Factors Affecting Electronic Customer Satisfaction and Loyalty M-banking Users of Bank Syariah Indonesia
Keywords:
E-Service Quality, E-Satisfaction, E-Loyalty, TAM, BSI M-banking
Abstract
Mobile banking is a mobile technology innovation provided by retail banks and microfinance institutions in developed and developing countries, the existence of m-banking has the potential to have a major impact on market share. Customer satisfaction and loyalty are important factors in the development and management of Islamic banking. This study aims to determine the effect of electronic service quality factors through six dimensions on customer satisfaction and loyalty. Some factors that can affect customer satisfaction of m-banking users include the dimensions of comfort, security, convenience, design, application system and personal need. This research uses a quantitative approach with the adoption of SEM-PLS techniques. Primary data of 204 obtained through distributing questionnaires were analyzed using SmartPLS version 4 software, showing the results that the dimensions of convenience, application systems and personal need have a positive and significant effect on satisfaction, satisfaction is proven to have a positive and significant effect on loyalty, while convenience, security and design have no significant effect on customer satisfaction of BSI m-banking users. Research contributes to providing strategic recommendations for marketers and policy makers to increase customer satisfaction and loyalty of Bank Syariah Indonesia customers.
References
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Chin, W. W. (2015). The Partial Least Squares Approach to Structural Equation Modeling. http://www.researchgate.net/publication/232569511
Chiu, J. L., Bool, N. C., & Chiu, C. L. (2017). Challenges and factors influencing initial trust and behavioral intention to use mobile banking services in the Philippines. Asia Pacific Journal of Innovation and Entrepreneurship, 11(2), 246–278. https://doi.org/10.1108/apjie-08-2017-029
Cho, Y. (2017). A consumer satisfaction model based on the integration of EDT and TAM: Comparative study of Korean and US consumers. Asia Pacific Journal of Marketing and Logistics, 29(5), 978–993. https://doi.org/10.1108/APJML-07-2016-0127
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Dzidzah, E., Owusu Kwateng, K., & Asante, B. K. (2020). Security behaviour of mobile financial service users. Information and Computer Security, 28(5), 719–741. https://doi.org/10.1108/ICS-02-2020-0021
Fatikah, B. H., & Al-Banna, H. (2022). THE INFLUENCE OF E-SERVQUAL AND E-TRUST ON E-LOYALTY: THE ROLE OF E-SATISFACTION AS AN INTERVENING ON ISLAMIC MOBILE BANKING CUSTOMERS. Journal of Business Management and Islamic Banking, 1(1), 119–130. https://doi.org/10.14421/jbmib
Fauzi, A. A., & Suryani, T. (2019). Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing, 10(1), 269–289. https://doi.org/10.1108/JIMA-04-2017-0048
Fianto, B. A., Rahmawati, C. K., & Supriani, I. (2021). Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks. Jurnal Ekonomi & Keuangan Islam, 7(1), 59–76. https://doi.org/10.20885/JEKI.vol7.is
Firdous, S., & Farooqi, R. (2017). Journal of Internet Banking and Commerce IMPACT OF INTERNET BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION. In Journal of Internet Banking and Commerce (Vol. 22, Issue 1). http://www.icommercecentral.com
Hair Jr, J. F. , Hult, G. T. M. , Ringle, C. M. , & Sarstedt. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications.
Hamid, R. S., & Anwar, S. M. (2019). STRUCTURAL EQUATION MODELING (SEM) BERBASIS VARIAN: Konsep Dasar dan Aplikasi dengan Program SmartPLS 3.2.8 dalam Riset Bisnis. PT Inkubator Penulis Indonesia. www.institutpenulis.id
Harris, L. C., & Goode, M. M. H. (2010). Online servicescapes, trust, and purchase intentions. Journal of Services Marketing, 24(3), 230–243. https://doi.org/10.1108/08876041011040631
Haryono, S. (2016). 2 Metode Penelitian Bisnis dan Manajemen-Teori dan Aplikasi.
