This document summarizes a research study that examined the influence of self-service technology service quality, e-satisfaction, and e-trust on e-loyalty. The study used a questionnaire to collect data from 200 bank customers in Indonesia. Structural equation modeling was used to analyze the data. The results found that high quality self-service technology increases customer e-satisfaction and e-loyalty. Good self-service technology also increases customer e-trust. High levels of e-satisfaction and e-trust, in turn, increase customer e-loyalty. Thus, self-service technology quality positively impacts e-satisfaction, e-trust and e-loyalty.
Effects of Relationship Quality on Citizen Intention Use of Egovernment Servi...IJECEIAES
This study aims to explain the concept of relationship quality on citizen intention use of e-Government service. We have built 5 hypotheses. The result of 5 hypotheses is positive and significant impact. In building citizen relationship, we build two antecedent they are perceived e-Government usability and perceived e-Government credibility. The method we use in this research is empirical, with 366 valid respondents.
This 3 sentence summary provides the key details about the document:
The document discusses a study that evaluated e-service quality in banking from customers' perspectives. The study examined how dimensions of e-service quality like reliability, responsiveness, ease of use, personalization, security, and website design influence customers' perceptions of e-banking quality. The author developed measures for these quality dimensions based on prior research and analyzed the data collected from customer surveys to understand the impact of each dimension on perceived e-service quality.
Effect of Public Services Quality on Satisfaction and Its Implication on Publ...IOSRJBM
: This research aims to determine: 1) The influence of the public services quality on public satisfaction at Samsat Office Kendari City. 2) The effect of public services the quality on public trust at Samsat Office Kendari City. 3) The effect of public satisfaction on public trust at Samsat Office Kendari City. 4) The mediate effect of public satisfaction in strengthening the influence of public services quality on public trust at Samsat Office Kendari City.The design of this research is associative (causal) design. The object of this research is the people who employ Samsat Office services. The samples were taken by purposive sampling (designation intentionally) which employ 110 respondents. The analysis used is descriptive statistical analysis and analysis of Partial Leas Square (PLS).This research concluded that: 1) The public services quality significantly influence the public satisfaction on Samsat Office Kendari City. it indicated that the good quality of public services is reflected by accountability, responsiveness, orientation to service and efficiency indicators which will increase the public satisfaction which is reflected by their attitude to respect service officers, abide by the rules, is proud of the work of the officers, has the spirit and initiative, and avoid of conflict. 2) The quality of public services does not significantly affect the public trust on Samsat Office Kendari City. This means that the public service quality at Samsat Office Kendari city cannot increase public trust significantly caused by the public tust in the service officer has not been optimal. 3) Public satisfaction has significant effect on public trust on Samsat Office Kendari City. This means that the public satisfaction will increase public trust which is reflected by the increasing of public trust in the service facilities. 4) Public Satisfaction mediates the effect of public services quality on public trust on Samsat Office Kendari City. This means that public satisfaction can strengthen the influence of public services quality on public trust.
Evaluating and ranking the effective factors on the quality ofAlexander Decker
This document summarizes a study that evaluated and ranked the effective factors on the quality of electronic services provided by the post office in Markazi Province, Iran, based on the WEBQUAL model. The study surveyed 384 customers to assess 12 factors of online service quality. Results found that overall quality was favorable, but responsibility and innovativeness scored lowest. Design was the most important factor. The study provides recommendations to improve responsibility, innovativeness, and encourage customer engagement.
The aim of this study is to analyze the quality of Internet banking services consisting of
Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Compensation and Contact with positive
and significant effects partially and simultaneously towards the Customer Satisfaction at Bank in Bandung. The
research method used is associative descriptive method with data collection techniques through questionnaires.
The results showed that the quality of Internet banking services consisting of Efficiency, System Availability,
Fulfillment, Privacy, Responsiveness, Compensation and Contact had a positive and significant effect on
customer satisfaction at Bank in Bandung
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
The antecedent of citizen intention use of e-government serviceTELKOMNIKA JOURNAL
The purpose of this study was to integrate citizen perceived value into an expectation- confirmation model (ECM) and to explain citizen intention use of e-government services. After reviewing both ECM and citizen perceived values, integrated models were designed. This study was compared to the basic ECM; this study revealed that the integration of ECM with citizen perceived value can provide a concerted solution to illustrate some factors and how it can influence citizen intention use for e-government services.
This document analyzes a survey of 400 customers in 4 cities in Punjab, India about their perceptions of bancassurance (buying insurance through banks). It finds that after insurance agents, banks are the most preferred way to purchase insurance due to banks' commitment, cost effectiveness, and return on investment. Customers are satisfied with benefits like updated policy information and ease of payments and claims. Most customers said they would purchase future insurance policies through bancassurance if partnerships improve service quality by understanding customer needs.
Effects of Relationship Quality on Citizen Intention Use of Egovernment Servi...IJECEIAES
This study aims to explain the concept of relationship quality on citizen intention use of e-Government service. We have built 5 hypotheses. The result of 5 hypotheses is positive and significant impact. In building citizen relationship, we build two antecedent they are perceived e-Government usability and perceived e-Government credibility. The method we use in this research is empirical, with 366 valid respondents.
This 3 sentence summary provides the key details about the document:
The document discusses a study that evaluated e-service quality in banking from customers' perspectives. The study examined how dimensions of e-service quality like reliability, responsiveness, ease of use, personalization, security, and website design influence customers' perceptions of e-banking quality. The author developed measures for these quality dimensions based on prior research and analyzed the data collected from customer surveys to understand the impact of each dimension on perceived e-service quality.
Effect of Public Services Quality on Satisfaction and Its Implication on Publ...IOSRJBM
: This research aims to determine: 1) The influence of the public services quality on public satisfaction at Samsat Office Kendari City. 2) The effect of public services the quality on public trust at Samsat Office Kendari City. 3) The effect of public satisfaction on public trust at Samsat Office Kendari City. 4) The mediate effect of public satisfaction in strengthening the influence of public services quality on public trust at Samsat Office Kendari City.The design of this research is associative (causal) design. The object of this research is the people who employ Samsat Office services. The samples were taken by purposive sampling (designation intentionally) which employ 110 respondents. The analysis used is descriptive statistical analysis and analysis of Partial Leas Square (PLS).This research concluded that: 1) The public services quality significantly influence the public satisfaction on Samsat Office Kendari City. it indicated that the good quality of public services is reflected by accountability, responsiveness, orientation to service and efficiency indicators which will increase the public satisfaction which is reflected by their attitude to respect service officers, abide by the rules, is proud of the work of the officers, has the spirit and initiative, and avoid of conflict. 2) The quality of public services does not significantly affect the public trust on Samsat Office Kendari City. This means that the public service quality at Samsat Office Kendari city cannot increase public trust significantly caused by the public tust in the service officer has not been optimal. 3) Public satisfaction has significant effect on public trust on Samsat Office Kendari City. This means that the public satisfaction will increase public trust which is reflected by the increasing of public trust in the service facilities. 4) Public Satisfaction mediates the effect of public services quality on public trust on Samsat Office Kendari City. This means that public satisfaction can strengthen the influence of public services quality on public trust.
Evaluating and ranking the effective factors on the quality ofAlexander Decker
This document summarizes a study that evaluated and ranked the effective factors on the quality of electronic services provided by the post office in Markazi Province, Iran, based on the WEBQUAL model. The study surveyed 384 customers to assess 12 factors of online service quality. Results found that overall quality was favorable, but responsibility and innovativeness scored lowest. Design was the most important factor. The study provides recommendations to improve responsibility, innovativeness, and encourage customer engagement.
The aim of this study is to analyze the quality of Internet banking services consisting of
Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Compensation and Contact with positive
and significant effects partially and simultaneously towards the Customer Satisfaction at Bank in Bandung. The
research method used is associative descriptive method with data collection techniques through questionnaires.
The results showed that the quality of Internet banking services consisting of Efficiency, System Availability,
Fulfillment, Privacy, Responsiveness, Compensation and Contact had a positive and significant effect on
customer satisfaction at Bank in Bandung
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
The antecedent of citizen intention use of e-government serviceTELKOMNIKA JOURNAL
The purpose of this study was to integrate citizen perceived value into an expectation- confirmation model (ECM) and to explain citizen intention use of e-government services. After reviewing both ECM and citizen perceived values, integrated models were designed. This study was compared to the basic ECM; this study revealed that the integration of ECM with citizen perceived value can provide a concerted solution to illustrate some factors and how it can influence citizen intention use for e-government services.
