating that UX is a predictor of electronic service quality. This finding is consistent with previous studies (Putri and Ginting, 2021) and suggests that providing a positive UX is essential in ensuring high-quality electronic services.…”

“…Our research findings provide evidence for a positive relationship between UX and e-service quality ( β = 0.754, p < 0.001), supporting H1. These results are consistent with previous studies (Zhou et al ., 2019; Putri and Ginting, 2021) and suggest that UX plays a crucial role in determining the quality of electronic services.…”

“…Our study is one of the few that examines the relationship between UX, e-service quality and customer satisfaction, thereby contributing to the literature. Although there is evidence that customer satisfaction is influenced by UX (Park, 2019; Poushneh and Vasquez-Parraga, 2017) and e-service quality (Dalbehera, 2020; Wan Jasni et al ., 2020) and that UX is positively correlated with e-service quality (Zhou et al ., 2019; Pushparaja et al ., 2021), few studies have attempted to integrate these three constructs into a research model (Putri and Ginting, 2021). Our research bridges this gap and adds to the literature by creating and validating a conceptual model that includes all three dimensions.…”

Faktor-Faktor Yang Mempengaruhi Continuous Intention to Use dalam Konteks Digital Banking di Indonesia

“…Pada industri perbankan khususnya bank digital, pengalaman nasabah yang positif merupakan suatu tantangan yang dapat mempengaruhi kepuasan nasabah dalam menggunakan produk dan jasa yang ditawarkan (Sharma & Chaubey, 2014). Customer experience dapat meningkatkan customer satisfaction secara signifikan pada pengguna layanan digital perbankan (Putri & Ginting, 2021). Customer experience merupakan faktor yang mempengaruhi niat nasabah untuk terus menggunakan layanan bank digital (Yoon & Lim, 2020).…”