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J Sarwono. (2006). Metode penelitian kuantitatif dan kualitatif.
Jahan, N., & Shahria, G. (2022). Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users’ perspective. South Asian Journal of Marketing, 3(1), 60–76. https://doi.org/10.1108/sajm-02-2021-0018
Keskar, M. Y., Pandey, N., & Patwardhan, A. A. (2020). Development of conceptual framework for internet banking customer satisfaction index. In Int. J. Electronic Banking (Vol. 2, Issue 1).
Kholid, M. N. (2019). Determinants of intention to use Islamic mobile banking: Evidence from millennial generation. Jurnal Ekonomi & Keuangan Islam, 5(2), 53–62. https://doi.org/10.20885/jeki.vol5.iss2.art2
Kompas.id. (2022, February 2). Bank Digital Bukan Sekadar Mobile Banking. Https://Www.Kompas.Id/Baca/Ekonomi/2022/02/02/Bank-Digital-Bukan-Sekadar-Mobile-Banking.
Koo, C., & Wati, Y. (2010). Toward an Understanding of the Mediating Role of “Trust” in Mobile Banking Service: An Empirical Test of Indonesia Case. www.bni.co.id
Kusuma, D., Afsyah, A., Suryono, D., & Santosa, B. (2022). PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada Pelanggan Kantor Pos Indonesia di Wilayah Semarang). DIPONEGORO JOURNAL OF MANAGEMENT, 11(1). https://ejournal3.undip.ac.id/index.php/djom/index
Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464–477. https://doi.org/10.1016/j.jretconser.2010.06.003
Li, H., Liu, Y., & Suomi, R. (2012). Exploring the Different Roles of Service Quality, Satisfaction and Perceived Usefulness in Generating WOM in E-service Context (Vol. 35). http://aisel.aisnet.org/whiceb2011http://aisel.aisnet.org/whiceb2011/35
Lok, C. K. (2015). Adoption of smart cardbased E-payment system for retailing in Hong Kong using an extended technology acceptance model. In Advances in Business Marketing and Purchasing (Vol. 23B, pp. 255–466). Emerald Group Publishing Ltd. https://doi.org/10.1108/S1069-09642015000023B003
Manyanga, W., Makanyeza, C., & Muranda, Z. (2022). The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2082015
Masrek, M. N., Mohamed, I. S., Daud, N. M., & Omar, N. (2014). Technology Trust and Mobile Banking Satisfaction: A Case of Malaysian Consumers. Procedia - Social and Behavioral Sciences, 129, 53–58. https://doi.org/10.1016/j.sbspro.2014.03.647
Moosa, R., & Kashiramka, S. (2023). Objectives of Islamic banking, customer satisfaction and customer loyalty: empirical evidence from South Africa. Journal of Islamic Marketing, 14(9), 2188–2206. https://doi.org/10.1108/JIMA-01-2022-0007
Mostafa, R. B. (2020). Mobile banking service quality: a new avenue for customer value co-creation. International Journal of Bank Marketing, 38(5), 1107–1132. https://doi.org/10.1108/IJBM-11-2019-0421
Muflih, M. (2023). Muzakki’s adoption of mobile service: integrating the roles of technology acceptance model (TAM), perceived trust and religiosity. Journal of Islamic Accounting and Business Research, 14(1), 21–33. https://doi.org/10.1108/JIABR-09-2021-0273
Mulia, D., Usman, H., & Parwanto, N. B. (2020). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing, 12(6), 1097–1123. https://doi.org/10.1108/JIMA-09-2019-0190
Oliver, R. L. (1999). Whence Consumer Loyalty?
