The Effect Of Satisfaction, Trust And Continuance Intention On Mobile Banking User Loyalty

Atika Dwi Andani*  -  Universitas Islam Negeri Sunan kalijaga Yogyakarta, Indonesia
Farid Hidayat  -  Universitas Islam Negeri Sunan kalijaga Yogyakarta, Indonesia

(*) Corresponding Author
DOI: 10.21580/al-arbah.2022.4.1.14661

Abstract

Purpose - This study aims to determine whether the satisfaction and trust of Islamic bank customers using mobile banking has an effect on loyalty with continuance intention as a mediating variable.

Method - The type of data used in this research is primary data by distributing questionnaires and interviews. The population in this study are Islamic bank customers who use mobile banking in Yogyakarta and for the sampling technique using purposive sampling technique with a total of 100 respondents. The data analysis technique used in this research is with the help of SEM PLS 03.

Result - Based on the analysis and discussion results, it shows that there is no market reaction to the announcement of the signing of the BUMN Islamic bank merger on BRIS shares as seen from the abnormal returns before and after the signing of the merger, which there is no significant difference.

Implication - Based on the analysis and discussion results, it shows that there is no market reaction to the announcement of the signing of the BUMN Islamic bank merger on BRIS shares as seen from the abnormal returns before and after the signing of the merger, which there is no significant difference.

Originality- variables developed to explain the effectThe variables of satisfaction and trust on the loyalty of mobile banking users with continuance intention as a mediating variable have relevance to empirical phenomena. This research has never been done before, especially for Islamic bank mobile banking users in Yogyakarta.

 

Keywords: satisfaction, trust, continuance intention, loyalty

  1. Ackaradejruangsri, D. L. A. & P. (2017). The Impact of Inertia as Mediator and Antecedent on Consumer Loyalty and Continuance Intention. International Journal of Customer Relationship Marketing and Management.
  2. Anderson, E. and Weitz, B. (1992). The Use of Pledges to Build and Sustain Commitment in Distribution Channels. Journal of Marketing Research.
  3. Cry, Dianne, milena head, alex inaov. (2006). Design aesthetics leading to m-loyalty in mobile commerce. Design Aesthetics Leading to M-Loyalty in Mobile Commerce, 43(8).
  4. Darmadi Durianti, Sugiarto, T. S. (2001). Strategi Menaklukan Pasar Melalui Riset Ekuitas Dan Perilaku Merek.
  5. Dwi Suhartanto, S. S. (2018). Loyalty intention towards Islamic Bank: The role of religiosity, image, and trust. International Journal of Economics and Management, 2.
  6. Ghafar, V. (2007). Customer Relationship Management and Marketing Public Relation. Alfabeta.
  7. Ghozali, H. L. & I. (2012). Partial least squares : konsep, teknik dan aplikasi SmartPLS 2.0 M3 untuk penelitian empiris.
  8. John C. Mowen dan Michael Minor. (2005). perilaku konsumen.
  9. kotler., p., & keller, k., l. (2012). Manajemen Pemasaran. In manajemen pemasaran jilid 1 ed 12 (p. 78).
  10. Lin, Y.-S., Li, Y.-J., & Tsay, C.-Y. (2015). An Investigation of the Relationship between Customer Satisfaction and Loyalty on the Brand Image of Taiyen’s Products-A Case Study of the Customer in Pingtung Area. Journal of Marketing Management (JMM),.
  11. Mohammadi, H. (2015). A study of mobile banking loyalty in Iran. Computers in Human Behavior, 44, 35–47. https://doi.org/10.1016/j.chb.2014.11.015
  12. Oliveira, T. (2016). Mobile payment: Understanding the determinants of customer adoption and intention to recommend the technology.
  13. Oliver, R. L., & Swan, J. E. (1989). Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach. Journal of Marketing, 53(2), 21. https://doi.org/10.2307/1251411
  14. philip kotler. (2005). Managemen Pemasaran.
  15. Sugiyono. (2014). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R&D. Alfabeta.
  16. Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung.
  17. Tjiptono, F. (2007). No Strategi pemasaran ed II.
  18. Wu, T. C. L. & L. W. (2007). Customer retention and cross-buying in the banking industry: An integration of service attributes, satisfaction and trust. Journal of Financial Service Marketing, 12.

Open Access Copyright (c) 2022 Atika Dwi Andani, Farid Hidayat
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Al-Arbah: Journal of Islamic Finance and Banking
Published by Department of Sharia Banking, Faculty of Islamic Economics and Business, UIN Walisongo Semarang, Indonesia
Jl Prof. Dr. Hamka Kampus III Ngaliyan Semarang 50185
Phone: +62 852-3660-5533
Website: https://febi.walisongo.ac.id/
Email: alarbah@walisongo.ac.id

ISSN: 2716-3946 (Print)
ISSN: 2716-2575 (Online)

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License

 
apps