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Journal : Malcom: Indonesian Journal of Machine Learning and Computer Science

Analysis of The Influence of Service Quality on Customer Satisfaction and Its Impact on Reuse Intention of Mobile Banking Payment in E-Commerce Transactions Susanto Susanto; Farid Wahyudi; Swasta Bangun; Tanti Widia Nurdiani; Hery Purnomo
MALCOM: Indonesian Journal of Machine Learning and Computer Science Vol. 3 No. 2 (2023): MALCOM October 2023
Publisher : Institut Riset dan Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57152/malcom.v3i2.933

Abstract

This study intends to determine how consumer satisfaction with mobile banking services affects repurchase interest. Customers of Jabodetabek who utilize mobile banking make up the study's sample. Purposive sampling was used in this investigation, and a non-probability sample of 100 participants was used. Questionnaires will be used by researchers to collect data. The structural equation method of partial least squares, or SEM-PLS, is employed in this study. Higher-order formative and lower-order reflecting constructs were utilised in this study. According to the study's findings, the level of mobile banking services directly affects repurchase interest. The effectiveness of mobile banking services directly affects how satisfied customers are. Repurchase interest is directly influenced by customer satisfaction. Customer satisfaction has an indirect impact on repurchase interest through the quality of mobile banking services. Customer interest in repurchasing mobile applications for e-commerce payment services is influenced by service quality. Customers will be satisfied with good service quality in mobile applications, particularly in e-commerce payment services. It has been demonstrated that the positive indirect effect of mobile banking services is moderated by customers' satisfaction with e-commerce payment services provided by mobile banking.
Co-Authors A. Hamid Abdul Rosid Agustin Setyo Ningsih Ainul Sholikah Alisa Mayang Ningrum Amin Tohari Anggita Sri Riyanti Anitria Urbaningrum Wahyudi Anton Yuliansyah Apay Safari* Ardi Shina Toya Sahara Arief Nuryana Artika Candra Mei Susilo Asis Sundari Sukma Intan Margasiwi Asri Ady Bakri Ayu Ninditya Badrus Zaman Badrus Zaman Basthoumi Muslih Cindya Alam Prameswari Putri Clarencia Mirnanda Veronica Dahlia Amelia Dendy K Pramudito DENI WAHYU EKA WIJAYA Dinda Martalina Anwar Dodi Kusuma Hadi S Dodi Kusuma Hadi Soejoko Dodi Kusuma Hadi Soejoko Dyah Ayu Eka Putri Egidius Fkun Elsa Unung Terisma Endang Meliani Eva Desembrianita Farid Wahyudi Fauji, Diah Ayu septi Fitri Rochaniyah Floren Acnestania Friska Monika Putri Gina Novianti Rahayu Imeelda Pevio Arta Mevia S.J Irdiana, Sukma Islami Dien Azizah Isna Zuliatun Nikmah Isnaini Sakbania Khafidzatu Nadhila Khusna Fatimatus Syahroq Kurniawan, Rony Lifsa Belviana Lilia Pasca Riani M.Taufik Tohari Martha Yogi Pratama Martina Dwi Anggraini Megandhi Gusti Wardhana Meylany Ulfa Sari Mochammad Agus Syifaudin Al Maghribi Muhammad Andre Arif Wahyu Saputra Muhammad Bayu Andaresa Muhammad Fu'at Chasan Musran Munizu Nety Novita Hariyani Nova Ayu Sharafika Novita Gunawan Olyvia Deva Magdalena Ratna Puji Lestari Rima Dana Paramita Rima Pujiati Rino Sardanto Rino Sardanto Safitri Alfinasari Samari Samari Samari Samari Samari Sarwo Hakim Sigit Ratnanto Sigit Ratnanto Ratnanto Sigit Wisnu Setya Bhirawa Silvia Ekasari Siska Yunia Arismawati Subagyo Subagyo Subagyo, Subagyo Sugiono Sugiono Sugiono Susanto Susanto Swasta Bangun Syeh Assery Tanti Widia Nurdiani Tri Endar Susianto Triana Dewi Wahyuni Trisnaning Windy Damawati Yanti Setianti Yenny Dwi Artini Yudiyanto Joko Purnomo Yulia Novita Yusril Rochmad Widiar Zuliani Zulistiani, Zulistiani