This document analyzes a survey of 400 customers in 4 cities in Punjab, India about their perceptions of bancassurance (buying insurance through banks). It finds that after insurance agents, banks are the most preferred way to purchase insurance due to banks' commitment, cost effectiveness, and return on investment. Customers are satisfied with benefits like updated policy information and ease of payments and claims. Most customers said they would purchase future insurance policies through bancassurance if partnerships improve service quality by understanding customer needs.
Assessing the Internet Banking Services of Selected Banks in the Philippines ...Samantha Tan
This document summarizes a study that assessed the internet banking services of two major banks in the Philippines using the E-SERVQUAL model. 200 internet banking users from the two banks completed surveys evaluating their satisfaction across 7 dimensions of service quality: efficiency, fulfillment, privacy, responsiveness, compensation, contact, and system availability. The study found that customers were most satisfied with privacy but least satisfied with system availability. Demographic factors like age, gender, experience, and occupation did not significantly impact satisfaction levels. The two banks performed similarly across most dimensions, with the exception of system availability which was rated significantly higher for one bank. Common problems reported included system maintenance issues. Users' top recommendation was improving security against fraud.
1) The study examined consumer preferences and satisfaction towards mobile network service providers in Madurai City. A survey was conducted of 125 respondents to understand factors influencing consumer satisfaction levels.
2) Results found that network coverage, call quality, call plans and pricing most impacted satisfaction levels. Brand name was also found to influence consumer preferences.
3) It was recommended that telecom companies focus on network availability, pricing of talk time plans, coverage and quality of service to improve consumer satisfaction.
Predictors of customer retention in online health care system ohcsIAEME Publication
This document summarizes a research article from the International Journal of Management that studied predictors of customer retention in online health care systems in India using structural equation modeling. The study identified factors like perceived usefulness, information quality, responsiveness, security, and user interface as predictors of customer trust and retention. The research empirically tested the relationships between customer trust, satisfaction, commitment, and retention in online health care contexts. Limitations and implications for online health providers are discussed.
Predicting customer's intentions to use internet banking: the role of technol...Samar Rahi
This document reports on a study that examined factors influencing the adoption of internet banking in Pakistan using the Technology Acceptance Model (TAM). The study collected survey responses from 265 internet banking users. The results of a structural equation model analysis found that:
1) Perceived usefulness, perceived ease of use, and attitude were significant predictors of intentions to use internet banking.
2) Perceived usefulness and perceived ease of use positively influenced attitudes towards internet banking.
3) Attitudes had the strongest positive influence on intentions to use internet banking.
4) The study suggests that promoting positive attitudes can encourage more customers to adopt internet banking.
Contents lists available at ScienceDirect
Computers in Human Behavior
journal homepage: www.elsevier.com/locate/comphumbeh
TITLE : The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services
a b s t r a c t : The purposes of this study are to construct an instrument to evaluate service quality of mobile valueadded services and have a further discussion of the relationships among service quality, perceived value,
customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression
analysis were used to analyze the data collected from college and graduate students of 15 major universities
in Taiwan. The main findings are as follows: (1) service quality positively influences both perceived value and customer satisfaction; (2) perceived value positively influences on both customer satisfaction and post-purchase intention; (3) customer satisfaction positively influences post-purchase
intention; (4) service quality has an indirect positive influence on post-purchase intention through customer
satisfaction or perceived value; (5) among the dimensions of service quality, ‘‘customer service and
system reliability” is most influential on perceived value and customer satisfaction, and the influence of
‘‘content quality” ranks second; (6) the proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.
a r t i c l e i n f o
Article history:
Available online 11 April 2009
Keywords:
Mobile value-added services
Service quality
Perceived value
Customer satisfaction
Post-purchase intention
This document summarizes a research study that examined the determinants of mobile banking adoption behavior in sub-urban areas of Indonesia. The study used the Unified Theory of Acceptance and Use of Technology (UTAUT) model to assess how performance expectancy, effort expectancy, trust, and facilitating conditions influence behavioral intention to use mobile banking. The researchers conducted a survey of 250 customers of BNI Syariah Purworejo bank. The findings showed that performance expectancy, effort expectancy, and trust had a positive effect on behavioral intention, while facilitating conditions and behavioral intention positively influenced the adoption of mobile banking. The document provides background on mobile banking and reviews relevant literature on technology adoption models and key constructs from UTAUT.
A STUDY ON PERCEPTION OF INTERNET BANKING USERS SERVICE QUALITY - A STRUCTURA...IAEME Publication
The purpose of the study is to identify the perceptions of Internet banking (IB) users in Tamil Nadu using technology acceptance model (TAM) by incorporating service quality as external variable. The study found that both the TAM variables – perceived ease of use (PEOU) and perceived usefulness (PU). A total of 380 questionnaires were distributed for internet banking customers and 336 were returned (resulting 88.42 percentage of response rate). The results confirm that the all six dimensions (Website attribute, Reliability, Responsiveness, Fulfillment, Efficiency and Privacy) are distinct constructs. The results also indicate that internet banking service quality consisting of six dimensions has appropriate reliability and each dimension has a significant relationship with internet banking service quality. The efficiency of banking website is the important aspect of internet banking service quality. The finding found that the relationship between internet banking service quality, perceived ease of use and perceived usefulness are significant. This study proposes a model to understand the effect of internet banking service quality on perceived ease of use and perceived usefulness in developing country. The constructs truly reflect the dynamism of customers’ banking relationship and a better understanding the attitude on internet banking will help the bankers in implementing more effective marketing strategies.
Examining relationship between service quality, user satisfaction and perform...IJECEIAES
Governments attempt to use all forms of information technologies including Internet and mobile computing to be able to transform relationships with citizens. However, there is a clear gap between the indicator of the impact of technology innovation output and government’s vision in United Arab Emirates (UAE). In this regard, investigating the relationship between service quality, user satisfaction, and performance impact may help the government to mark its current progress and milestone achievement. This research proposed a model based on Delone & McLean IS success model by considering the research context. The modeling of structural equations via PLS (Partial least squares) regression was applied to evaluate the model within the context of public sector in the UAE. The data was collected from a sample of 147 employees in public organizations using a questionnaire. Results demonstrated that the quality of service has a significant effect on user satisfaction. In addition, quality of service and user satisfaction positively influences the staff performance. The outcome of this research helps to enhance the understanding of the impact of smart government applications.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
The document is a comprehensive project report on online banking in India. It includes an introduction to online banking, an overview of services provided, advantages and disadvantages. It also discusses the online banking scenario in India, top banks providing services, a SWOT analysis, objectives of the study, literature review, research methodology used, data analysis and findings. The key findings are that online banking is popular among young adults for convenience, most rate services as good, and nearly all see it as a better alternative to traditional banking.
This document discusses a study examining how customer engagement behaviors are influenced by service convenience, fairness, and quality. The study classified customer engagement behaviors into behaviors directed at the firm/employees and other customers. It hypothesized that perceived service convenience, fairness, and quality would positively impact word-of-mouth referrals, customer help for the company, and customer help for other customers. The results found service convenience and fairness significantly positively influenced all three behaviors, while service quality only positively impacted word-of-mouth.
We are committed to providing 100% Plagiarism free quality academic assignments i.e. thesis, dissertations, Course work assignments, HND Business assignments, Research and Term papers and Oxford Brookes thesis (RAP, SLS and PPT). Pay by milestones. Please visit www.ghostwritingmania.com or reach my inbox at ghostwritingmania@yahoo.com or add me on Skype: ghostwritingmania
Analysis of Factors Affecting the Customer’s Satisfaction with reference to A...iosrjce
This is an age of technology. Now, all types of organizations are adopting the modern technology
for providing efficient services to the customers. This study is an attempt to find out the significant factors that
affecting the customer‟s satisfaction in ATM (Automated Teller Machine) service in Dhaka city. The results of
reliability test, factor analysis, and regression analysis focuses that cost of services of ATM, ATM network,
security in transactions of ATM, location of ATM Centers, and maximum withdrawal limit per day are the most
vital factors in customers satisfaction of ATM services. Finally it is evident from the study; overall 62% of the
customers are satisfied by using ATM services in Dhaka city.
