Internet Banking Service Quality in Indonesia and Its Impact on E-Customer Satisfaction and E-Customer Loyalty

Abstract

This study proposes a model of the effect of internet banking service quality on e customer satisfaction and e customer satisfaction on e customer loyalty in the banking industry in Indonesia. Based on the technology acceptance model, this study aims to expand the model to better understand why consumers are willing or hesitant to adopt internet banking as a means of financial transactions. The researcher proposes a framework that integrates the factors that affect service quality, customer satisfaction, and customer loyalty. Some important implications are also discussed and the proposed model will form the basis of empirical studies.

A study on driving factors for enhancing financial performance and customer-centricity through digital banking

“…4.9 E-loyalty E-loyality is defined as a customer's intention and behaviour to continue using the DB platform and to recommend it to others (Klaus and Maklan, 2013). Customer retention is distinguished by the propensity of consumers to maintain consumption of particular banking websites, regular visits, substantial site interaction and increased adoption of digital and electronic banking services (Cahaya and Siswanti, 2020;Cahaya et al, 2023;Tran et al, 2023). E-loyalty can be influenced by the bank model used, specifically internet-only or click-and-mortar, whereby click-and-mortar bank consumers demonstrate greater levels of loyalty (Kaabachi et al, 2019).…”

The Effect of E-Service Quality and E-Trust on Customer Loyalty and Mediating Customer Satisfaction of Internet Banking Users

“…Internet banking in today's millennial era is an important thing needed by all people who are literate in information systems. This requires adoption and adaptation to this system (Cahaya & Siswanti, 2020). Integrated internet channels make it easier to service customer problems efficiently (Islam et al, 2019).…”