Otoritas Jasa Keuangan. (2019). Laporan Perkembangan Keuangan Syariah Indonesia 2019. https://ojk.go.id/id/kanal/syariah/data-dan-statistik/laporan-perkembangan-keuangan-syariah-indonesia/Documents/LAPORAN%20PERKEMBANGAN%20KEUANGAN%20SYARIAH%20INDONESIA%202019.pdf
Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/JIMA-03-2019-0044
Afendi, A., & Ghofur, A. (2021). Spiritual Well-Being and Religious Commitment in Explaining Customer Satisfaction and Loyalty in Sharia Banking. Economica: Jurnal Ekonomi Islam, 12(1), 97–118. https://doi.org/10.21580/economica.2021.12.1.6429
Albashrawi, M., & Motiwalla, L. (2019). Privacy and Personalization in Continued Usage Intention of Mobile Banking: An Integrative Perspective. Information Systems Frontiers, 21(5), 1031–1043. https://doi.org/10.1007/s10796-017-9814-7
Alfiah Kurniawati, N. (2021). Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty. In Journal of Islamic Economic Laws (Vol. 4, Issue 2).
AlHaliq, H. A., & AlMuhirat, A. A. (2016). Customer satisfaction with electronic banking services in the Saudi banking sector. Asian Social Science, 12(5), 139–146. https://doi.org/10.5539/ass.v12n5p139
Alkhowaiter, W. A. (2020). Digital payment and banking adoption research in Gulf countries: A systematic literature review. International Journal of Information Management, 53. https://doi.org/10.1016/j.ijinfomgt.2020.102102
Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280–306. https://doi.org/10.1108/IJBM-10-2014-0139
APJII. (2023, March 10). Survei APJII Pengguna Internet di Indonesia tembus 215 juta orang. Https://Apjii.or.Id/Berita/d/Survei-Apjii-Pengguna-Internet-Di-Indonesia-Tembus-215-Juta-Orang.
Arcand, M., PromTep, S., Brun, I., & Rajaobelina, L. (2017). Mobile banking service quality and customer relationships. International Journal of Bank Marketing, 35(7), 1066–1087. https://doi.org/10.1108/IJBM-10-2015-0150
Asad, M. M., Mohajerani, N. S., & Nourseresh, M. (2016). Prioritizing Factors Affecting Customer Satisfaction in the Internet Banking System Based on Cause and Effect Relationships. Procedia Economics and Finance, 36, 210–219. https://doi.org/10.1016/s2212-5671(16)30032-6
Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2020). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212. https://doi.org/10.1108/JIMA-03-2017-0033
Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Kizgin, H., & Patil, P. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management, 44, 38–52. https://doi.org/10.1016/j.ijinfomgt.2018.09.002
BSI. (2022). Laporan PT Bank Syariah Indonesia Tbk 2022. https://ir.bankbsi.co.id/misc/AR/AR2022-ID/8/index.html#zoom=true
Budiman, A., Yulianto, E., & Saifi, M. (2020). PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION DAN E-LOYALTY NASABAH PENGGUNA MANDIRI ONLINE. In Jurnal Profit| (Issue 1). https://profit.ub.ac.id
Cepeda-Carrion, G., Cegarra-Navarro, J. G., & Cillo, V. (2019). Tips to use partial least squares structural equation modelling (PLS-SEM) in knowledge management. In Journal of Knowledge Management (Vol. 23, Issue 1, pp. 67–89). Emerald Group Holdings Ltd. https://doi.org/10.1108/JKM-05-2018-0322
Chen, J. F., Chang, J. F., Kao, C. W., & Huang, Y. M. (2016). Integrating ISSM into TAM to enhance digital library services: A case study of the Taiwan digital meta-library. Electronic Library, 34(1), 58–73. https://doi.org/10.1108/EL-01-2014-0016
Chin, W. W. (2015). The Partial Least Squares Approach to Structural Equation Modeling. http://www.researchgate.net/publication/232569511
Chiu, J. L., Bool, N. C., & Chiu, C. L. (2017). Challenges and factors influencing initial trust and behavioral intention to use mobile banking services in the Philippines. Asia Pacific Journal of Innovation and Entrepreneurship, 11(2), 246–278. https://doi.org/10.1108/apjie-08-2017-029
Cho, Y. (2017). A consumer satisfaction model based on the integration of EDT and TAM: Comparative study of Korean and US consumers. Asia Pacific Journal of Marketing and Logistics, 29(5), 978–993. https://doi.org/10.1108/APJML-07-2016-0127
CNN Indonesia. (2021, February 10). 180 Juta Umat Muslim, Baru 30 Juta Jadi Nasabah Bank Syariah. Https://Www.Cnnindonesia.Com/Ekonomi/20210210164446-78-604821/180-Juta-Umat-Muslim-Baru-30-Juta-Jadi-Nasabah-Bank-Syariah.