The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on
Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer
Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied
and loyal customer and it is useful to identify the factors through which telecommunication sector may improve
its performance.
Effects of Satisfaction and Adoption on Online Bankingijtsrd
Despite the importance of online banking in many financial institutions, less research has focused on satisfaction and adoption, especially in Asia. Due to the introduction of technology, a new phenomenon in the banking sector of Mongolia, and many customers have not yet accepted it, this study was carried out to determine the factors affecting the adoption of online banking services by customers, as well as to examine the relationship between online banking services, satisfaction and adoption, the main tool for collecting data was a questionnaire that was developed on a 5 point Likert scale to be able to collect good quantitative data. In the course of the work, it was found that there was a positive relationship between online banking and satisfaction, which is consistent with the data obtained Al hawari and Ward, 2005 . In the work, it is recommended to pay more attention and focus efforts to individual clients. In addition, online banking service providers should look for indicators of innovative ways to raise awareness of the service through participation in trade organizations, exhibitions, and the introduction of new online banking technologies. Chuluudai Delgerzaya | Anar Badral | Yondon Badarch "Effects of Satisfaction and Adoption on Online Banking" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29715.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29715/effects-of-satisfaction-and-adoption-on-online-banking/chuluudai-delgerzaya
Article on Evaluating the Service Quality at SETA by IM MsomiIvy Msomi
This study investigated service quality at the Chemical Industries Education and Training Authority (CHIETA) in South Africa using various service quality models and dimensions. A questionnaire was distributed to 42 organizations in CHIETA's database.
The key findings were:
1) Service outcome quality and service process quality positively influence overall service quality at CHIETA.
2) CHIETA's image in the industry is acceptable but could be improved, as there are some excellent sectors but also areas of concern.
3) Overall perceptions of CHIETA's service were split, with 33% agreeing it was good and efficient, 33% indifferent, and 33% disagreeing.
Self-service technology, service quality, and relationship quality can influence customer loyalty to digital banking services. The study examined these factors' impact on e-loyalty of corporate customers using Bank Mandiri's cash management services. A survey of 115 corporate customers was conducted, and data was analyzed using structural equation modeling. The findings showed that service quality positively influences both relationship quality and e-loyalty. Relationship quality was also found to positively impact e-loyalty. The study aims to provide a comprehensive model of how these factors relate and influence online customer loyalty in the banking sector.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Customer loyalty in e-commerce was investigated through several studies:
1. Studies found that factors like customization, interactivity, care, community, and choice impact e-loyalty, and that e-loyalty influences word-of-mouth promotion and willingness to pay more.
2. Other studies found that online customer service and trust foster loyalty, though influence is less in price-driven industries. Additional factors examined include website quality, security, and branding.
3. Satisfaction was found to mediate the relationship between service quality and loyalty across different cultures, and trust was found to be important for loyalty to content-based e-services.
The Impact of Technology Based Self Service Banking Dimensions on Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for unidimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
Assessing the Internet Banking Services of Selected Banks in the Philippines ...Samantha Tan
This document summarizes a study that assessed the internet banking services of two major banks in the Philippines using the E-SERVQUAL model. 200 internet banking users from the two banks completed surveys evaluating their satisfaction across 7 dimensions of service quality: efficiency, fulfillment, privacy, responsiveness, compensation, contact, and system availability. The study found that customers were most satisfied with privacy but least satisfied with system availability. Demographic factors like age, gender, experience, and occupation did not significantly impact satisfaction levels. The two banks performed similarly across most dimensions, with the exception of system availability which was rated significantly higher for one bank. Common problems reported included system maintenance issues. Users' top recommendation was improving security against fraud.
1) The study examined consumer preferences and satisfaction towards mobile network service providers in Madurai City. A survey was conducted of 125 respondents to understand factors influencing consumer satisfaction levels.
2) Results found that network coverage, call quality, call plans and pricing most impacted satisfaction levels. Brand name was also found to influence consumer preferences.
3) It was recommended that telecom companies focus on network availability, pricing of talk time plans, coverage and quality of service to improve consumer satisfaction.
Predictors of customer retention in online health care system ohcsIAEME Publication
This document summarizes a research article from the International Journal of Management that studied predictors of customer retention in online health care systems in India using structural equation modeling. The study identified factors like perceived usefulness, information quality, responsiveness, security, and user interface as predictors of customer trust and retention. The research empirically tested the relationships between customer trust, satisfaction, commitment, and retention in online health care contexts. Limitations and implications for online health providers are discussed.
Predicting customer's intentions to use internet banking: the role of technol...Samar Rahi
This document reports on a study that examined factors influencing the adoption of internet banking in Pakistan using the Technology Acceptance Model (TAM). The study collected survey responses from 265 internet banking users. The results of a structural equation model analysis found that:
1) Perceived usefulness, perceived ease of use, and attitude were significant predictors of intentions to use internet banking.
2) Perceived usefulness and perceived ease of use positively influenced attitudes towards internet banking.
3) Attitudes had the strongest positive influence on intentions to use internet banking.
4) The study suggests that promoting positive attitudes can encourage more customers to adopt internet banking.
Contents lists available at ScienceDirect
Computers in Human Behavior
journal homepage: www.elsevier.com/locate/comphumbeh
TITLE : The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services
a b s t r a c t : The purposes of this study are to construct an instrument to evaluate service quality of mobile valueadded services and have a further discussion of the relationships among service quality, perceived value,
customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression
analysis were used to analyze the data collected from college and graduate students of 15 major universities
in Taiwan. The main findings are as follows: (1) service quality positively influences both perceived value and customer satisfaction; (2) perceived value positively influences on both customer satisfaction and post-purchase intention; (3) customer satisfaction positively influences post-purchase
intention; (4) service quality has an indirect positive influence on post-purchase intention through customer
satisfaction or perceived value; (5) among the dimensions of service quality, ‘‘customer service and
system reliability” is most influential on perceived value and customer satisfaction, and the influence of
‘‘content quality” ranks second; (6) the proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.
a r t i c l e i n f o
Article history:
Available online 11 April 2009
Keywords:
Mobile value-added services
Service quality
Perceived value
Customer satisfaction
Post-purchase intention
This document summarizes a research study that examined the determinants of mobile banking adoption behavior in sub-urban areas of Indonesia. The study used the Unified Theory of Acceptance and Use of Technology (UTAUT) model to assess how performance expectancy, effort expectancy, trust, and facilitating conditions influence behavioral intention to use mobile banking. The researchers conducted a survey of 250 customers of BNI Syariah Purworejo bank. The findings showed that performance expectancy, effort expectancy, and trust had a positive effect on behavioral intention, while facilitating conditions and behavioral intention positively influenced the adoption of mobile banking. The document provides background on mobile banking and reviews relevant literature on technology adoption models and key constructs from UTAUT.
A STUDY ON PERCEPTION OF INTERNET BANKING USERS SERVICE QUALITY - A STRUCTURA...IAEME Publication
The purpose of the study is to identify the perceptions of Internet banking (IB) users in Tamil Nadu using technology acceptance model (TAM) by incorporating service quality as external variable. The study found that both the TAM variables – perceived ease of use (PEOU) and perceived usefulness (PU). A total of 380 questionnaires were distributed for internet banking customers and 336 were returned (resulting 88.42 percentage of response rate). The results confirm that the all six dimensions (Website attribute, Reliability, Responsiveness, Fulfillment, Efficiency and Privacy) are distinct constructs. The results also indicate that internet banking service quality consisting of six dimensions has appropriate reliability and each dimension has a significant relationship with internet banking service quality. The efficiency of banking website is the important aspect of internet banking service quality. The finding found that the relationship between internet banking service quality, perceived ease of use and perceived usefulness are significant. This study proposes a model to understand the effect of internet banking service quality on perceived ease of use and perceived usefulness in developing country. The constructs truly reflect the dynamism of customers’ banking relationship and a better understanding the attitude on internet banking will help the bankers in implementing more effective marketing strategies.
