Measuring Customer Satisfaction Level of Mobile Banking: A Study on Indonesian Bank
Keywords:Mobile banking, Customer satisfaction, Customer loyalty, Indonesia
Mobile banking usage in Indonesia increased significantly in the last decade. This research’s objective is to identify factors affecting customer satisfaction level in mobile banking usage and to understand contributing factors in keeping loyalty of mobile banking customers. The sampling is taken from customers of one of Indonesian bank to measure satisfaction based on six dimensions: user-interface design, usefulness, reliability, relative advantage, perception on risk and ease of use. The correlation between overall customer satisfaction and intend to recommend also was reviewed. A survey to collect data from one of Indonesian Banks resulted 297 valid respondents were received. The results support hypotheses on user-interface design, reliability and ease of use, which significantly affect customer satisfaction. Customer satisfaction, in turn, have positively related to intend to recommend.
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