Do e-service quality and e-recovery service quality affect e-satisfaction? A study on mobile banking users
Keywords:
mobile banking, e-service quality, e-recovery service quality, e-satisfactionAbstract
Purpose — This study aims to analyze the roles of e-service quality and e-recovery service quality on e-satisfaction in the mobile banking app.
Method — The research method was conducted quantitatively using a descriptive-analytic method and verification analysis. A survey was conducted using a questionnaire instrument with 400 samples of active Indonesian mobile banking users. The collected data were analyzed using multiple regression analysis.
Result — This study found that e-service quality and e-recovery service played a significant role in influencing the e-satisfaction of the users, both simultaneously and partially. The role of these two competencies is positive, indicating the progressive impact of e-service quality and e-recovery service quality on the users' e-satisfaction.
Contribution — This research makes a significant academic contribution by providing valuable insights into the intricacies of e-service quality and e-recovery service quality concepts and their coherence with customer satisfaction in the context of marketing services, while also offering relevant and updated insights into the mobile banking subsector within the digital business landscape.
Downloads
References
Ahmed, R. R., Romeika, G., Kauliene, R., Streimikis, J., & Dapkus, R. (2020). ES-QUAL model and customer satisfaction in online banking: Evidence from multivariate analysis techniques. In Oeconomia Copernicana (Vol. 11, Issue 1). https://doi.org/10.24136/oc.2020.003
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust. International Journal of Marketing Studies, 9(2), 92. https://doi.org/10.5539/ijms.v9n2p92
Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the effect of electronic banking service quality on customer satisfaction and loyalty?: an implication for technological innovation. Journal of Innovation and Entrepreneurship. https://doi.org/10.1186/s13731-023-00287-y
Bank Indonesia. (2019). Laporan Tahunan 2019: Sinergi, Transformasi, dan Inovasi Menuju Indonesia Maju. https://www.bi.go.id/id/publikasi/laporan/Documents/LTBI_2019-ID.pdf
Bank Indonesia. (2020). Laporan Tahunan Bank Indonesia 2020: Bersinergi Membangun Optimisme Pemulihan Ekonomi. In Bank Indonesia. https://www.bi.go.id/id/publikasi/laporan/Documents/Laporan-Akuntabilitas-Bank-Indonesia-2020.pdf
Bank Indonesia. (2021). Laporan Tahunan 2021: Bangkit dan Optimis (Transformasi Kebijakan dan Kelembagaan untuk Pemulihan Ekonomi). https://www.bi.go.id/id/publikasi/laporan/Documents/LTBI-2021_.pdf
Das, H. R., Rao, P. S., Kamath, G. B., & Shiva Prasad, H. C. (2019). Influence of E-marketing strategy on customer satisfaction. International Journal of Innovative Technology and Exploring Engineering, 8(9 Special Issue 3), 289–292. https://doi.org/10.35940/ijitee.I3053.0789S319
Hammoud, J., Bizri, R. M., & Baba, I. El. (2018). The Impact of E-Banking Service Quality on Customer Satisfaction?: Evidence From the Lebanese Banking Sector. SAGE Open. https://doi.org/10.1177/2158244018790633
Haralayya, B., Datta Khan, S., Wankhede, S., Haralayya, B., Khan, B., & Vamsi Krishna. (2022). a Study on Service Quality Dimensions and Factors Affecting Customer Satisfaction in E-Banking Functionality. Korea Review of International Studies, 15(41). https://www.researchgate.net/publication/367380418
Hidayah, R. T., & Utami, E. M. (2017). E-Service Quality and E–Recovery Service Quality on E–Satisfaction Lazada.Com. JRMSI - Jurnal Riset Manajemen Sains Indonesia, 8(2), 258–274. https://doi.org/10.21009/jrmsi.008.2.05
Islam, S., & Himel, S. H. (2015). Determinants of Customers ’ Satisfaction for Mobile Banking Services?: A Study on the Private Banking Sector in Bangladesh. Journal of Business Studies, XXXVI(3).
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi, M., Sulistyo, A. B., & Purwanto, A. (2021). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477–486. https://doi.org/10.5267/j.ijdns.2021.12.006
Makmuriyah, A. N., & Vanni, K. M. (2020). Eduka?: Jurnal Pendidikan, Hukum, dan Bisnis. Eduka: Jurnal Pendidikan Hukum Dan Bisnis, 5(1), 37–44.
Marliyah, M., Ridwan, M., & Sari, A. K. (2021). The effect of e-Service quality on qatisfaction and its impact on customer loyalty of mobile banking users. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 2717–2729.
Mashaqi, E., Al-Hajri, S., Alshurideh, M., & Al Kurdi, B. (2020). the Impact of E-Service Quality, E-Recovery Services on E-Loyalty in Online Shopping: Theoretical Foundation and Qualitative Proof. PalArch’s Journal of Archaeology of Egypt/Egyptology, 17(10), 2291–2316.
