Digital Banking, Customer Experience, and Islamic Bank Financial Performance in Indonesia

Vera Vebiana

2019

Abstract

The purpose is to see the relationship between Convenience, Functional Quality, Digital Banking Service Quality, Brand / Trust, Customer Engagement, Digital Banking Innovation, Customer Experience, Customer Satisfaction, Customer Loyalty, and Financial Performance of Islamic Banks. The determinants of customer experience in digital banking can be seen in the quality of services and can be directly accepted by the uses and risks. This study taken directly from the field using questionnaire data with a total of 229 respondents. The analysis technique used is path analysis with the Partial Least Square Structural Equation Model (PLS-SEM). The results of this study indicate that digital banking obtained through Convenience, Brand / Trust, Employee Customer Engagement, Digital Banking Innovation has a positive and significant influence on customer experience. The results of this study can produce an assessment for companies to be able to improve bank performance in serving customers that have an impact on bank income.

Paper Citation

in Harvard Style

Vebiana V. (2019). Digital Banking, Customer Experience, and Islamic Bank Financial Performance in Indonesia.In Proceedings of the International Conference on Creative Economics, Tourism and Information Management - Volume 1: ICCETIM, ISBN 978-989-758-451-0, pages 249-255. DOI: 10.5220/0009868002490255

in Bibtex Style

@conference{iccetim19,
author={Vera Vebiana},
title={Digital Banking, Customer Experience, and Islamic Bank Financial Performance in Indonesia},
booktitle={Proceedings of the International Conference on Creative Economics, Tourism and Information Management - Volume 1: ICCETIM,},
year={2019},
pages={249-255},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009868002490255},
isbn={978-989-758-451-0},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference on Creative Economics, Tourism and Information Management - Volume 1: ICCETIM,
TI - Digital Banking, Customer Experience, and Islamic Bank Financial Performance in Indonesia
SN - 978-989-758-451-0
AU - Vebiana V.
PY - 2019
SP - 249
EP - 255
DO - 10.5220/0009868002490255