IDEAS home Printed from https://ideas.repec.org/h/spr/advbcp/978-94-6463-292-7_6.html

The Effect of the Use of Mobile Banking on the Analysis of the Extended Unified Theory of Acceptance and Use of Acceptance and Use of Technology (UTAUT2) on Increasing Customers Satisfaction and Customer Loyalty

In: Proceedings of the International Conference on Sustainable Collaboration in Business, Technology, Information, and Innovation (SCBTII 2023)

Author

Listed:
  • Ahadi Andrian Wibowo

    (Universitas Indonesia)

  • Arviansyah

    (Universitas Indonesia)

Abstract

Introduction/Main Objective: According to the study's findings, performance expectancy, effort expectancy, and habit all have a favorable as well as significant influence on mobile banking usage. Furthermore, mobile banking has a favorable has a major influence on loyalty and satisfaction, as well as contentment with mobile banking customers' loyalty. Background of the Problem: Mobile banking is one of the most promising technologies to emerge in recent years, and it is having a significant both the banking industry and the consumers. So, the banking sector is one of vying with one another when it comes to funding the development of mobile banking products. Research gaps/Novelty: Thus, using the Extended Unified Theory of Acceptance and Use of Technology (UTAUT2) model, this study intends to examine the level of utilization that might further boost consumers happiness and increase client loyalty utilizing Indonesian mobile banking. Research Method: This poll had 318 participants (users of mobile banking applications in Indonesia). PLS-based SEM was utilized to investigate the data. Finding/Results: According to the data collected and examined, it is concluded that of the 12 hypotheses offered, 6 are accepted hypotheses relating to the mobile banking usage. Conclusions and Implications: This research is anticipated to help in the formulation of policies by identifying elements that affect utilization rates, as well in order to offer guidance to the banking sector regarding investment optimization to boost the uptake of mobile banking among current users, which can provide a competitive advantage in the market.

Suggested Citation

  • Ahadi Andrian Wibowo & Arviansyah, 2023. "The Effect of the Use of Mobile Banking on the Analysis of the Extended Unified Theory of Acceptance and Use of Acceptance and Use of Technology (UTAUT2) on Increasing Customers Satisfaction and Customer Loyalty," Advances in Economics, Business and Management Research, in: Suhal Kusairi & Forget Mingiri Kapingura & Ratih Hendayani & Nizam Ahmat (ed.), Proceedings of the International Conference on Sustainable Collaboration in Business, Technology, Information, and Innovation (SCBTII 2023), pages 72-92, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-292-7_6
    DOI: 10.2991/978-94-6463-292-7_6
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a
    for a similarly titled item that would be available.

    More about this item

    Keywords

    ;
    ;
    ;

    JEL classification:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:advbcp:978-94-6463-292-7_6. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.