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首页> 外文会议>International Conference on Islamic Economics and Business >The Effect of Mobile Banking On User Satisfaction and Loyalty through the Quality of Mobile Banking Service (Study on Banks in East Java)
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The Effect of Mobile Banking On User Satisfaction and Loyalty through the Quality of Mobile Banking Service (Study on Banks in East Java)

机译：移动银行对通过移动银行服务质量的用户满意度和忠诚度的影响（东爪哇银行研究）

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Background of this research is dramatic development of Mobile Banking in Indonesia. It is so obvious because m-Banking service has provided an unhampered practical financial transaction through cellular phone such that the user is capable to operate online baking transaction in any times and places. Mobile Banking can be used to access whole online banking transaction including ATM (Automatic Teller Machine), except the cash withdrawal facility. This research is focused on the acceptance and the use of information technology in Mobile Banking, and therefore, the customer of Mobile Banking is categorized as the user. Based on some researches, the system usage becomes a main instrument to accept the technology. Indeed, this research considers Mobile Banking user as the instrument of Mobile Banking acceptance. This research attempts to explore the variables affecting the use of Mobile Banking such as perception of security, perception of new product adoption, perception of IT knowledge, perception of internet connecting quality, and quality of Mobile Banking service. Mobile Banking creates satisfaction and loyalty of the user. Therefore, user satisfaction represents a response and feedback given by the user after using Mobile Banking. The attitude of user toward Mobile Banking becomes a subjective criterion of how like of the user to the system. The analysis tool is Structural Equation Modeling (SEM). Based on the direct effect between variables, it seems that of seven hypotheses proposed, six hypotheses have significant effect and only one has non-significant effect. Result of this research indicates that Mobile Banking service has nonsignificant but positive effect on user loyalty. It shows that the facility of Mobile Banking is not ensuring user loyalty to use Mobile Banking. The progression of telecommunication technology and banking technology is introducing the user with new application and new facility. However, it is not increasing user loyalty to certain service because the user is using the service based on the demand.
机译：这项研究的背景是印度尼西亚移动银行的戏剧性发展。它是如此明显，因为M-Banking Service通过蜂窝电话提供了无懈可击的实际财务交易，使用户能够在任何时候都在线烘焙交易。除现金提取设施外，移动银行可用于访问包括ATM（自动柜员机）的整体网上银行交易。本研究专注于接受和使用信息技术在移动银行业务中，因此，移动银行客户的客户被视为用户。基于一些研究，系统使用成为接受该技术的主要仪器。实际上，本研究将移动银行用户视为手机银行接受的仪器。这项研究试图探讨影响移动银行使用的变量，例如对安全性的看法，对新产品采用的看法，IT知识的看法，互联网连接质量的看法以及移动银行服务的质量。手机银行创造了用户的满意度和忠诚。因此，用户满意表示用户在使用移动银行后由用户提供的响应和反馈。用户对移动银行的态度成为如何对系统的主观标准。分析工具是结构方程建模（SEM）。基于变量之间的直接效应，似乎七个假设提出，六个假设具有显着效果，只有一个具有非显着效果。该研究的结果表明，移动银行业务对用户忠诚度的积极影响。它表明，移动银行业务的设施不是确保用户忠诚使用移动银行业务。电信技术和银行技术的进展正在推出用户新的应用程序和新设施。但是，由于用户根据需求使用该服务，它不会增加对某些服务的忠诚度。

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