Examining relationship between service quality, user satisfaction and perform...IJECEIAES
Governments attempt to use all forms of information technologies including Internet and mobile computing to be able to transform relationships with citizens. However, there is a clear gap between the indicator of the impact of technology innovation output and government’s vision in United Arab Emirates (UAE). In this regard, investigating the relationship between service quality, user satisfaction, and performance impact may help the government to mark its current progress and milestone achievement. This research proposed a model based on Delone & McLean IS success model by considering the research context. The modeling of structural equations via PLS (Partial least squares) regression was applied to evaluate the model within the context of public sector in the UAE. The data was collected from a sample of 147 employees in public organizations using a questionnaire. Results demonstrated that the quality of service has a significant effect on user satisfaction. In addition, quality of service and user satisfaction positively influences the staff performance. The outcome of this research helps to enhance the understanding of the impact of smart government applications.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
The document is a comprehensive project report on online banking in India. It includes an introduction to online banking, an overview of services provided, advantages and disadvantages. It also discusses the online banking scenario in India, top banks providing services, a SWOT analysis, objectives of the study, literature review, research methodology used, data analysis and findings. The key findings are that online banking is popular among young adults for convenience, most rate services as good, and nearly all see it as a better alternative to traditional banking.
This document discusses a study examining how customer engagement behaviors are influenced by service convenience, fairness, and quality. The study classified customer engagement behaviors into behaviors directed at the firm/employees and other customers. It hypothesized that perceived service convenience, fairness, and quality would positively impact word-of-mouth referrals, customer help for the company, and customer help for other customers. The results found service convenience and fairness significantly positively influenced all three behaviors, while service quality only positively impacted word-of-mouth.
We are committed to providing 100% Plagiarism free quality academic assignments i.e. thesis, dissertations, Course work assignments, HND Business assignments, Research and Term papers and Oxford Brookes thesis (RAP, SLS and PPT). Pay by milestones. Please visit www.ghostwritingmania.com or reach my inbox at ghostwritingmania@yahoo.com or add me on Skype: ghostwritingmania
Analysis of Factors Affecting the Customer’s Satisfaction with reference to A...iosrjce
This is an age of technology. Now, all types of organizations are adopting the modern technology
for providing efficient services to the customers. This study is an attempt to find out the significant factors that
affecting the customer‟s satisfaction in ATM (Automated Teller Machine) service in Dhaka city. The results of
reliability test, factor analysis, and regression analysis focuses that cost of services of ATM, ATM network,
security in transactions of ATM, location of ATM Centers, and maximum withdrawal limit per day are the most
vital factors in customers satisfaction of ATM services. Finally it is evident from the study; overall 62% of the
customers are satisfied by using ATM services in Dhaka city.
The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on
Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer
Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied
and loyal customer and it is useful to identify the factors through which telecommunication sector may improve
its performance.
Effects of Satisfaction and Adoption on Online Bankingijtsrd
Despite the importance of online banking in many financial institutions, less research has focused on satisfaction and adoption, especially in Asia. Due to the introduction of technology, a new phenomenon in the banking sector of Mongolia, and many customers have not yet accepted it, this study was carried out to determine the factors affecting the adoption of online banking services by customers, as well as to examine the relationship between online banking services, satisfaction and adoption, the main tool for collecting data was a questionnaire that was developed on a 5 point Likert scale to be able to collect good quantitative data. In the course of the work, it was found that there was a positive relationship between online banking and satisfaction, which is consistent with the data obtained Al hawari and Ward, 2005 . In the work, it is recommended to pay more attention and focus efforts to individual clients. In addition, online banking service providers should look for indicators of innovative ways to raise awareness of the service through participation in trade organizations, exhibitions, and the introduction of new online banking technologies. Chuluudai Delgerzaya | Anar Badral | Yondon Badarch "Effects of Satisfaction and Adoption on Online Banking" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29715.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29715/effects-of-satisfaction-and-adoption-on-online-banking/chuluudai-delgerzaya
Article on Evaluating the Service Quality at SETA by IM MsomiIvy Msomi
This study investigated service quality at the Chemical Industries Education and Training Authority (CHIETA) in South Africa using various service quality models and dimensions. A questionnaire was distributed to 42 organizations in CHIETA's database.
The key findings were:
1) Service outcome quality and service process quality positively influence overall service quality at CHIETA.
2) CHIETA's image in the industry is acceptable but could be improved, as there are some excellent sectors but also areas of concern.
3) Overall perceptions of CHIETA's service were split, with 33% agreeing it was good and efficient, 33% indifferent, and 33% disagreeing.
Self-service technology, service quality, and relationship quality can influence customer loyalty to digital banking services. The study examined these factors' impact on e-loyalty of corporate customers using Bank Mandiri's cash management services. A survey of 115 corporate customers was conducted, and data was analyzed using structural equation modeling. The findings showed that service quality positively influences both relationship quality and e-loyalty. Relationship quality was also found to positively impact e-loyalty. The study aims to provide a comprehensive model of how these factors relate and influence online customer loyalty in the banking sector.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Customer loyalty in e-commerce was investigated through several studies:
1. Studies found that factors like customization, interactivity, care, community, and choice impact e-loyalty, and that e-loyalty influences word-of-mouth promotion and willingness to pay more.
2. Other studies found that online customer service and trust foster loyalty, though influence is less in price-driven industries. Additional factors examined include website quality, security, and branding.
3. Satisfaction was found to mediate the relationship between service quality and loyalty across different cultures, and trust was found to be important for loyalty to content-based e-services.
The Impact of Technology Based Self Service Banking Dimensions on Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for unidimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
jasr-khanifar-jandaghi-mohagheghnia (số 1 Bằng TA).pdfmyNguyen530
This document summarizes a research study that aimed to identify factors influencing customers' intention to use e-banking services. The study integrated the Technology Acceptance Model (TAM), Theory of Planned Behavior (TPB), and e-service quality model to examine how perceived ease of use, perceived usefulness, attitude, subjective norm, perceived behavioral control, and e-service quality dimensions (availability, fulfillment, efficiency, privacy) impact intention to use e-banking. The study collected survey data from 353 bank customers in Qom Province, Iran who had used e-banking services from Meli Bank and Passargad Bank. Structural equation modeling was used to analyze the relationships between the variables in the integrated research
The Role Of E-Satisfaction In Mediating The Effect Of EServqual And E-Trust O...AJHSSR Journal
ABSTRACT:The purpose of this study was to examine the role of E-Satisfaction in mediating Effect of EServqual and E-Trust Against E-Loyalty. The number of samples as many as 100 people determined by
accidental sampling technique with non-probability sampling method. The data analysis technique used is
Partial Least Square-Path Modeling Reflective Multidimensional Construct (Second Order Construct) with
SmartPLS 3.0 software. The results obtained in this study are e-service quality has a significant effect on esatisfaction, e-trust has a significant effect on e-satisfaction, e-satisfaction has a significant effect on e-loyalty,
e-service quality has no significant effect on e-loyalty, e-trust no significant effect on e-loyalty, e-service quality
has a significant effect on e-loyalty through e-satisfaction and e-trust has a significant effect on e-loyalty
through e-satisfaction.
KEYWORDS: E-Servquall, E-Trust, E-Satisfaction, E-Loyalty, Mobile Banking
This document discusses a system dynamics approach to modeling e-service failure recovery and trust. It reviews literature on service failure, recovery, and e-trust. It then proposes an e-service recovery framework based on previous research that models the recovery process over multiple phases and considers factors like failure severity, service quality, and customer participation. The framework incorporates the role of e-trust throughout the recovery process. The system dynamics approach aims to provide a holistic view of the complex relationships between variables over time to help evaluate recovery strategies.
The development of the internet led to the use of information technology. The use of information technology not only to transform the services provided, but also to change the service delivery process. In connection with this condition raises the opportunity for retail transactions in the use of online shopping. The purpose of research to determine the effect of E-Service Quality, Price Perception to Repurchase Intention mediated by Customer Satisfaction, Customer Loyalty and Experiential Marketing on On-line shopping. The number of samples taken as many as 496 respondents. Respondents who were taken with the provisions ever shop by using online shopping. Sampling method by using random sampling. Data were analyzed by using Structural Equation Modeling (SEM). The results showed the largest influence is satisfaction to consumers loyalty, compared to the other variables. There is e-service quality, experiential marketing, price perception have influence to customer satisfaction. In addition consumer satisfaction has influence to customer loyalty and customer loyalty has influence to repurchase intention. Hence customer satisfaction has influence to repurchase intention, and customer satisfaction has a direct or indirect influence to repurchase intention.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
This document is a thesis written by Mirah Javed titled "Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty in Pakistan". It contains an introduction that defines key concepts like customer loyalty, customer satisfaction, service quality, and trust in the context of e-banking. It then reviews relevant literature and develops hypotheses about relationships between internet banking service quality, customer satisfaction, customer loyalty, and trust. It describes the methodology used to collect data through questionnaires. The document aims to understand how internet banking service quality impacts customer satisfaction and loyalty in Pakistan.
