Management Research Studies Journal
Vol. 1 No. 1 (2020): Management Research Studies Journal

INTERNET BANKING SERVICE QUALITY IN INDONESIA AND ITS IMPACT ON E-CUSTOMER SATISFACTION AND E-CUSTOMER LOYALTY

Yohanes Ferry Cahaya (Unknown)
Indra Siswanti (Unknown)

Article Info

Publish Date
05 Oct 2020

Abstract

This study proposes a model of the effect of internet banking service quality on e customer satisfaction and e customer satisfaction on e customer loyalty in the banking industry in Indonesia. Based on the technology acceptance model, this study aims to expand the model to better understand why consumers are willing or hesitant to adopt internet banking as a means of financial transactions. The researcher proposes a framework that integrates the factors that affect service quality, customer satisfaction, and customer loyalty. Some important implications are also discussed and the proposed model will form the basis of empirical studies.

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Journal Info
Management Research Studies Journal
Website

Abbrev

mrsj

Publisher

Perbanas Institute Jakarta

Subject

Computer Science & IT Economics, Econometrics & Finance Social Sciences

Description

Management Research Studies Journal is a scientific journal published by the Perbanas Institute, which contains scientific articles that are the output of research. The journal has a main focus on the development of management sciences The scope of knowledge includes marketing management, human ...