The Effect of Satisfaction and Ease of Use on Loyalty and Its Impact on the Positive Word of Mouth of MBca Users in Bandar Lampung
Abstract
The development of information technology, telecommunications and the internet has led to the emergence of various internet-based business applications. One of the banks that utilizes internet technology in serving its customers is Bank Central Asia (BCA) with MBca Mobile. The problem of this research is whether the variables of satisfaction and usability have an influence on loyalty and have an impact on positive word of mouth for mBca users. This study aims to determine the effect of satisfaction and usability on loyalty and its impact on positive word of mouth of mBca users. The sample of this study amounted to 150 and analyzed using multiple linear regression. The results of the study note that the role of the satisfaction variable as a usability mediating variable to form loyalty and has a relatively large positive impact on word of mouth. So that all hypotheses in this study can be accepted. The suggestion put forward is that BCA needs to improve the MBca service connection so that failures when consumers transact can be avoided by working with telecommunications providers so that they get guaranteed reliable internet connections. As well as increasing the operator's ability can be done with training so that the speed and accuracy of the service can be increased.References
Amin, Muslim. “Internet Banking Service Quality and Its Implication on E-Customer Satisfactionand e-Customer Loyalty ".” International Journal of Bank Marketing 34, no. 3 (2016): 280–306.
Baumann, C, G Elliott, and H Hamin. “Modelling Customer Loyalty in Financial Services: A Hybrid of Formative and Reflective Constructs”.” International Journal of Bank Marketing 29, no. 3 (2011): 247–67.
Bressolles, G, F Durrieu, and S Senecal. “A Consumer Typology Based on E-Service Quality and e-Satisfaction”.” Journal of Retailing and Consumer Services 21, no. 6 (2014): 889–96.
Chen, R.-F., J.-L. Hsiao, and H.-G. Hwang. “Measuring Customer Satisfaction of Internet Banking in Taiwan: Scale Development and Validation”.” Total Quality Management & Business Excellence 23, no. 7/8 (2012): 749–67.
Choudhury, K. “Service Quality and Customers’ Purchase Intentions: An Empirical Study of the Indian Banking Sector”.” International Journal of Bank Marketing 31, no. 7 (2013): 529–43.
Esterik-Plasmeijer, Pauline W.J. van, and W. Fred van Raaij. “Banking System Trust, Bank Trust, and Bank Loyalty.” International Journal of Bank Marketing 35, no. 1 (2017): 97–111. https://doi.org/10.1108/IJBM-12-2015-0195/FULL/PDF.
Guinalíu. “Role of Satisfaction and Website Usability Indeveloping Customer Loyalty and Positive Word-of-Mouth in the e-Banking Services".” International Journal ofBank Marketing 26, no. 6 (2008): 399–417.
Ismail, Miran Hussien Rasha Abd El Aziz. “E-Banking Service Quality in One of Egypt’sbanks: A Stakeholder Analysis".” The TQM Journal 25, no. 5 (2013): 557–76.
Jannah, Lina Miftahul. Metode Penelitian Kuantitatif. Rajawali Press, 2019.
Kassim, Norizan Mohd andAbdel Kader Mohammed Ahmed Abdulla. “The Influence of Attraction Oninternet Banking: An Extension Tothe Trust-Relationship Commitment Model.” International Journal of BankMarketingVol 24, no. 6 (2016): 2006 424-442.
Kotler, P, and KL Keller. “Marketing Management,” 2014.
Ranaweera, C, and M Sigala. “From Service Quality to Service Theory and Practice”.” Journal of Service Theory and Practice 25, no. 1 (2015): 2–9.
Ranjan, K R, P Sugathan, A Rossmann, and C Martin. “A Narrative Review and Metaanalysis of Service Interaction Quality: New Research Directions and Implications”.” Journal of Services Marketing 29, no. 1 (2015): 3–14.
Raza, S A, S T Jawaid, A Hassan, and B Burton. “Internet Banking and Customer Satisfaction in Pakistan”.” Qualitative Research in Financial Markets 7, no. 1 (2015): 24–36.
Rezaei, S, M Amin, and W K Wan Ismail. “Online Repatronage Intention: An Empirical Study among Malaysian Experienced Online Shoppers”.” International Journal of Retail & Distribution Management 42, no. 5 (2014): 390–421.
Salegna, Gary. “Classification Model and E-Loyalty Implications for Online Services.” International Journal of Quality and Service Sciences 10, no. 1 (2018): 72–83. https://doi.org/10.1108/IJQSS-12-2016-0084/FULL/PDF.
Sánchez-Torres, Javier A., Francisco Javier Arroyo Canada, Alexander Varon Sandoval, and James Ariel Sánchez Alzate. “E-Banking in Colombia: Factors Favouring Its Acceptance, Online Trust and Government Support.” International Journal of Bank Marketing 36, no. 1 (2018): 170–83. https://doi.org/10.1108/IJBM-10-2016-0145.
Suzanne Harrison, T, O Peter Onyia, and S K Tagg. “Towards a Universal Model of Internet Banking Adoption: Initial Conceptualization”.” International Journal of Bank Marketing 32, no. 7 (2014): 647–87.
Zeithaml, V A, A Parasuraman, and A Malhotra. “Conceptual Framework for Understanding E-Service Quality: Implications for Future Research and Managerial Practice”.” Report-Marketing Science Institute Cambridge Massachusetts, no. 115 (2000).
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Rinaldi Bursan; Mirwan Karim

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Publishing your paper with Al FIKROTUNA: Jurnal Pendidikan dan Manajemen Islam means that the author or authors retain the copyright in the paper. Al Ihkam granted an exclusive non commercial reuse license by the author(s), but the author(s) are able to put the paper onto a website, distribute it to colleagues, give it to students, use it in your thesis etc, so long as the use is not directed at commercial advantage or toward private monetary gain. The author(s) can reuse the figures and tables and other information contained in their paper published by FIKROTUNA: Jurnal Pendidikan dan Manajemen Islam in future papers or work without having to ask anyone for permission, provided that the figures, tables or other information that is included in the new paper or work properly references the published paper as the source of the figures, tables or other information, and the new paper or work is not direct at private monetary gain or commercial advantage.
FIKROTUNA: Jurnal Pendidikan dan Manajemen Islam provides immediate open access to its content on the principle that making research freely available to the public supports a greater global exchange of knowledge. This journal is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.This license lets others remix, tweak, and build upon your work non-commercially, and although their new works must also acknowledge & be non-commercial, they don’t have to license their derivative works on the same terms.
FIKROTUNA: Jurnal Pendidikan dan Manajemen Islam Open Access articles are distributed under this Creative Commons Attribution-Noncommercial 4.0 International License (CC BY-NC). Articles can be read and shared for noncommercial purposes under the following conditions:
BY: Attribution must be given to the original source (Attribution)
NC: Works may not be used for commercial purposes (Noncommercial)