Analysis of Digital Bank Services in Indonesia Based on Consumer Perception
Article Sidebar
Main Article Content
Abstract
This study aims to find out that Financial Performance in a company that provides Digital Bank services can be influenced by consumer perceptions represented through the variables of Customer Experience, Customer Satisfaction and Customer Loyalty. The data were collected using a survey aimed at users of Digital Bank services in Indonesia which was then tested statistically by analysis of the Outer Model and the Inner Model using Partial Least Square (PLS). Unlike other studies, this study used NPS (Net Promoter Score) as an indicator of Financial Performance Customer Experience, Customer Satisfaction and Customer Loyalty. The results of the study showed that Customer Experience, Customer Loyalty and Customer Satisfaction had a positive effect on Financial Performance, Customer Experience had a positive effect on Customer Loyalty and Customer Satisfaction. This study also found that Customer Loyalty and Customer Satisfaction mediate the influence of Financial Experience on Financial Performance.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
This journal provides immediate open access to its content on the principle that making research freely available to the public supports a greater global exchange of knowledge.
IJAEB by Graduate Program of Universitas Tarumanagara is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.. Permissions beyond the scope of this license may be available at https://journal.untar.ac.id/index.php/ijaeb
References
J. M. González-páramo, Opportunities and Challenges for Banking Regulation and Supervision in the Digital Age, no. 31, pp. 1–8, 2018.
A. D. Sharko, E. Meka, G. Sharko, & I. Baholli, Digital Banking the Wave of the Future, 2017.
B. Berggren, N. Lundahl, L. Silver, & F. Vegholm, The Influence of Banks’ Advice to SMEs on Customer Satisfaction: The Case for Regulation, International Journal of Services and Operations Management, vol. 7, no. 2, pp. 200–214, 2010, doi: 10.1504/IJSOM.2010.034437.
Bank Indonesia, Monetary Policy Report - Quarter III 2021, Jakarta, 2021. [Online]. Available: https://www.bi.go.id/en/publikasi/laporan/Pages/Laporan-Kebijakan-Moneter-Triwulan-III-2021.aspx.
R. Laycock, Penggunaan Perbankan Digital 2021, Finder.Com, 2021. https://www.finder.com/id/neo-bank (accessed Jul. 20, 2022).
M. Y. Prastyo, 5 Modus Penipuan Online Ini Kerap Terjadi, Pernah Mengalami?, detikinet, 2022. https://inet.detik.com/security/d-6000093/5-modus-penipuan-online-ini-kerap-terjadi-pernah-mengalami (accessed Jul. 20, 2022).
G. Baptista & T. Oliveira, Why so Serious? Gamification Impact in the Acceptance of Mobile Banking Services, Internet Research, vol. 27, no. 1, pp. 118–139, 2017, doi: 10.1108/IntR-10-2015-0295.
C. I. Mbama & P. O. Ezepue, Digital Banking, Customer Experience and Bank Financial Performance: UK Customers’ Perceptions, International Journal of Bank Marketing, vol. 36, no. 2, pp. 230–255, 2018, doi: 10.1108/IJBM-11-2016-0181.
E. Keisidou, L. Sarigiannidis, D. I. Maditinos, & E. I. Thalassinos, Customer Satisfaction, Loyalty and Financial Performance: A Holistic Approach of the Greek Banking Sector, International Journal of Bank Marketing, vol. 31, no. 4, pp. 259–288, 2013, doi: 10.1108/IJBM-11-2012-0114.
M. Jun & S. Palacios, Examining the Key Dimensions of Mobile Banking Service Quality: An Exploratory Study, International Journal of Bank Marketing, vol. 34, no. 3, pp. 307–326, 2016, doi: 10.1108/IJBM-01-2015-0015.
S. S. Andaleeb, M. R. Quazi, & A. Rahman, A Model of Customer-Centric Banking Practices for Corporate Clients in Bangladesh, International Journal for Researcher Development, vol. 7, no. 1, pp. 63–83, 2016.
S. Plous, The Psychology of Judgment and Decision Making. Washington DC: Mcgraw-Hill Book Company.
Robbins, S. P. & T. A. Judge, Organizational Behavior , 16th ed. Pearson Education, Inc., 2015.
S. Levy & H. Hino, Emotional Brand Attachment: A Factor in Customer-Bank Relationships, International Journal of Bank Marketing, vol. 34, no. 2, pp. 136–150, 2016, doi: 10.1108/IJBM-06-2015-0092.
A. Golovkova, J. Eklof, A. Malova, & O. Podkorytova, Customer Satisfaction Index and Financial Performance: A European Cross Country Study, International Journal of Bank Marketing, vol. 37, no. 2, pp. 479–491, 2019, doi: 10.1108/IJBM-10-2017-0210.
J. Eklof, O. Podkorytova, & A. Malova, Linking Customer Satisfaction with Financial Performance: An Empirical Study of Scandinavian Banks, Total Quality Management and Business Excellence, vol. 31, no. 15–16, pp. 1684–1702, 2018, doi: 10.1080/14783363.2018.1504621.
K. N. Lemon & P. C. Verhoef, Understanding Customer Experience Throughout the Customer Journey, Journal of Marketing, vol. 80, no. 6, pp. 69–96, 2016, doi: 10.1509/jm.15.0420.
