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Customer Satisfaction as Intervening Between Use Automatic Teller Machine (ATM), Internet Banking and Quality of Loyalty (Case in Indonesia)

Author

Listed:
  • Indrayani
  • Chablullah Wibisono
  • Sanni Aritra
  • Iskandar Muda

Abstract

This research aims to determine the effect of customer satisfaction as an intervening variable between utilization of Automatic Teller Machine (ATM) variable, Internet Banking variable and service quality variable to variable customer loyalty at PT. Bank Mandiri Tbk in Batam city, Indonesia. This research is collecting the data in the form of primary and secondary data. Collecting the data in this study using questionnaires in the form of respondents Involved in this research were 187 customers. The number is obtained by using the formula Slovin with random sampling. The collected the data were processed and Analyzed by using SPSS and SEM for normality, regression coefficient, and determination. From the result show that the variable utilization ATM, Internet Banking and service quality affect to customer satisfaction has 83%. That is the service quality variables of the most dominant influence on customer satisfaction and customer loyalty.

Suggested Citation

  • Indrayani & Chablullah Wibisono & Sanni Aritra & Iskandar Muda, 2019. "Customer Satisfaction as Intervening Between Use Automatic Teller Machine (ATM), Internet Banking and Quality of Loyalty (Case in Indonesia)," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 10(6), pages 54-66, October.
    • Handle: RePEc:jfr:ijfr11:v:10:y:2019:i:6:p:54-66
    DOI: 10.5430/ijfr.v10n6p54
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    References listed on IDEAS

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    2. Xuefang Xie & Xuemei Xie & Carla Martínez-Climent, 2019. "Identifying the factors determining the entrepreneurial ecosystem of internet cultural industries in emerging economies," International Entrepreneurship and Management Journal, Springer, vol. 15(2), pages 503-522, June.
    3. Avornyo, Philip & Fang, Jiaming & Antwi, Collins Opoku & Aboagye, Michael Osei & Boadi, Evans Asante, 2019. "Are customers still with us? The influence of optimum stimulation level and IT-specific traits on mobile banking discontinuous usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 348-360.
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