BANK 4.0 EXPERIENTIAL QUALITY AND ITS EFFECT ON WORD OF MOUTH BEHAVIOR, SATISFACTION AND INTENTIONS
Bank 4.0 is a modern banking platform that is based entirely on digital technology with absolutely no physical interaction between customers and banks. Since 2017, Bank 4.0 has grown rapidly in Indonesia. However, it raises new concerns as the emergence of issues related to Bank 4.0 experiential qua...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
iVolga Press
2020-08-01
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| Series: | Russian Journal of Agricultural and Socio-Economic Sciences |
| Subjects: | |
| Online Access: | https://rjoas.com/issue-2020-08/article_12.pdf |
| _version_ | 1797722830592278528 |
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| author | Abdillah L. Hussein A.S. Ratnawati K. |
| author_facet | Abdillah L. Hussein A.S. Ratnawati K. |
| author_sort | Abdillah L. |
| collection | DOAJ |
| description | Bank 4.0 is a modern banking platform that is based entirely on digital technology with absolutely no physical interaction between customers and banks. Since 2017, Bank 4.0 has grown rapidly in Indonesia. However, it raises new concerns as the emergence of issues related to Bank 4.0 experiential quality. This research aims at determining the effects of Bank 4.0 experiential quality on word of mouth behavior, customer satisfaction and continuance intention based on perception of millennial customer in Indonesia. Quantitative method was used in this research by using the multivariate data analysis technique. Data collected from 673 millennial customers who have access to Bank 4.0 applications. This research discovered that Bank 4.0 experiential quality has been empirically proven to directly affect word of mouth behavior, customer satisfaction and continuance intention. This research is the first study that explored Bank 4.0 experiential quality and its effects on three main variables in marketing, namely, word of mouth behavior, continuance intention, and customer satisfaction, based on millennial customer perceptions. The results from this study can help Bank 4.0 to improve marketing performance through experiential quality. |
| first_indexed | 2024-03-12T09:53:17Z |
| format | Article |
| id | doaj.art-53752413d08e4c36a44b479ba2ca5235 |
| institution | Directory Open Access Journal |
| issn | 2226-1184 |
| language | English |
| last_indexed | 2024-03-12T09:53:17Z |
| publishDate | 2020-08-01 |
| publisher | iVolga Press |
| record_format | Article |
| series | Russian Journal of Agricultural and Socio-Economic Sciences |
| spelling | doaj.art-53752413d08e4c36a44b479ba2ca52352023-09-02T12:22:00ZengiVolga PressRussian Journal of Agricultural and Socio-Economic Sciences2226-11842020-08-0110489610510.18551/rjoas.2020-08.12BANK 4.0 EXPERIENTIAL QUALITY AND ITS EFFECT ON WORD OF MOUTH BEHAVIOR, SATISFACTION AND INTENTIONSAbdillah L.0Hussein A.S.1Ratnawati K.2Faculty of Economics and Business, University of BrawijayaFaculty of Economics and Business, University of BrawijayaFaculty of Economics and Business, University of BrawijayaBank 4.0 is a modern banking platform that is based entirely on digital technology with absolutely no physical interaction between customers and banks. Since 2017, Bank 4.0 has grown rapidly in Indonesia. However, it raises new concerns as the emergence of issues related to Bank 4.0 experiential quality. This research aims at determining the effects of Bank 4.0 experiential quality on word of mouth behavior, customer satisfaction and continuance intention based on perception of millennial customer in Indonesia. Quantitative method was used in this research by using the multivariate data analysis technique. Data collected from 673 millennial customers who have access to Bank 4.0 applications. This research discovered that Bank 4.0 experiential quality has been empirically proven to directly affect word of mouth behavior, customer satisfaction and continuance intention. This research is the first study that explored Bank 4.0 experiential quality and its effects on three main variables in marketing, namely, word of mouth behavior, continuance intention, and customer satisfaction, based on millennial customer perceptions. The results from this study can help Bank 4.0 to improve marketing performance through experiential quality.https://rjoas.com/issue-2020-08/article_12.pdfbank 4.0millennial customerscustomer experienceindonesian banknewest bankingcustomer satisfactioncontinuance intentioncustomer behavior |
| spellingShingle | Abdillah L. Hussein A.S. Ratnawati K. BANK 4.0 EXPERIENTIAL QUALITY AND ITS EFFECT ON WORD OF MOUTH BEHAVIOR, SATISFACTION AND INTENTIONS Russian Journal of Agricultural and Socio-Economic Sciences bank 4.0 millennial customers customer experience indonesian bank newest banking customer satisfaction continuance intention customer behavior |
| title | BANK 4.0 EXPERIENTIAL QUALITY AND ITS EFFECT ON WORD OF MOUTH BEHAVIOR, SATISFACTION AND INTENTIONS |
| title_full | BANK 4.0 EXPERIENTIAL QUALITY AND ITS EFFECT ON WORD OF MOUTH BEHAVIOR, SATISFACTION AND INTENTIONS |
| title_fullStr | BANK 4.0 EXPERIENTIAL QUALITY AND ITS EFFECT ON WORD OF MOUTH BEHAVIOR, SATISFACTION AND INTENTIONS |
| title_full_unstemmed | BANK 4.0 EXPERIENTIAL QUALITY AND ITS EFFECT ON WORD OF MOUTH BEHAVIOR, SATISFACTION AND INTENTIONS |
| title_short | BANK 4.0 EXPERIENTIAL QUALITY AND ITS EFFECT ON WORD OF MOUTH BEHAVIOR, SATISFACTION AND INTENTIONS |
| title_sort | bank 4 0 experiential quality and its effect on word of mouth behavior satisfaction and intentions |
| topic | bank 4.0 millennial customers customer experience indonesian bank newest banking customer satisfaction continuance intention customer behavior |
| url | https://rjoas.com/issue-2020-08/article_12.pdf |
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