Research Paper
Year: 2021 | Month: August | Volume: 8 | Issue: 8 | Pages: 587-596
DOI: https://doi.org/10.52403/ijrr.20210878
The Influence of E-Service Quality and Relational Marketing on E-Satisfaction in Using Mobile Banking through User Experience at Bank Syariah Mandiri Medan Petisah Branch Office
Cindy Ayu Putri1, Paham Ginting2
1Postgraduate Students Department of Management, Faculty of Economics and Business at University of Sumatera Utara, Indonesia
2Postgraduate Lecturer Department of Management, Faculty of Economics and Business at University of Sumatera Utara, Indonesia
Corresponding Author: Cindy Ayu Putri
ABSTRACT
Sharia banking is a banking system developed according to the Islamic sharia Bank Syariah Mandiri as a sharia bank in Indonesia which applies this system among conventional banks which appear in large numbers. The objective of the research is to analyze the influence e-service quality and relational marketing on e-satisfaction in using mobile banking through user experience. The research uses quantitative research method associative approach which aim to find out the correlation between two or more variables. The data is gathered by using structured questionnaires with 5 points of interval scale. The population is 1.475 clients who uses mobile banking of Mandiri Syariah Mobile and 315 of them are taken as the samples by using Slovin formula and simple random sampling technique. The gathered data are analyzed by using statistic method with SEM Smart PLS. The result of the research shows that e-service quality and relational marketing has a positive but insignificant influence on e-satisfaction. User experience has a positive and significant influence on e-satisfaction. E-service quality and relational marketing has a positive and significant influence on user experience. E-service quality and relational marketing has a positive and significant influence on e-satisfaction through user experience.
Keywords: E-service quality, Relational marketing, E-satisfaction, User experience.
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