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Leveraging banking competitive advantage using e-service quality to improve e-customer satisfaction and e-customer loyalty of e-money in Indonesia

Author

Listed:
  • Amelia Amelia

    (Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia.)

  • Ronald Ronald

    (Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia.)

Abstract

Community activities have been made easier because to the rapid advancement of information technology. The internet is one of the technologies that most contributes to this convenience. With the advent of the internet, the everyday transaction process began to change away from cash and toward electronic currency, also known as an e-payment service. OVO (PT. Visionet Internasional) is one of the Lippo Group's financial application solutions, which debuted in late 2016. Users may execute daily transactions more effectively because to OVO's presence. This study attempts to see if elements such as personal need, user friendliness, and corporate efficiency have an impact on e-customer loyalty as measured by e-customer satisfaction. According to the characteristics of respondents, 150 OVO users in Surabaya were gathered for this study utilizing the snowball approach. Based on the data analysis, all of the four hypotheses suggested are supported.

Suggested Citation

  • Amelia Amelia & Ronald Ronald, 2022. "Leveraging banking competitive advantage using e-service quality to improve e-customer satisfaction and e-customer loyalty of e-money in Indonesia," International Journal of Science and Business, IJSAB International, vol. 10(1), pages 20-28.
    • Handle: RePEc:aif:journl:v:10:y:2022:i:1:p:20-28
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