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

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

doi:10.1109/ICTC.2018.8539720

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

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

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

8 Citations (Scopus)

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.

Original language	English
Title of host publication	9th International Conference on Information and Communication Technology Convergence
Subtitle of host publication	ICT Convergence Powered by Smart Intelligence, ICTC 2018
Publisher	Institute of Electrical and Electronics Engineers Inc.
Pages	827-832
Number of pages	6
ISBN (Electronic)	9781538650400
DOIs	https://doi.org/10.1109/ICTC.2018.8539720
Publication status	Published - 16 Nov 2018
Event	9th International Conference on Information and Communication Technology Convergence, ICTC 2018 - Jeju Island, Korea, Republic of Duration: 17 Oct 2018 → 19 Oct 2018

Publication series

Name	9th International Conference on Information and Communication Technology Convergence: ICT Convergence Powered by Smart Intelligence, ICTC 2018

Conference

Conference	9th International Conference on Information and Communication Technology Convergence, ICTC 2018
Country/Territory	Korea, Republic of
City	Jeju Island
Period	17/10/18 → 19/10/18

Keywords

Customer Satisfaction
Generations Theory
Mobile Banking
Service Quality

Access to Document

10.1109/ICTC.2018.8539720

Cite this

Trialih, R., Astuti, E. S., Farah Azizah, D., Mursityo, Y. T., Dwi Saputro, M., Saide, Aprilian, Y. A., & Rizki, A. S. (2018). How mobile banking service quality influence customer satisfaction of generation x and y? In 9th International Conference on Information and Communication Technology Convergence: ICT Convergence Powered by Smart Intelligence, ICTC 2018 (pp. 827-832). Article 8539720 (9th International Conference on Information and Communication Technology Convergence: ICT Convergence Powered by Smart Intelligence, ICTC 2018). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/ICTC.2018.8539720

Trialih, Rahmat ; Astuti, Endang Siti ; Farah Azizah, Devi et al. / How mobile banking service quality influence customer satisfaction of generation x and y?. 9th International Conference on Information and Communication Technology Convergence: ICT Convergence Powered by Smart Intelligence, ICTC 2018. Institute of Electrical and Electronics Engineers Inc., 2018. pp. 827-832 (9th International Conference on Information and Communication Technology Convergence: ICT Convergence Powered by Smart Intelligence, ICTC 2018).

@inproceedings{d85da258f149468fa6a91fe2ebd03efc,

title = "How mobile banking service quality influence customer satisfaction of generation x and y?",

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.",

keywords = "Customer Satisfaction, Generations Theory, Mobile Banking, Service Quality",

author = "Rahmat Trialih and Astuti, \{Endang Siti\} and \{Farah Azizah\}, Devi and Mursityo, \{Yusi Tyroni\} and \{Dwi Saputro\}, Miftakhul and Saide and Aprilian, \{Yudha Alief\} and Rizki, \{Afian Syafaadi\}",

note = "Publisher Copyright: {\textcopyright} 2018 IEEE.; 9th International Conference on Information and Communication Technology Convergence, ICTC 2018 ; Conference date: 17-10-2018 Through 19-10-2018",

year = "2018",

month = nov,

day = "16",

doi = "10.1109/ICTC.2018.8539720",

language = "English",

series = "9th International Conference on Information and Communication Technology Convergence: ICT Convergence Powered by Smart Intelligence, ICTC 2018",

publisher = "Institute of Electrical and Electronics Engineers Inc.",

pages = "827--832",

booktitle = "9th International Conference on Information and Communication Technology Convergence",

}

Trialih, R, Astuti, ES, Farah Azizah, D , Mursityo, YT, Dwi Saputro, M, Saide, Aprilian, YA & Rizki, AS 2018, How mobile banking service quality influence customer satisfaction of generation x and y? in 9th International Conference on Information and Communication Technology Convergence: ICT Convergence Powered by Smart Intelligence, ICTC 2018., 8539720, 9th International Conference on Information and Communication Technology Convergence: ICT Convergence Powered by Smart Intelligence, ICTC 2018, Institute of Electrical and Electronics Engineers Inc., pp. 827-832, 9th International Conference on Information and Communication Technology Convergence, ICTC 2018, Jeju Island, Korea, Republic of, 17/10/18. https://doi.org/10.1109/ICTC.2018.8539720

How mobile banking service quality influence customer satisfaction of generation x and y? / Trialih, Rahmat; Astuti, Endang Siti; Farah Azizah, Devi et al.
9th International Conference on Information and Communication Technology Convergence: ICT Convergence Powered by Smart Intelligence, ICTC 2018. Institute of Electrical and Electronics Engineers Inc., 2018. p. 827-832 8539720 (9th International Conference on Information and Communication Technology Convergence: ICT Convergence Powered by Smart Intelligence, ICTC 2018).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review