This study examined the influence of e-service quality on customer loyalty intentions for low-cost airlines. A survey of 295 low-cost airline customers in Thailand was conducted. The results found that e-service quality positively influenced customer trust and loyalty intentions. Customer trust was found to partially mediate the relationship between e-service quality and loyalty intentions. Marketing communication was also found to moderate the relationship between e-service quality and customer trust. Specifically, higher levels of e-service quality dimensions like efficiency, system availability, fulfillment and privacy led to greater customer trust and loyalty intentions. This research provides insights into how low-cost airlines can enhance online service quality to improve customer relationships.
6.[45 54]factors influencing online banking customer satisfaction and their i...Alexander Decker
This document summarizes a research study on factors influencing online banking customer satisfaction in India. The study investigated the major factors that affect customer satisfaction with online banking services and their relative importance. A literature review covered definitions of online banking and customer satisfaction. The study objectives were to investigate influencing factors on customer satisfaction and assess their significance. The methodology involved surveying 250 customers in Vadodara, India using a questionnaire. Data analysis identified 10 factors through factor analysis, including banking needs, core services, convenience, risk/privacy concerns, and factors leading to continued usage. Overall, most respondents reported satisfaction with their bank's online services.
6.[45 54]factors influencing online banking customer satisfaction and their i...Alexander Decker
This document summarizes a research study on factors influencing customer satisfaction with online banking in India. The study aims to investigate factors that affect customer satisfaction levels and assess their importance. 250 customers in Vadodara, India were surveyed. Through factor analysis, the key factors identified were: Banking Needs, Core Services, Convenience, Risk/Privacy Concerns, and Continued Usage. Most respondents reported being satisfied with their bank's online services, though around 30% were dissatisfied. The results help banks understand drivers of satisfaction to improve retention and expand their customer base.
11.factors influencing online banking customer satisfaction and their importa...Alexander Decker
This document summarizes a research study on factors influencing customer satisfaction with online banking in India. The study aims to investigate factors that affect customer satisfaction levels and assess their importance. 250 customers in Vadodara, India were surveyed. Through factor analysis, the key factors identified were: Banking Needs, Core Services, Convenience, Risk/Privacy Concerns, and Continued Use. Most respondents reported being satisfied with their bank's online services, though around 30% were dissatisfied. The results help banks understand drivers of satisfaction to improve retention and expand their customer base.
This document provides a literature review on studies related to the role of technology in banking services. It summarizes 15 previous studies on topics like mobile banking adoption, factors influencing customer satisfaction, internet banking usage and security, and evaluations of various banks' online service quality. The studies were conducted in several countries and used various research methods like surveys, data analysis, and models. Overall, the literature review covers a range of past work examining the impact of technological developments on banking customer experiences and bank operations.
In this research endeavour, we investigate the empirical impact of service quality dimensions on satisfaction in Cameroon mobile phone companies. Structural Equation Model (SEM) is utilised. Five independent variables (Tangibles, Reliability, Responsiveness, Empathy and Network quality) are proposed to help predict the customer satisfaction.
This study analyzed the impact of e-service quality (e-servqual) on customer satisfaction and loyalty at Bank Negara Indonesia (BNI). A survey was conducted with 274 BNI customers who use the mobile banking app. The results of structural equation modeling showed that e-servqual has a significant positive effect on both customer satisfaction and loyalty. Customer satisfaction also has a significant positive effect on loyalty. The study concludes that improving e-servqual can increase customer satisfaction and loyalty for BNI, which is important for the bank's future success.
1) The document examines the influence of external bailouts on macroeconomic stability in Ghana from 2008 to 2021 using time series data and vector error correction modeling.
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3) To improve stability, the authors recommend that Ghana reduce reliance on external bailouts, increase foreign reserves, and expand agriculture and industrialization.
- The document discusses a study on increasing brand awareness of Oranger Mobile, which is a courier service partner of PT Pos Indonesia responsible for pickups, deliveries, and direct sales.
- Brand awareness of Oranger is currently low, as the number of Oranger drivers did not meet targets in 2021 and most respondents in a survey were not familiar with the Oranger brand.
- The study uses a mixed-methods approach, collecting both qualitative data to measure brand awareness and quantitative data to analyze factors influencing awareness. The results show advertising, publicity, sponsorship, and word-of-mouth can increase Oranger's brand awareness.
The document summarizes a study on optimizing the stock portfolio of PT XYZ, a state-owned pension fund company in Indonesia. In 2021, PT XYZ's actual stock portfolio performed poorly, with a return of 0.56% and Sharpe ratio of 2.39%, below targets. Using the Markowitz portfolio model and 5 years of stock price data, the study optimized the 2021 portfolio. The optimized portfolio increased the Sharpe ratio to 21.67% and return to 1.62%, outperforming the actual portfolio. An efficient frontier analysis identified multiple portfolio options with different risk-return profiles. The results recommend PT XYZ use the Markowitz method to improve future portfolio performance and evaluation.
The document analyzes the financial performance of 20 health sector companies in Indonesia from 2018-2021 using various financial ratios and DuPont analysis. It finds that hospital companies generally benefited during the pandemic due to increased patient numbers, while pharmaceutical companies saw mixed results depending on retail and distribution impacts. Specifically, the analysis found that one hospital, Metro Healthcare Indonesia, had the highest average return on equity of 0.26 over the period. Other key findings are also presented regarding factors influencing financial performance changes before and during the COVID-19 pandemic.
This document discusses a proposed marketing strategy for Hirka, a shoe company that makes shoes from chicken claw skin. Hirka currently markets its products through social media, e-commerce, and word of mouth. However, brand awareness and sales are still low due to a lack of marketing and advertising. The products are also currently only available for men. The study aims to identify the target market and appropriate marketing strategy to increase Hirka's brand awareness and purchase intention. A survey was conducted of 206 respondents to assess their brand recognition of and purchase intention toward Hirka's products. The results showed most respondents were unaware of the Hirka brand and had low purchase intention. Various analyses were used to develop marketing strategies,
1) The document proposes a marketing strategy to enhance customer loyalty for RAM Water, a water processor product experiencing declining sales.
2) It reviews literature on customer loyalty and satisfaction and how the marketing mix (7Ps) can impact satisfaction.
3) An analysis was conducted using SEM-PLS to evaluate the relationships between the 7Ps, customer satisfaction, and loyalty using data from 153 RAM Water users. The results showed the 7Ps significantly impacted satisfaction which significantly impacted loyalty.
This document proposes an integrated luggage storage and transportation scheme. It analyzes the current luggage storage market and compares traditional and new "Internet +" models. The proposed scheme designs functional modules like storage, transportation, tourism services and insurance. It provides solutions for different business scenarios like short/long term storage, inter-station delivery, and tourism services. The goal is to improve resource utilization and provide convenient luggage services for travelers.
- The Ecobiz.id platform was created to help farmers in Indonesia by facilitating knowledge sharing and connecting farmers to buyers. However, the platform still lacks interactivity and network effects due to poor existing content that does not meet user needs.
- This study examines how to motivate stakeholders, especially potential content creators, to actively participate and create valuable, interesting, and relevant content for users. Improving the quality and variety of content is expected to increase interactivity on the platform and provide value to users.
- Interviews and observations of stakeholders and users were conducted to understand their perspectives on existing content and how content could motivate involvement and interaction on the platform. The results will help improve content marketing strategies to better engage users.
This document analyzes strategies to increase brand awareness and intention to use PosAja, an application-based delivery service owned by PT Pos Indonesia. It conducts external and internal analyses, as well as surveys consumers to measure brand awareness and factors influencing intention to use. The survey finds low brand recognition of PosAja. Quantitative analysis shows brand logo and advertisements significantly impact brand awareness, while brand name and promotions do not. Further analysis is needed to identify strategies to improve awareness and drive more customers to use PosAja.
