The Effect of Use, Quality of Service, Trust and Satisfaction Loyalty M-Banking Users

14 Pages Posted: 17 Jan 2020

See all articles by Osly Usman

Osly Usman

State University of Jakarta - Faculty of Economics

Yuyun Sulistyowati

Independent; Universitas Negeri Jakarta

Date Written: December 28, 2019

Abstract

This study aims to determine whether the effect of the quality of service, trust and satisfaction with the m-banking user loyalty. This research was conducted for 3 months starting in October to December 2019. The research method used was survey method with approach of causality. The population in this study were bank customers mbanking users totaling 200 respondents. Data collection techniques use technical literature and questionnaires. Data were analyzed using SmartPLS software version 3. PLS (Partial Least Square) with structural equation analysis (SEM). The results showed that each variable has a significant effect.

Keywords: usability, quality of service, trust, satisfaction, loyalty, m-banking

JEL Classification: G21

Suggested Citation

Usman, Osly and Sulistyowati, Yuyun, The Effect of Use, Quality of Service, Trust and Satisfaction Loyalty M-Banking Users (December 28, 2019). Available at SSRN: https://ssrn.com/abstract=3510458 or http://dx.doi.org/10.2139/ssrn.3510458

Osly Usman

State University of Jakarta - Faculty of Economics ( email )

Jakarta, ID Jakarta
Indonesia

Yuyun Sulistyowati (Contact Author)

Independent ( email )

No Address Available
United States

Universitas Negeri Jakarta ( email )

Jln. Rawamangun Muka, Jakarta Timur
Jakarta, IN DKI Jakarta 13220
Indonesia
089509447902 (Phone)

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