Dataindonesia.id (Monavia Ayu Rizaty). (2022, November 3). Jumlah Penduduk Muslim Indonesia Terbesar di Dunia pada 2022. Https://Dataindonesia.Id/Varia/Detail/Populasi-Muslim-Indonesia-Terbesar-Di-Dunia-Pada-2022.
Davis, F. D. (1989). Precieved Usefulness, Precieved Ease of Use, and User Acceptance of Information Technology.
Dzidzah, E., Owusu Kwateng, K., & Asante, B. K. (2020). Security behaviour of mobile financial service users. Information and Computer Security, 28(5), 719–741. https://doi.org/10.1108/ICS-02-2020-0021
Fatikah, B. H., & Al-Banna, H. (2022). THE INFLUENCE OF E-SERVQUAL AND E-TRUST ON E-LOYALTY: THE ROLE OF E-SATISFACTION AS AN INTERVENING ON ISLAMIC MOBILE BANKING CUSTOMERS. Journal of Business Management and Islamic Banking, 1(1), 119–130. https://doi.org/10.14421/jbmib
Fauzi, A. A., & Suryani, T. (2019). Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing, 10(1), 269–289. https://doi.org/10.1108/JIMA-04-2017-0048
Fianto, B. A., Rahmawati, C. K., & Supriani, I. (2021). Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks. Jurnal Ekonomi & Keuangan Islam, 7(1), 59–76. https://doi.org/10.20885/JEKI.vol7.is
Firdous, S., & Farooqi, R. (2017). Journal of Internet Banking and Commerce IMPACT OF INTERNET BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION. In Journal of Internet Banking and Commerce (Vol. 22, Issue 1). http://www.icommercecentral.com
Hair Jr, J. F. , Hult, G. T. M. , Ringle, C. M. , & Sarstedt. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications.
Hamid, R. S., & Anwar, S. M. (2019). STRUCTURAL EQUATION MODELING (SEM) BERBASIS VARIAN: Konsep Dasar dan Aplikasi dengan Program SmartPLS 3.2.8 dalam Riset Bisnis. PT Inkubator Penulis Indonesia. www.institutpenulis.id
Harris, L. C., & Goode, M. M. H. (2010). Online servicescapes, trust, and purchase intentions. Journal of Services Marketing, 24(3), 230–243. https://doi.org/10.1108/08876041011040631
Haryono, S. (2016). 2 Metode Penelitian Bisnis dan Manajemen-Teori dan Aplikasi.
Investor.id. (2021, January 22). Sepanjang 2020, BI Catat Transaksi Digital Banking Capai Rp 2.774,5 Triliun. Https://Investor.Id/Finance/234618/Sepanjang-2020-Bi-Catat-Transaksi-Digital-Banking-Capai-Rp-27745-Triliun.
J Sarwono. (2006). Metode penelitian kuantitatif dan kualitatif.
Jahan, N., & Shahria, G. (2022). Factors effecting customer satisfaction of mobile banking in Bangladesh: a study on young users’ perspective. South Asian Journal of Marketing, 3(1), 60–76. https://doi.org/10.1108/sajm-02-2021-0018
Keskar, M. Y., Pandey, N., & Patwardhan, A. A. (2020). Development of conceptual framework for internet banking customer satisfaction index. In Int. J. Electronic Banking (Vol. 2, Issue 1).