This document summarizes a research study that examined the effect of budgetary participation and internal control on managerial performance, with job relevant information as a moderating variable. The study was conducted at three type C regional general hospitals in Jambi Province, Indonesia that had intermediate accreditation levels. The results showed that budgetary participation and internal control positively affected managerial performance. Job relevant information was found to moderate the relationship between internal control and managerial performance, but did not moderate the relationship between budgetary participation and managerial performance. The document provides background information on the hospitals studied, discusses relevant theories, and outlines the research questions and objectives.
This document analyzes and compares environmentally friendly cryptocurrencies with the highest trading classical cryptocurrencies from July 2019 to April 2022. It finds a statistically significant correlation between the values of eco-friendly and classical cryptocurrencies, suggesting investors apply similar investment approaches to both. It also concludes the demand for eco-friendly cryptocurrencies is increasing as the world moves toward sustainability. The study uses daily closing price data from various sources to analyze 7 eco-friendly and 7 highest value classical cryptocurrencies over 34 months. Descriptive statistics of the data are presented in a table.
This document summarizes the evolution and enlightenment of global financial regulatory systems based on a comparative analysis of systems in the UK, US, and China. It finds that financial regulatory systems generally evolve from mixed/centralized models to separated/institutional models to more integrated approaches. The UK and US systems demonstrate a progression from separation to unification to twin peaks models. China's system has transitioned from the central bank as sole regulator to separated then integrated regulation. Key lessons for China include understanding the role of regulation in promoting development while preventing risks, and adapting international best practices to its national context.
The document discusses intellectual effort and references. It notes that the brain is just a gateway to the mind, and the mind needs to maintain the brain to concentrate on useful thoughts. It also argues that those who do evil will not get an afterlife, and animals cannot attain infinite spiritual energy or an afterlife. The document concludes that solving problems requires analyzing causes, and that politics and total quality management will become more connected over time. Reform requires having a theory and being a bit of a philosopher.
- Evergrande Group, one of China's largest real estate developers, fell into a major debt crisis with total liabilities reaching 1.97 trillion yuan.
- The crisis was caused by deteriorating cash flow, an overreliance on high-leverage financing, and aggressive diversification into unrelated industries.
- Potential countermeasures discussed include restructuring debt through negotiations, asset sales, and government support to stabilize the real estate market and prevent wider economic impact.
- The document discusses strategies for increasing brand awareness and intention to use Pospay, a digital wallet launched by PT Pos Indonesia.
- Currently, 98.5% of Pospay users are PT Pos Indonesia employees, showing low brand awareness and usage outside the company.
- The study analyzes factors influencing brand awareness and usage intention through a literature review, value proposition canvas analysis, and survey data.
- Results show Pospay can create discounts/cashback and develop new features like inter-wallet transfers to boost awareness and intention to use.
The document proposes an integrated marketing communication strategy for KOST.ON3 Residence through benchmarking against competitors. It analyzes KOST.ON3 Residence's external environment and internal capabilities. The proposed strategy focuses on strengthening advertising using third-party platforms to improve brand awareness and reputation based on insights from an integrated marketing communication analysis and customer journey analysis. Using third-party platforms can help KOST.ON3 Residence expand its customer base by developing greater trust in its brand.
This document proposes marketing strategies to improve the performance of Wifi.id Corner, an internet access service provided by PT Telkom Indonesia. It analyzes Wifi.id Corner's external environment using PESTEL, Porter's Five Forces, and competitor and consumer analyses. An internal analysis uses STP and the 7Ps. SWOT and TOWS matrix analyses identify strengths, weaknesses, opportunities, and threats. Based on these, three strategies are proposed: using social media effectively, collaborating with the government and SMEs, and improving Wifi.id Corner's ambience. The goal is to enhance sales by creating purchase intention among consumers.
Datang International is a major Chinese power company that discloses carbon information in its social responsibility reports. The summary analyzes:
1) Datang International's carbon disclosure includes monetary information like environmental fees and subsidies, and non-monetary strategies, measures, and goals.
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This document summarizes a research article about the effect of social media marketing and quality of human resources on business development of MSMEs in Maros Regency, Indonesia. The article provides background on the importance of MSMEs to the Indonesian economy. It then reviews literature on topics like the definition of MSMEs, quality of human resources, use of social media marketing, and benefits of social media. The research aims to analyze the effect of social media marketing and quality of human resources on business development of MSMEs in Maros Regency using a quantitative survey method.
This document discusses the history and use of asynchronous online discussion forums (ODFs) in educational curriculums. It traces the evolution of regulations around distance education and the requirement for regular and substantive interaction (RSI) between instructors and students. ODFs emerged as a common tool to meet RSI requirements, though their educational value is unclear. The document examines how ODFs were adopted and how regulations around RSI have developed over time in an attempt to define distance vs. correspondence education.
Colby Hobson: Residential Construction Leader Building a Solid Reputation Thr...dsnow9802
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In this paper we explain wat overwork is and the physical and mental health risks associated with it.
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1. American International Journal of Business Management (AIJBM)
ISSN- 2379-106X, www.aijbm.com Volume 4, Issue 08 (August-2021), PP 89-96
*Corresponding Author: DevitaRizkiTahtaKuswanto1
www.aijbm.com 89 | Page
The influence of the self-service technology service quality, e-
satisfaction, and e-trust on e-loyalty
DevitaRizkiTahtaKuswanto1
, Tantri YanuarRahmat Syah2
.
1
Economic Business Faculty,Esaunggul University, Jakarta, Indonesia
2
Economic Business Faculty, Esaunggul University, Jakarta, Indonesia
Abstract: Changes in the industrial revolution are developing rapidly and bringing about new changes in
thepattern of community life in banking. Thus, in this study, we examine the role of Self-service
TechnologyService Quality, E-Satisfaction, and E-Trust on E-Loyalty. In addition, the purpose of this study is
to obtain theeffect of Self-service Technology Service Quality, E-Satisfaction, and E-Trust on the E-Loyalty
of bankcustomers. Here, the population in this study was taken from bank customers who accommodated
200respondents. This study is causality research using a quantitative approach where the data
observationwascollected using a questionnaire. The analytical method, e.g., Structural Equation Model (SEM)
and Lisrel, wasperformed in this study. The results show theexcellent Self-service Technology Service Quality
will increasecustomer E-Satisfaction. Here, good Self-service Technology Service Quality will increase
customers' E-Loyalty. Thus, the highest E-Satisfaction will increase customer's E-Loyalty while a good
customer Self-serviceTechnology use Service Quality and increase customer's E-Trust. Furthermore, the high
value of customer E-Trust will increase customer's E-Loyalty. Finally, the main contribution of this study is to
enrich the literatureon Self-Service Technology Service Quality, Electronic-Satisfaction, Electronic-Trust and
E-loyalty in thebanking industry.
Keywords: Self-service technology service quality, e-trust, e-satisfaction, e-loyalty
Abstrak
Perubahan revolusi industri yang berkembang sangat pesat dan membawa perubahan baru dalam pola
kehidupan masyarakat di bidang perbankan. Oleh karena itu, dalam penelitian ini, kami menguji peran Self-
service Technology Service Quality, E-Satisfaction, dan E-Trust terhadap E-Loyalty. Selain itu, tujuan
penelitian ini untuk mengetahui pengaruh Self-service Technology Service Quality, E-Satisfaction dan E-Trust
terhadap E-Loyalty nasabah bank. Disini populasi dalam penelitian ini diambil dari nasabah bank yang
menampung 200 responden. Penelitian ini merupakan penelitian kausalitas dengan menggunakan pendekatan
kuantitatif dimana data observasi dikumpulkan dengan menggunakan kuesioner. Metode analisis seperti
StructuralEquation Model (SEM) dan Lisrel dilakukan dalam penelitian ini. Hasil penelitian menunjukkan
bahwa Self-service Technology Service Quality yang baik akan meningkatkan E-Satisfaction pelanggan. Disini,
Self-service Technology Service Quality yang baik akan meningkatkan E-Loyalty pelanggan. Dengan demikian,
E-Satisfaction tertinggi akan meningkatkan E-Loyalty pelanggan sedangkan Self-service Technology pelanggan
yang baik menggunakan Service Quality dan meningkatkan E-Trust pelanggan. Selanjutnya, tingginya nilai E-
Trust pelanggan akan meningkatkan E-Loyalitas pelanggan. Terakhir, kontribusi utama penelitian ini untuk
memperkaya literatur tentang Self-Service Technology Service Quality, Electronic-Satisfaction, Electronic-
Trust dan E-loyalty di industri perbankan.