Mathew, S., Ajay, J., Goplakrishnan, R., & Chacko, D. P. (2020). Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context. Benchmarking An International Journal, 27(6), 1951–1980. https://doi.org/10.1108/BIJ-07-2019-0323
Oliver, A. (2021). Ketahui Pengalaman Pelangganmu dengan Menghitung Customer Satisfaction Score (CSAT). Glints. https://glints.com/id/lowongan/customer-satisfaction-score/
Palací, F., Salcedo, A., & Topa, G. (2019). Cognitive and affective antecedents of consumers’ satisfaction: A systematic review of two research approaches. Sustainability (Switzerland), 11(2). https://doi.org/10.3390/su11020431
Poon, W. C., & Lee, C. K. C. (2012). E-Service Quality: An Empirical Investigation. Journal of Asia-Pacific Business, 13(3), 229–262. https://doi.org/10.1080/10599231.2012.690682
Populix. (2022). Consumer Preference Towards Banking and E-Wallet Apps. In Populix. https://info.populix.co/report/digital-banking-survey/
Pradana, J., Edris, M., & Sutono. (2022). Analisis Online Marketing, E-service Quality, E-recovery Service Qualit Terhadap Loyalitas melalui Kepuasan Konsumen Pengguna SHOPEE di Kabupaten Kudus. Jurnal Studi Manajemen Bisnis, 02(01), 1–28.
Pradnyadewi, L. P. A., & Giantari, I. A. . (2022). Effect of E-Service Quality on Customer Satisfaction and Customer Loyalty on Tokopedia Customers in Denpasar. European Journal of Business and Management Research, 7(2), 200–204. https://doi.org/10.24018/ejbmr.2022.7.2.1297
Rahman, A., Hasan, M., & Mia, A. (2017). Mobile Banking Service Quality and Customer Satisfaction in Bangladesh?: An Analysis. The Cost and Management, 45(2), 25–32.
Ramadania, R. (2021). E-S-Qual and E-Recs-Qual Toward Customer Satisfaction, Trust and Loyalty in Electronic Banking Services During The Covid-19 Pandemic. Matrik?: Jurnal Manajemen, Strategi Bisnis Dan Kewirausahaan, 15(1), 100. https://doi.org/10.24843/matrik:jmbk.2021.v15.i01.p09
Sasono, I., Jubaedi, A. D., Novitasari, D., Wiyono, N., Riyanto, R., Oktabrianto, O., Jainuri, J., & Waruwu, H. (2021). The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia. Journal of Asian Finance, Economics and Business, 8(4), 465–473. https://doi.org/10.13106/jafeb.2021.vol8.no4.0465
Sathiyavany, N., & Shivany, S. (2018). E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty: A conceptual Model. The International Journal of Social Sciences and Humanities Invention, 5(6), 4808–4819. https://doi.org/10.18535/ijsshi/v5i6.08
Sembiring, R. L., & Pandjaitan, D. R. H. (2022). The influence of website design , e-service quality , and e-recovery service quality of Lampung ecotourism on visitor satisfaction. 1(3), 279–285.
Shafiee, M. M., & Bazargan, N. A. (2018). Behavioral customer loyalty in online shopping: The role of e-service quality and e-recovery. Journal of Theoretical and Applied Electronic Commerce Research, 13(1), 26–38. https://doi.org/10.4067/S0718-18762018000100103
Shahria, G., & Jahan, N. (2022). PLS-SEM Based Analysis of Customer Satisfaction of Mobile Banking in Bangladesh?: A Study on Users ’ Perspective. BGC Trust University Journal, 06(July 2022), 318–348.
Singh, S. (2019). Measuring E-Service Quality and Customer Satisfaction with Internet Banking in India. Theoretical Economics Letters, 09(02), 308–326. https://doi.org/10.4236/tel.2019.92023
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alphabet.
Tahir, R. (2023). BISNIS DIGITAL (Strategi Administrasi Bisnis Digital untuk Menghadapi Masa Depan (A. Juansa (ed.); Cetakan pe, pp. 104–116). PT. Sonpedia Publishin Indonesia.
Tambusai, S. R. K., Suharyono, & Pangestuti, E. (2019). Pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap E-Customer Satisfaction Dan E-Customer Loyalty. Profit, 13(02), 72–79. https://doi.org/10.21776/ub.profit.2019.013.02.8
Ting, O. S., Ariff, M. S., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). E-Service Quality , E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market?; Evidence form Malaysia. IP Conf. Series: Materials Science and Engineering, 131. https://doi.org/10.1088/1757-899X/131/1/012012
Tjiptono, F., & Diana, A. (2019). Kepuasan Pelanggan: Konsep, Pengukuran, dan Strategi. Andi.
Tjiptono, F., & Gregorius, C. (2017). Pemasaran Strategik (Edisi ketiga). Andi.
Tobagus, A. (2018). Pengaruh E-service Quality terhadap E-satisfaction pada Pengguna di Situs Tokopedia. AGORA, 6(1), 1–10. https://doi.org/10.4324/9781315659657-13
Yu, J., & Nuangjamnong, C. (2022). The Impact of Mobile Banking Service on Customer Satisfaction?: A Case Study of Commercial Banks in China. United International Journal for Research & Technology, 03(10), 43–64.
Yunita, K. R., Dachyar, M., & Gabriel, D. S. (2021). Service Quality Improvement Design For Business Trading License in Electronic Integrated Licensing Service. Proceedings of the 11th Annual International Conference on Industrial Engineering and Operations Management Singapore, 1749–1759.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm (Seventh Ed). McGraw-Hill Education.
Downloads
Published
Issue
Section
License
Copyright (c) 2023 Annita Maharani Kamil, Dian Fordian
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