Kholid, M. N. (2019). Determinants of intention to use Islamic mobile banking: Evidence from millennial generation. Jurnal Ekonomi & Keuangan Islam, 5(2), 53–62. https://doi.org/10.20885/jeki.vol5.iss2.art2
Kompas.id. (2022, February 2). Bank Digital Bukan Sekadar Mobile Banking. Https://Www.Kompas.Id/Baca/Ekonomi/2022/02/02/Bank-Digital-Bukan-Sekadar-Mobile-Banking.
Koo, C., & Wati, Y. (2010). Toward an Understanding of the Mediating Role of “Trust” in Mobile Banking Service: An Empirical Test of Indonesia Case. www.bni.co.id
Kusuma, D., Afsyah, A., Suryono, D., & Santosa, B. (2022). PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada Pelanggan Kantor Pos Indonesia di Wilayah Semarang). DIPONEGORO JOURNAL OF MANAGEMENT, 11(1). https://ejournal3.undip.ac.id/index.php/djom/index
Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464–477. https://doi.org/10.1016/j.jretconser.2010.06.003
Li, H., Liu, Y., & Suomi, R. (2012). Exploring the Different Roles of Service Quality, Satisfaction and Perceived Usefulness in Generating WOM in E-service Context (Vol. 35). http://aisel.aisnet.org/whiceb2011http://aisel.aisnet.org/whiceb2011/35
Lok, C. K. (2015). Adoption of smart cardbased E-payment system for retailing in Hong Kong using an extended technology acceptance model. In Advances in Business Marketing and Purchasing (Vol. 23B, pp. 255–466). Emerald Group Publishing Ltd. https://doi.org/10.1108/S1069-09642015000023B003
Manyanga, W., Makanyeza, C., & Muranda, Z. (2022). The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2082015
Masrek, M. N., Mohamed, I. S., Daud, N. M., & Omar, N. (2014). Technology Trust and Mobile Banking Satisfaction: A Case of Malaysian Consumers. Procedia - Social and Behavioral Sciences, 129, 53–58. https://doi.org/10.1016/j.sbspro.2014.03.647
Moosa, R., & Kashiramka, S. (2023). Objectives of Islamic banking, customer satisfaction and customer loyalty: empirical evidence from South Africa. Journal of Islamic Marketing, 14(9), 2188–2206. https://doi.org/10.1108/JIMA-01-2022-0007
Mostafa, R. B. (2020). Mobile banking service quality: a new avenue for customer value co-creation. International Journal of Bank Marketing, 38(5), 1107–1132. https://doi.org/10.1108/IJBM-11-2019-0421
Muflih, M. (2023). Muzakki’s adoption of mobile service: integrating the roles of technology acceptance model (TAM), perceived trust and religiosity. Journal of Islamic Accounting and Business Research, 14(1), 21–33. https://doi.org/10.1108/JIABR-09-2021-0273
Mulia, D., Usman, H., & Parwanto, N. B. (2020). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing, 12(6), 1097–1123. https://doi.org/10.1108/JIMA-09-2019-0190
Oliver, R. L. (1999). Whence Consumer Loyalty?
Otoritas Jasa Keuangan. (2019). Laporan Perkembangan Keuangan Syariah Indonesia 2019. https://ojk.go.id/id/kanal/syariah/data-dan-statistik/laporan-perkembangan-keuangan-syariah-indonesia/Documents/LAPORAN%20PERKEMBANGAN%20KEUANGAN%20SYARIAH%20INDONESIA%202019.pdf
Published
2024-10-31
How to Cite
Farida, S. N., & Siti Zulaikha. (2024). Factors Affecting Electronic Customer Satisfaction and Loyalty M-banking Users of Bank Syariah Indonesia. Al-Mashrafiyah: Jurnal Ekonomi, Keuangan, Dan Perbankan Syariah, 8(2), 54-76. https://doi.org/10.24252/al-mashrafiyah.v8i2.47460
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Section
AL-MASHRAFIYAH VOLUME 8 NOMOR 2 (2024)
Copyright (c) 2024 Siti Nur Farida, Siti Zulaikha
This work is licensed under a Creative Commons Attribution 4.0 International License.
