The Relationship between E-Service Quality and User Satisfaction Regarding the Use of Mobile Banking in The Banking Industry

The Effect of Responsiveness, Reliability, Ease, Security, and Aesthetics on Customers’ Satisfaction Using Mobile Banking

“…It implies that the bank can improve better security from time to time so that customers feel more secure in the use of mobile banking. This result is in line with research by Jannat and Ahmed (2015), Uwalaka and Eze (2020), Asfour and Haddad (2014), Sari et al (2018).…”

“…This shows that the ease of use of mobile banking affects the level of customer satisfaction in the use of mobile banking. These results are in line with those by Jannat and Ahmed (2015), Uwalaka and Eze (2020), Asfour and Haddad (2014), Sari et al (2018), Ketema and Selassie (2020) 5) The p-value for the influence of Responsiveness on Customer Satisfaction is 0.599 with a tstatistic of 0.526 and a positive path coefficient of 0.035. Due to the p-value> 0.05 and t-statistic < 1.65 and the path coefficient is positive.…”

“…In service security is the most important factor for the target segment when customers decide to choose mobile banking. The most important issues that customers have found in e-commerce are privacy and security (Sari et al, 2018). They think that online service owners need to provide guarantees in terms of privacy and security so that the customer can increase their trust.…”

“…Ease is defined as the customer in which they expect that they do not need to use the system with great effort (Al-Hawary and Al-Smeran, 2017) while the perceived ease of use of the system is a system that does not stress the customers to interact so that they expect that the system is useful (Sari et al, 2018). Therefore, ease of use basically affects consumer satisfaction (Ketema and Selassie, 2020).…”

Influence of Customer Intimacy Strategy on Organisations’ Competitiveness in Tier III Category of Commercial Banks in Kenya

“…In this context, Saputra and Rekarti (2021) link the perceived usefulness, perceived ease of use, and perceived security aspects with the adoption of mobile banking in Indonesia. On the other hand, Marliyah et al (2021), andSari et al (2019) link service quality and customer satisfaction with mobile banking usage. The adoption and utilisation of electronic banking have further been perceived as a source of competitive advantage through the improvement of customer satisfaction, as noted by Ngaida (2020) Within the context of Pakistan commercial banks, Hussain and Siddiqui (2021) examined the role of customer intimacy strategy on customer loyalty and intention to leave among customers of Islamic banking.…”