THE EFFECT OF PERCEIVED USEFULNESS, PERCEIVED EASE OF USE IN DIGITAL BANKING SERVICES TOWARD CUSTOMER LOYALTY WITH USER’S TRUST AS MEDIATOR

Mulyaningsih, Sri (2022) THE EFFECT OF PERCEIVED USEFULNESS, PERCEIVED EASE OF USE IN DIGITAL BANKING SERVICES TOWARD CUSTOMER LOYALTY WITH USER’S TRUST AS MEDIATOR. Tesis (S2) - thesis, UNIVERSITAS BAKRIE.

[thumbnail of COVER]
Preview
 Text (COVER)
00. Cover.pdf - Submitted Version
Download (607kB) | Preview
[thumbnail of BAB I, BAB II, BAB III] Text (BAB I, BAB II, BAB III)
01. BAB I-III.pdf - Submitted Version
Restricted to Registered users only
Download (1MB)
[thumbnail of BAB IV] Text (BAB IV)
02. BAB IV.pdf - Submitted Version
Restricted to Registered users only
Download (1MB)
[thumbnail of BAB V] Text (BAB V)
03. BAB V.pdf - Submitted Version
Restricted to Registered users only
Download (558kB)
[thumbnail of DAFTAR PUSTAKA]
Preview
 Text (DAFTAR PUSTAKA)
04. BAB Daftar Pustaka.pdf - Submitted Version
Download (525kB) | Preview
[thumbnail of LAMPIRAN] Text (LAMPIRAN)
05. Lampiran.pdf - Submitted Version
Restricted to Registered users only
Download (685kB)

Abstract

In today's market, where every bank is striving to digitalize traditional banking products and services through digital channels, it is critical to understand what factors drive customer loyalty in digital banking. This paper aims to examine any elements that contribute to customer lotalty in Digital Banks. The data was collected through questionnaire from 250 existing customers of Digital Bank in Jakarta & greater Jakarta, Indonesia. The process of analyzing data was using Structural Equation Modeling (SEM) through Partial Least Squares (PLS). The result showed that perceived usefulness, perceived ease of use and customer trust have a positive effect on customer loyalty in the digital banking. While perceived ease of use affects customer’s trust, perceived usefulness has no effect on the trust.

Item Type: Thesis (Tesis (S2) - )
Uncontrolled Keywords: Digital Banking, Perceived Usefulness, Perceived Ease of Use, Trust, Customer Loyalty
Subjects: Finance > Bank and Banking
Customer Behavior
Finance > Finance Management
Thesis > Thesis (S2)
Divisions: Fakultas Ekonomi dan Ilmu Sosial > Program Studi Manajemen
Depositing User: Sri Mulyaningsih
Date Deposited: 18 Aug 2022 04:21
Last Modified: 18 Aug 2022 04:21
URI: https://repository.bakrie.ac.id/id/eprint/6437

Actions (login required)

View Item View Item