Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic

Indrasari, Arum; Nadjmie, Nurul; Endri, Endri

doi:10.5267/j.ijdns.2021.12.004

Cited by 31 publications

(18 citation statements)

References 1 publication

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“…The results of this hypothesis are in line with the results of research conducted by (Manju, 2020), (Khatoon et al, 2020), and (Indrasari et al, 2022), which explained that a person's satisfaction depends on trust in the security of customer privacy itself and security is also the main indicator in customer satisfaction.…”

Section: The Effect Of Security On Customer Satisfactionsupporting

confidence: 88%

The Effect Of Security And Trust On Mobile Banking Customer Satisfaction Mediated By Convenience Factors

Wulan Suci,

Dahlan

2023

JoSS

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The purpose of this study is to analyze mobile banking customer satisfaction influenced by security and trust mediated by convenience factors for Livin' by Mandiri users at the Tangerang Ahmad Yani branch. This study used a quantitative approach. The survey was conducted to 242 Livin' by Mandiri users at the Ahmad Yani Tangerang Branch. This study uses Partial Least Squares SEM or so-called PLS-SEM and identifies the relationship between variables and conceptual and operational definitions using previous research, which includes using security and trust variables as independent variables, customer satisfaction as dependent variables, and convenience factors as mediation variables. The results of this study show that Security has a positive and significant effect on the Convenience Factor, Trust has a positive and significant effect on the Convenience Factor, the Convenience Factor has a positive and significant effect on Customer Satisfaction, Security has a positive and significant effect on Customer Satisfaction, Trust has an effect but not significant on Customer Satisfaction, the Convenience Factor has a positive and significant effect mediating Security on Customer Satisfaction, and Convenience Factors have a positive and significant effect on mediating Trust in Customer Satisfaction. This research is limited to only examining the variables of security, trust, convenience factors, and customer satisfaction and only to Bank Mandiri customers, especially Livin' by Mandiri users at the Tangerang Ahmad Yani branch.

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Section: The Effect Of Security On Customer Satisfactionsupporting

confidence: 88%

The Effect Of Security And Trust On Mobile Banking Customer Satisfaction Mediated By Convenience Factors

Wulan Suci,

Dahlan

2023

JoSS

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“…Supriyanto et al [ 37 ] found that better quality of online services results in delighted customers, which ultimately leads to increased loyalty of customers in online banking. Indrasari et al [ 17 ] researched the determinants of user satisfaction and user loyalty in online banking during Covid-19. They found service quality, reliability, application, and website design as significant determinants of user online satisfaction and loyalty.…”

Section: Review Of Literaturementioning

confidence: 99%

Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: mediating role of e-satisfaction

Khan

Arshad

Munir³

2023

Futur Bus J

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This study explores the mediating role of e-satisfaction during the pandemic on the relationship between e-service quality and e-loyalty of banking customers in Pakistan. The data were collected from 442 customers of online banking services in Pakistan during the Covid-19 pandemic, following a survey-based study. Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) and Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) mediation technique which utilizes the bootstrapping method has been used to explore mediation. The findings show that e-service quality has a significant positive effect on the e-loyalty of the customers of online banking services. Relationships between e-service quality and e-loyalty of online banking customers in Pakistan are significantly and fully mediated by their online satisfaction in unusual situations. This study would help the bankers to implement more effective marketing strategies to retain their customers and attract potential customers, particularly during non-normal situations like the Covid-19 pandemic. It will help them identify the areas of e-services that need improvement to enhance the satisfaction and loyalty of the customers. The bootstrap method for mediation along with Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) leads to using a more sophisticated methodological technique to explore the mediation. The Oliver Expectancy-Disconfirmation Paradigm (EDP) in electronic banking setup during non-normal situations like the Covid-19 pandemic also served as a unique contribution to this study. Application of Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) mediation along with Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) leads to more robust findings for the study in non-normal situations like the Covid-19 pandemic. The study findings add scientific value as they are applicable to the banking sector in particular in non-normal situations like the Covid-19 pandemic and the overall service sector in general. Further, as two different methods of mediation have been employed and this makes the study more rigorous and scientific.

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“…Blockchain and smart contracts can be an effective solution to deal with the problems of counterfeiting, data security and privacy, operating costs, and bureaucratic barriers in the circular economy (Christidis, 2016;Saberi et al, 2019;Centobelli et al, 2022). There is an increase in customer confidence in each financial transaction to track product ownership (Jain et al, 2020;Indrasari et al, 2022).…”

Section: Introductionmentioning

confidence: 99%

Transparent distribution system design of halal beef supply chain

Hidayati¹,

Vamelia²,

Hammami³

et al. 2023

10.5267/j.uscm

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Halal food is food whose halal status is regulated by sharia institutions such as LPPOM MUI which is set by the government. The halal status of food must be traced from the process of raw materials, processing, packaging, transportation, and distribution to the final consumer. It is difficult to trace the certainty of halal food, especially beef in Medan City because the supply chain information from upstream to downstream is not transparent. To increase the transparency of beef status and increase consumer confidence, especially Muslim consumers, a distributed and transparent system is needed, where many parties can access the status of food at any time. So Blockchain technology is used to help track the halal status of beef along the supply chain. The purpose of this study is to design a system to obtain information certainty that beef distributed along the supply chain is halal and safe for consumption by utilizing Blockchain technology and to increase public safety and trust in the LPPOM MUI halal certification system. Based on the discussion and research analysis, it is known that the information in the halal beef supply chain in Medan City uses blockchain technology designed with a data security system using smart contracts, where information that has been stored cannot be changed by any party. so that there is a guarantee of information security in the beef supply chain in the city of Medan. This research is expected to support transparency, security, and certainty of information about halal beef in Medan City.

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Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic

Cited by 31 publications

References 1 publication

The Effect Of Security And Trust On Mobile Banking Customer Satisfaction Mediated By Convenience Factors

The Effect Of Security And Trust On Mobile Banking Customer Satisfaction Mediated By Convenience Factors

Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: mediating role of e-satisfaction

Transparent distribution system design of halal beef supply chain

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