The Effect of Self-service Technology Service Quality and Customer Satisfaction toward Loyalty and Behavioural Intentions on E-banking Users

Hardika Widi Satria, Darra Pradita Hidayat

2019

Abstract

Research aims: this study aims to examine the effect of self-service technology service quality and customer satisfaction toward loyalty and behavioural intentions, particularly on e-banking users. Methodology: This study uses a quantitative method based on a questionnaire. The research design used is hypothesis testing that explains phenomena in the form of relationships between variables obtained based on data and facts. This study is used to test hypotheses regarding the effect of SST Service Quality on Loyalty, Customer Satisfaction and Behavioural Intentions, and the impact of Customer Satisfaction on Loyalty and Behavioural Intentions. Practical Implications: This study gives an outlook of an effect between the variable’s relationships toward the e-banking customer. It provides several suggestion and recommendations for the industry of banking in Indonesia to maintain sustainable business toward industrial 4.0 era, which rely heavily on the internet. This study can be an insightful lesson-learned that can be used to create another better virtual banking experience services in Indonesia. Theoretical Implications: This study expands the existing literature on self-service technology service quality, customer satisfaction, loyalty and behavioural intentions by providing a theoretical support of e-banking services in the age of industrial revolution 4.0. It illustrates how the theoretical approach could help the banking industry creating better service that tailored to the customer needs and provide satisfaction to the customer.

Paper Citation

in Harvard Style

Widi Satria H. and Pradita Hidayat D. (2019). The Effect of Self-service Technology Service Quality and Customer Satisfaction toward Loyalty and Behavioural Intentions on E-banking Users. In Proceedings of the 4th International Conference of Vocational Higher Education - Volume 1: ICVHE, ISBN 978-989-758-530-2, pages 304-318. DOI: 10.5220/0010675400002967

in Bibtex Style

@conference{icvhe19,
author={Hardika Widi Satria and Darra Pradita Hidayat},
title={The Effect of Self-service Technology Service Quality and Customer Satisfaction toward Loyalty and Behavioural Intentions on E-banking Users},
booktitle={Proceedings of the 4th International Conference of Vocational Higher Education - Volume 1: ICVHE,},
year={2019},
pages={304-318},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010675400002967},
isbn={978-989-758-530-2},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference of Vocational Higher Education - Volume 1: ICVHE,
TI - The Effect of Self-service Technology Service Quality and Customer Satisfaction toward Loyalty and Behavioural Intentions on E-banking Users
SN - 978-989-758-530-2
AU - Widi Satria H.
AU - Pradita Hidayat D.
PY - 2019
SP - 304
EP - 318
DO - 10.5220/0010675400002967