The Driving Factors of Digital Banking Intention and the Role of Customer Experience in Indonesia Banking Industry
As one of the most important industries of a country’s economy, banking is now faced the challenge of competition and demand from the customers to provide excellent service. In addition, the advancement of technology has opened up opportunities to increase service quality of banking offerings. One o...
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| Format: | Article |
| Language: | English |
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Department of Business Administration, Diponegoro University
2024-03-01
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| Series: | Jurnal Administrasi Bisnis |
| Subjects: | |
| Online Access: | https://ejournal.undip.ac.id/index.php/janis/article/view/59623 |
| _version_ | 1797233965429424128 |
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| author | Nuri Wulandari Johan W. De Jager Syarifah Endolusia Mahry |
| author_facet | Nuri Wulandari Johan W. De Jager Syarifah Endolusia Mahry |
| author_sort | Nuri Wulandari |
| collection | DOAJ |
| description | As one of the most important industries of a country’s economy, banking is now faced the challenge of competition and demand from the customers to provide excellent service. In addition, the advancement of technology has opened up opportunities to increase service quality of banking offerings. One of the newest approaches is digital banking. Unfortunately, the literature is still limited in this area especially on the customer adoption of this service. The objective of this study is to find driving factors that contributes to the intention to use and reuse digital banking especially in generation Z and Millenials. It is hypothesized that there are six factors that might drive the intention, includes performance expectancy, effort expectancy, social influence, perceived service quality and hedonic motivation. It has also argued that intention is mediated by customer experience. Quantitative research was conducted to 105 respondents in Indonesia where digital banking is flourishing. The results provide valuable insights to the factors of digital banking usage intention in the future. |
| first_indexed | 2024-04-24T16:24:33Z |
| format | Article |
| id | doaj.art-533016b89db540d1914ae1f1affd5512 |
| institution | Directory Open Access Journal |
| issn | 2252-3294 2548-4923 |
| language | English |
| last_indexed | 2024-04-24T16:24:33Z |
| publishDate | 2024-03-01 |
| publisher | Department of Business Administration, Diponegoro University |
| record_format | Article |
| series | Jurnal Administrasi Bisnis |
| spelling | doaj.art-533016b89db540d1914ae1f1affd55122024-03-31T08:03:32ZengDepartment of Business Administration, Diponegoro UniversityJurnal Administrasi Bisnis2252-32942548-49232024-03-01131101810.14710/jab.v13i1.5962323649The Driving Factors of Digital Banking Intention and the Role of Customer Experience in Indonesia Banking IndustryNuri Wulandari0Johan W. De Jager1Syarifah Endolusia Mahry2Prodi Manajemen, Indonesia Banking School, Jakarta, Indonesia, IndonesiaTshwane University of Technology, South Africa, South AfricaProdi Manajemen, Indonesia Banking School, Jakarta, Indonesia, IndonesiaAs one of the most important industries of a country’s economy, banking is now faced the challenge of competition and demand from the customers to provide excellent service. In addition, the advancement of technology has opened up opportunities to increase service quality of banking offerings. One of the newest approaches is digital banking. Unfortunately, the literature is still limited in this area especially on the customer adoption of this service. The objective of this study is to find driving factors that contributes to the intention to use and reuse digital banking especially in generation Z and Millenials. It is hypothesized that there are six factors that might drive the intention, includes performance expectancy, effort expectancy, social influence, perceived service quality and hedonic motivation. It has also argued that intention is mediated by customer experience. Quantitative research was conducted to 105 respondents in Indonesia where digital banking is flourishing. The results provide valuable insights to the factors of digital banking usage intention in the future.https://ejournal.undip.ac.id/index.php/janis/article/view/59623componentcustomer experiencemarketingdigital bankingservice qualityunified theory of acceptance |
| spellingShingle | Nuri Wulandari Johan W. De Jager Syarifah Endolusia Mahry The Driving Factors of Digital Banking Intention and the Role of Customer Experience in Indonesia Banking Industry Jurnal Administrasi Bisnis component customer experience marketing digital banking service quality unified theory of acceptance |
| title | The Driving Factors of Digital Banking Intention and the Role of Customer Experience in Indonesia Banking Industry |
| title_full | The Driving Factors of Digital Banking Intention and the Role of Customer Experience in Indonesia Banking Industry |
| title_fullStr | The Driving Factors of Digital Banking Intention and the Role of Customer Experience in Indonesia Banking Industry |
| title_full_unstemmed | The Driving Factors of Digital Banking Intention and the Role of Customer Experience in Indonesia Banking Industry |
| title_short | The Driving Factors of Digital Banking Intention and the Role of Customer Experience in Indonesia Banking Industry |
| title_sort | driving factors of digital banking intention and the role of customer experience in indonesia banking industry |
| topic | component customer experience marketing digital banking service quality unified theory of acceptance |
| url | https://ejournal.undip.ac.id/index.php/janis/article/view/59623 |
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