Kata kunci: Self-service technology service quality, e-trust, e-satisfaction, e-loyalty
I. INTRODUCTION
Our society is in an industrial revolution that is growing exponentially, marked by a technological
process with breakthroughs in robotics, artificial intelligence, the internet of things, and more. The very
high number of internet users in Indonesia and the increasing number of customers from year to year
have encouraged banks to make innovations to make it easier for customers to make payment transactions and
transfer money between customers and between banks. Continuous service improvement and making consumers
meet their needs will create high customer loyalty inonline transactions (Saputro and Dihan, 2013). The quality
of service in online business affects customer satisfaction and loyalty (Sundaram, Ramkumar, & Shankar
(2017). Here, the effects of customer satisfaction and trust on loyalty and identifies the factors that
affect commitmentresult from all of these variables beinginterrelated (Brilliant and Achyar (2016). Among all
these services, e-service quality and e-trust, which are very near where the customer's importance is the e-
service quality, will be referenced in the e-commerce-based internet and will be discovered to represent the
whole scope of the self-service technology
the service quality in banking improves online satisfaction(Kushwaha et al. 2017, Gunawardana et al. 2015).
2. The influence of the self-service technology service quality, e-satisfaction, and …
*Corresponding Author: DevitaRizkiTahtaKuswanto1
www.aijbm.com 90 | Page
Customer loyalty is directly affected by e-trust and e-satisfaction, determined by the quality of
electronic services (Ghalandari, 2012). One of the ways to increase electronic service satisfaction is to provide
quality electronic services—the positive effects of electronic services, namely confidence in the loyalty of
customers who have been proven. By increasing trust in electronic services, consumers tend to use these
services more (Molaee et al., 2013).
Here, e-trust and e-security together affect the development of e-loyalty directly (Afsar, Nasiri, and
Zadeh, 2013). Furthermore, the results show that security or privacy is a driving dimension of e-trust, which
ultimately leads to e-loyalty (Kim et al. 2009). However, this research found no positive influence between
service quality and loyalty (Nurlitasari and Syah, 2016). This is not following other studies that state a close
relationship between service quality and satisfaction. Thus, customer e-satisfaction directly affects customer e-
loyalty and is not mediated by e – trust (Hoq et al., 2010). Here, e-trust does not affect consumer e-
loyalty negatively (Sativa and Astuti (2016). Here, the negative influences indicate that e-trust on the site does
not affect e-loyalty to the site. These phenomena demonstrate the difference in the effect of e- trust on e-
loyalty, where e-trusts can be the independent variable and as a mediator in the study. This study will clarify the
gaps in existing research results by examining the effect of e-trust as a mediating variable in the relationship
between e-service quality and e-loyalty.
II. LITERATURE REVIEW
Relationship Between Variables and Hypothesis Development
Relationship between Self-service technology, service quality, and E-Satisfaction
Self Service Technology (SST) is a technology intermediary that allows consumers to produce their
services without depending on employees, for example, services via the internet. Here, the SST explained that
there had been a lot of evidence that technological innovation will continue to increasingly influence consumer
interactions with companies, where this interaction will be an essential criterion for long-term corporate
business success. Thus, the seven dimensions that shape consumer expectations of service quality in self-service
technology (SST), namely functionality, enjoyment, security or privacy, design, assurance, convenience,
and customization.
The four dimensions of E-SQ (ease of use, website design, security, and reliability) positively impact
user satisfaction. When customers get the service they want and met, they will feel the e-satisfaction of banks in
retaining customers and encouraging e-loyalty (Al-hawary andAmericanan, 2018). Furthermore, e-service
quality in online business and its effect on customer e-satisfaction and e-loyalty is revealed that service quality
factors such as responsiveness and trust positively affect e-satisfaction and e-loyalty (Sundaram et al.
(2017)). The determinants of self - service technology service quality influence e-satisfaction and show that all
five determinants of self - service technology service quality have a positive and significant effect on e-
satisfaction (Bansal and Singh, 2018). From all the descriptions above, it can be concluded that self - service
technology service quality has a positive impact on e-satisfaction. Based on the above literature, we propose a
hypothesis as follows:
H 1: Good self - service technology service quality has a positive effect on e-satisfaction.
Relationship Self-service technology, service quality, and E-Loyalty
The improvement relationship between buyers online and sellers online and mutual benefits (Ting et
al., 2016) Efficiency, privacy, and customer service are the main factors for e-
servicesquality. Furthermore, satisfaction was also found to mediate the relationship between e-service
quality and e- loyalty of behavior and attitudes (Obeidat et al., 2017). The findings further confirm that the
application of self-service technology service quality is oriented towards customer service to meet the long-term
impact on e-loyalty (Djajanto et al. 2014). From all the descriptions above, it can be concluded that self-service
technology, service quality has a positive effect on e- loyalty. Based on the literature above, we propose a
hypothesis as follows:
H 2: Self-service technology service quality good influence positively on e-loyalty
E-Satisfaction and E-Loyalty Relationship
In the online context, e-satisfaction is defined as the cumulative result of one party or someone who
has different experiences with a product or service within a certain period (Szymanski andHise, 2000). E-
satisfaction is defined as the experience felt after using a product and compares the perceived quality with
the expected rate (Gounaris et al., 2005). E-satisfaction measures the overall level of customer satisfaction from
an online shopping experience (Gounaris et al. 20,05). Here, e-satisfaction is the affective state of customers to
the website obtained from evaluating all aspects that makeup customer relationships.
Here, customer satisfaction and trust have a significant effect on customer loyalty. Thus, the fulfillment
of products, services, and the purchase have an influence positive and powerful. Theimpacts of e-
satisfaction and e-trust on e-loyalty and identifies the factors that affect e-satisfaction. The results show that e-
3. The influence of the self-service technology service quality, e-satisfaction, and …
*Corresponding Author: DevitaRizkiTahtaKuswanto1
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service quality, e-trust, and e-satisfaction positively affect e-loyalty (Aytekin and Tunali, 2018). In this context,
banks must provide online transaction procedures, information on how to deal with security issues, and
instructions on using internet banking services safely (Amin, 2016). From all the descriptions above, it can be
concluded that e-satisfaction has a positive impact on e-loyalty. Based on the literature above, we propose a
hypothesis as follows:
H 3: Good e-satisfaction has a positive effect on e-loyalty
Self-service technology, service quality an, d E-Trust relationship
Self-service e-service quality will affect e-trust when making transactions. The main factor affecting e-
trust is security in the transaction. If consumers know that any information they provide to companies when
using online services will make consumers not hesitate to giving this information. Here, a credit card has a good
level of e-tr needed in an online service to make payments via cred. There's there is a concern that hacks on
credit cards will harm consumers.
Furthermore, the quality of content is an essential determinant of e-trust on a website. At the same
time,users need to be provided with helpful content on the website for them to be accepted by them. Usability
influences the user's intention to use the website in the future. Self-service -Service-Service has an
influence, self-e-Service-Service serviceimpacts customer satisfaction, trust an e-satisfactionn of customers, e-
satisfaction customers have an impact loyaltys (Fajarini, 2016). In the SST service line, customers with a high
level of banking activity have a higher level of trust (Dimitriadis et al., 2011). From all the descriptions above, it
can be concluded that e-service quality has an impact on e-trust. Based on the literature above, we propose a
hypothesis:
H 4: Self-service technology service quality good influence positively on e-trust.
E-Trust and E-Loyalty Relationship
E-trust or consumer knowledge involves believing that a product has various attributes and the benefits
of these various multipleattributeor company can be trusted because they have high integrity associated with
consistency, competence, honesty, fairness, and responsibility. A person is looking for products and services
that will solve problems and fulfill their needs. In other words, they have attributes that will provide
recognizable benefits.
