Asia-Pacific Management and Business Application
Vol 9, No 1 (2020)

Identification of The Dimensions of Bank 4.0 Experiential Quality Based on Millennial Customer Perceptions

luthfi abdillah (Brawijaya University)
Ananda Sabil Hussein (Brawijaya University)
Kusuma Ratnawati (Brawijaya University)



Article Info

Publish Date
31 Aug 2020

Abstract

The development of the Bank 4.0 industry that is reflected through increased experiential quality, which is started with the identification of the dimensions of Bank 4.0 experiential quality is getting popularity for millenial. This research attempt to discover the dimensions of Bank 4.0 experiential quality based on perceptions of millennial customers. Bu surveying 673 millenials and adjusted to the characters of Bank 4.0 and millennial generation this study aims to theoretical and empirically testing the hyotehesis by using SMPLS. Results revelaed that functional quality, convenience, innovations, trust, value, risk mitigation, and security have been empirically proven as dimensions of Bank 4.0 experiential quality based on millennial customer perception.This research was only conducted in the city of Malang, so that research with larger demographic and geographic data sets is needed in order to describe the perceptions of millennial customers more accurately. Further research can be developed with new dimensions that may emerge along with the development of Bank 4.0 in both commercial banks and fintech companies.

Copyrights © 2020






Journal Info

Abbrev

apmba

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

Asia-Pacific Management and Business Application journal (APMBA) is a scholarly journal, publishing internationally leading research across all areas of management. APMBA continuously seeking articles that challenge the affect of globalization through business world through critically informed ...