How mobile banking service quality influence customer satisfaction of generation x and y?

Authors: Rahmat Trialih, Endang Siti Astuti, Devi Farah Azizah, Yusi Tyroni Mursityo, Miftakhul Dwi Saputro, Saide Saide, Yudha Alief Aprilian, Afian Syafaadi Rizki

Abstract: 

This study addresses satisfaction of generation X and Y as customer to mobile banking service quality of bank ABC in Indonesia. This research purposes to find out how mobile banking service quality influences the customer satisfaction especially in generation X and Y. While most studies relating to bank customers of generation X and Y have not received much attention even though these two generations are the customer majority that Indonesian bank owned currently. This research uses quantitative approach with descriptive research type. The sample number of this research is 100 respondents. We conclude that the mobile banking service quality has positive influence to customer satisfaction. Finally, recommendations and implications are discussed to help improving their mobile service to make the company remain competitive and keep the customers satisfied.

Full article: https://ieeexplore.ieee.org/abstract/document/8539720 

Saide Saide received the bachelor’s degree with the Department of Information System, Faculty of Science and Technology, Universitas Islam Negeri Sultan Syarif Kasim Riau-UIN SUSKA Riau, Indonesia, in 2013, the master’s degree from the Department of Information Management, National Taiwan University of Science and Technology, Taipei, Taiwan, in 2016, and the master’s degree from the Departmentof Information System, Sepuluh Nopember Instituteof Technology (ITS Surabaya), Surabaya, Indonesia, in 2016, all in information systems and knowledge management. He is currently a Lecturer with the Department of Information System, Facultyof Science and Technology, Universitas Islam Negeri Sultan Syarif Kasim Riau - UIN SUSKA Riau. He was a Visiting Scholar and Research Collaboration withTampere University, Finland, a Researcher with the Department of Information Management, National Taiwan University of Science and Technology, a Project Management with EnReach - Energy Research Center, UIN SUSKA Riau, Indonesia. He has authored numerous articles published in SSCI/SCI journals such as Big Data, Technology Analysis & Strategic Management, IEEE Transactions on Engineering Management, and Journal of Enterprise Information Management, International Journal of Innovation Management, Journal of Science and Technology Policy Management, and International Journal of Business and Society. His research interests include knowledge management, information system, and IT-business strategy.