Self-service and e-service quality directly affect e-trust and e- satisfaction and indirectly affect e-
satisfaction through e-trust. This means that the betters the Self-service e-servicequality, the more many e-
trust and e- satisfaction,e-trust and e- satisfaction jointly affect e-loyalty (Ghalandari,2012). E-trust and e-
security jointly affect the development of e-loyal ty directly. If they do not abuse consumer accounts, customers
will trust the website because they trust that they will not share data with other parties, harming
customers (Afsar et al., 2013). The company must consider factors such as after-sales support, to show interest
in resolving the problems faced by customers and to respond rapidly to the needs of the customer so that the
customer will have an e-trust from all the above descriptions can be concluded that the e-trust have a positive
impact on e-loyalty. Based on the literature above, we propose a hypothesis as follows:
H 5: E-trust has a positive effect on e-loyalty.
III. SCIENCE RESEARCH METHOD
Population and Sampling Techniques
This study obtains the population taken from Bank Mandir customers at Regional Office 4, Central
Jakarta, who used Mandiri online. We use a precise method to object accurate samples and a representative
sample to describe the population optimally while collecting the data observation. The minimum sample size
ranges from 100 to 200 observation comments on the number of indicators estimated. The guideline to collect
the data reached 5-20 times with an estimated number of indicators around 36 questions. In this study, the
questionaries aretaken 36 times with 5 question indicators with 180 plus and 10% for indications of dropout
from the study, so the total is 198 samples. So, this study using purposive sampling, namely customers
who actively use online independent banking services at Bank Mandiri.Regional Office 4, Central Jakarta, with
a total of 200 customers.
Measurement
There are four independent variables (exogenous) in our study: self-service technology, service quality,
e-satisfaction, e- trust, and one dependent variable (endogenous), namely e-loyalty. We measure the
variable self-service technology service quality by using indicators of 20 indicators and then to e- satisfaction as
many as five indicators (Herington andWeaven (2009). E- trust in the adoption hassix indicators to assess the
value (Jarvenpaa et al., (2000). As for the e-loyalty variable, usesfiveindicateneedthe measurement scale uses
the Likert scale method (Amin, Isa, & Fontaine (2013)). Furthermore, from the measurement dimensions
displayed in the form of a questionnaire, we tested the validity and reliability tests.
4. The influence of the self-service technology service quality, e-satisfaction, and …
*Corresponding Author: DevitaRizkiTahtaKuswanto1
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This study uses confirmatory factor analysis to test the validity by looking at the Kaiser-Meyer-Olkin
measure of sampling (KMO) value and the measures of sampling adequacy (MSA). The small KMO value
indicates that factor analysis cannot be used because other variables cannot explain the correlation between the
variable pairs. If the KMO value is below 0.5, then factor analysis cannot be used or accepted. Meanwhile, the
acceptable KMO value has a minimum value limit of 0.5 to 0.9 (Malhotra, 2010). A reliability test with
a Cronbach alpha value > 0.5 meansreliable (Azwar, 2012). We process the data using the SEM (Structural
Equation Modeling) analysis method in the next stage. SEM can explain the relationship of variables in a
complex manner and the direct or indirect effects of one or more variables on other variables (Hair et al. 2014).
IV. RESULTS AND DISCUSSION
We focus this research on the effect of self-service technology service quality, e-trust, and e-
satisfaction on e-loyalty. The results show that all hypotheses have meaningful influence.
As the SEM test that we have done, it can be seen in Figure 1.1 below:
Figure 1.1 Path Diagram T-Value
Image Caption 1:
SST (self-service technology service quality), ES (e-satisfaction), ET (e-trust), and LOY (e-loyalty) Based on
Figure 1.1 Path Diagram T-Value above, which is the hypothesis in this study, is presented in the following
structural equation:
Table I. Hypothesis Testing for the Research Model
Hypothesis Hypothesis statement
Value T-
Value
Information
H 1
Self - service technology, good service
quality has a positive effect on e-
satisfaction
12.58
The data support
the hypothesis
H 2
Self-service technology, good service
quality has a positive effect on e-loyalty
3.18
The data support
the hypothesis
H 3
Good e-satisfaction has a positive effect
on e-loyalty
1.98
The data support
the hypothesis
H 4
Self-service technology, good service
quality has a positive effect on e-trust
13.72
The data support
the hypothesis
H 5
E-trust has a positive effect on e-loyalty.
4.59
The data support
the hypothesis
Source: SEM Lisrel data processing results
V. DISCUSSION
Here, the result obtained for the first hypothesis in this study was obtained that self-service technology
service quality is good to impact e-satisfaction to customer Mandiri Online positively.
5. The influence of the self-service technology service quality, e-satisfaction, and …
*Corresponding Author: DevitaRizkiTahtaKuswanto1
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The result of this study is in line with the resulting developmentof previous studies, which state that good self-
service technology service quality has a positive effect on e-satisfaction. However, this is not in line with
theoutcomeet which in their research found that there was no positive influence between service quality and
loyalty
Then the two hypothesis testing results show that the self-service technology service quality positively
influences e-loyalty in customers'Mandiri Online. The results of this study are in line with the results of previous
studies, which state that good self-service technology service quality has a positive effect on e-loyalty.
Testing the third hypothesis shows that there is a relationship between e- satisfaction and e-loyalty
of Mandiri Online customers. The results of this study are in line with the results of previous studies, which state
that good E-satisfaction has a positive effect on e-loyalty.
Then the results of testing the hypothesis of four show that self-service technology service
quality positively influences the e-trust of customers Mandiri Online. But he did not follow the results
of research HOQ, whichfound that customers' e-satisfaction directlyaffects senses e-loyalty customers and is not
mediated by e - trust. Keep in mind that satisfaction can arise quickly in several times of use, but trust arises in a
long time, and confidence must have decreased. It will be challenging to increase again. The results are
consistent with previous research which states that Self-service technology service quality good influences
positively e-trust.
The results of the last hypothesis in this study, namely the fifth hypothesis, indicate that E-trust has a
positive influence on the e-loyalty of Mandiri Online customers. Here confidence boosts loyalty, but
many models in which thesehave a central role. In a model of this, thebeliefdirectly affects loyalty, and quality
of service affects loyalty through satisfaction and trust. The results of this study are in line with the results of
previous studies which state that E-trust has a positive effect on e-loyalty.
VI. MANAGERIAL IMPLICATIONS
Rapid technological advances have shifted the banking service model for customers, especially
in online services. Online banking services have become a basic necessity for everyone who has the right to get
it. Changes in technology in everyday life have pushed the need for faster banking services and reduced direct
customer participation with banks where everything can be done through an online application.
So,banks need to continue to improve service quality which is currently at the forefront of serving
customers. The increase in the first place to start is by increasing the functionality of applications Independent
Online. To increase SST in this dimension, banks can simplify the stages in conducting transactions so that
customers can make transactions easily and quickly, for example, by providing shortcuts for frequent
transactions and reducing transaction failure rates that can occur when customers make transactions. Another
thing that can be done is facilitating login access, namely by using face and fingerprint access to feel more and
more speed in transactions.
VII. CONCLUSION
The results that can be concluded from this research are, firstly, there is a relationship between self-
service technology service quality and e-satisfaction with Mandiri Online customers. Second, there is a
relationship between self-service technology service quality and e-
loyalty to Mandiri Online customers, third there is a relationship between e-satisfaction with e-
loyalty to Mandiri Online customers, fourth there is a relationship between self-service technology service
quality and e-trust in Mandiri Online customers. Fifth, there is a relationship between e-trust and e-
loyalty to Mandiri customers Online.
Research limitations refer to several weaknesses in this study. Some of the restrict ofthis studies are that this
study only discusses the variables of self-service technology, service quality, e-satisfaction, e-trust, and e-
loyalty. Furthermore, there is a possibility that the respondents did not fill in or only filled in based on the ideal
conditions that were expected and not the actual conditions that were happening.
The development of future research can add other variables that can influence self-service technology, service
quality, e-satisfaction, e-trust, and e-loyalty to Mandiri Online customers to maintain e-
loyaltytowards Mandiri Online. Further research can be carried out on research objects in other companies or
industries, or other organizations to obtain more objective results with a broader scope. Further research can also
add variables to perceived brand value and others.
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