Effect of E-Service Quality on E-Satisfaction in Using Mobile Banking Through User Experience at Bank Sumut

Muhammad Ginting

2022

Abstract

: Today’s banks face a big challenge where they must provide the best quality of service (e-service quality) and offer experience for customers to create customer satisfaction (e-satisfaction) in the era of digital banking. The analysis approach is qualitative and quantitative with descriptive. The results of the questionnaire given to 81 people were collected. The results of the study provide empirical evidence that there is a significant effect between e-service quality and user experience has a significant effect on e-satisfaction, e-service quality has a significant effect on user experience and e-service quality has a significant effect on e-satisfaction through user experience.

Paper Citation

in Harvard Style

Ginting M. (2022). Effect of E-Service Quality on E-Satisfaction in Using Mobile Banking Through User Experience at Bank Sumut. In Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP, ISBN 978-989-758-618-7, SciTePress, pages 85-90. DOI: 10.5220/0011518600003460

in Bibtex Style

@conference{icosop22,
author={Muhammad Ginting},
title={Effect of E-Service Quality on E-Satisfaction in Using Mobile Banking Through User Experience at Bank Sumut},
booktitle={Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP,},
year={2022},
pages={85-90},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011518600003460},
isbn={978-989-758-618-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP,
TI - Effect of E-Service Quality on E-Satisfaction in Using Mobile Banking Through User Experience at Bank Sumut
SN - 978-989-758-618-7
AU - Ginting M.
PY - 2022
SP - 85
EP - 90
DO - 10.5220/0011518600003460
PB - SciTePress