The relationship between mobile banking service quality and relationship quality

Sitorus, Anggiat and Saputra, Eric (2019) The relationship between mobile banking service quality and relationship quality. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Fierce competition in the retail banking sector leads to the development of self-service technology system. The development of information technologies, telecommunications and the internet lead to the emergence of internet-based applications on smartphones. The purpose of this study is to recognize the impact of mobile banking service quality on variables of relationship quality. The research was conducted on 220 respondents who are university students in Indonesia who are at least 17 years old and use a mobile banking application on their smartphones by using SmartPLS 3.0 software. Nonprobability sampling, specifically convenience sampling is used to collect the data. The findings show that trust significantly and positively influence commitment/satisfaction. Furthermore, the dimensions of mobile banking service quality (Security/ Privacy, Practicity, Design/Aesthetics, and Enjoyment) has a low-moderate effect on variables of relationship quality (Trust, Satisfaction, and Commitment). The dimensions of mobile banking service quality have a positive influence on the relationship quality, except Practicity does not influence Commitment, Design/Aesthetics does not influence Trust, and Enjoyment does not influence Commitment.

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