A. Fusva et al., Loyalty Formation and Its Impact on Financial Performance of Islamic Banks – Evidence from Indonesia, Journal of Islamic Marketing, 2020, doi: 10.1108/JIMA-12-2019-0258.
T. Kartika & A. Firdaus, Contrasting the Drivers of Customer Loyalty ; Fi Nancing and Depositor Customer , Single and Dual Customer , in Indonesian Islamic Bank, vol. 11, no. 4, pp. 933–959, 2020, doi: 10.1108/JIMA-04-2017-0040.
P. A, V. A. Zeithaml, & L. L. Berry, The Behavioral Consequences of Service Quality, no. April, 1988, doi: 10.2307/1251929.
S. Chandra, The Impact of Customer Experience toward Customer Satisfaction and Loyalty of Ciputra World Surabaya, iBuss Management, vol. 2, no. 2, pp. 1–11, 2014.
M. Bennett & A. Molisani, Defining Customer Experience and Measuring Its Impact on Financial Performance of US Publicly Traded Companies, no. April, 2020, doi: 10.31235/osf.io/mzepq.
L. Grønholdt, Digital Customer Experience: An Emerging Theme in Customer Service Excellence, Key Challenges And Opportunities For Quality, Sustainability And Innovation In The Fourth Industrial Revolution: Quality And Service Management In The Fourth Industrial Revolution - Sustainability And Value Co-creation, no. October, pp. 143–152, 2020, doi: 10.1142/9789811230356_0008.
N. D. Dirbawanto & E. Sutrasmawati, Pengaruh Customer Experience Dan Brand Trust Terhadap Repurchase Intention Pada Brand Fashion Erigo, Management Analysis Journal, vol. 5, no. 1, pp. 6313–6324, 2016.
R. Ladhari, I. Ladhari, & M. Morales, Bank Service Quality: Comparing Canadian and Tunisian Customer Perceptions, International Journal of Bank Marketing, vol. 29, no. 3, pp. 224–246, 2011, doi: 10.1108/02652321111117502.
R. Hallowell, The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study, International Journal of Service Industry Management, vol. 7, no. 4, pp. 27–42, 1996, doi: 10.1108/09564239610129931.
J. J. Garrett, Customer Loyalty and the Elements of User Experience, Design Management Review, vol. 17, no. 1, pp. 35–39, 2010, doi: 10.1111/j.1948-7169.2006.tb00027.x.
Ø. Helgesen, Are Loyal Customers Profitable? Customer Satisfaction, Customer (Action) Loyalty and Customer Profitability at the Individual Level, Journal of Marketing Management, vol. 22, no. 3–4, pp. 245–266, 2006, doi: 10.1362/026725706776861226.
M. H. U. Rashid, M. Nurunnabi, M. Rahman, & M. A. K. Masud, Exploring the Relationship Between Customer Loyalty and Financial Performance of Banks: Customer Open Innovation Perspective, Journal of Open Innovation: Technology, Market, and Complexity, vol. 6, no. 4, pp. 1–19, 2020, doi: 10.3390/joitmc6040108.
J. B. Harelimana, Impact of Integrated Financial Management Information System on Performance of Public Institutions in Rwanda, Enterprise Risk Management, vol. 3, no. 1, p. 38, 2017, doi: 10.5296/erm.v3i1.12230.
F. F. Reichheld, The One Number You Need to Grow, Harvard Business Review, 2003.
A. Thomas, Multivariate Hybrid Pathways for Creating Exceptional Customer Experiences, Business Process Management Journal, vol. 23, no. 4, pp. 822–829, 2017, doi: 10.1108/BPMJ-02-2017-0027.
O. R.L., Whence Consumer Loyalty, Journal of Marketing, vol. Vol. 63, no. Special Issue, pp. 33–44, 1999.
A. Kusuma & D. S. S. Wuisan, Effect of Brand Credibility to Word of Mouth via Customer Satisfaction and Customer Loyalty at Hypermart Cyberpark Karawaci, Jurnal Ilmu Manajemen, vol. 1, pp. 49–61, 2021.
P. R. Mullen, A. J. Blount, G. W. Lambie, & N. Chae, School Counselors’ Perceived Stress, Burnout, and Job Satisfaction, Professional School Counseling, vol. 21, no. 1, p. 2156759X1878246, 2018, doi: 10.1177/2156759x18782468.
V. A. Zeithalm & M. J. Bitner, Service Marketing. Singapore: Mc Graw-Hill Companies Inc, 2000.
Paul Williams & E. Naumann, Customer Satisfaction and Business Performance: A Firm-Level Analysis, Journal of Services Marketing, vol. 25, no. 1, pp. 20–32, 2011, doi: 10.1108/08876041111107032.
M. Hamouda, Omni-Channel Banking Integration Quality and Perceived Value as Drivers of Consumers’ Satisfaction and Loyalty, Journal of Enterprise Information Management, vol. 32, no. 4, pp. 608–625, 2019, doi: 10.1108/JEIM-12-2018-0279.
I. Ghozali & H. Latan., Partial Least Squares Concepts, Techniques, and Applications Using the SmartPLS 3.0.ed 2. Semarang: Universitas Diponegoro, 2015.
S. Berraies & Manel Hamouda, Customer Empowerment and Firms’ Performance:The Mediating Effects of Innovation and Customer Satisfaction, International Journal of Bank Marketing, 2018.