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Journal : malcom indonesian journal of machine learning and computer science

Analysis of The Influence of Service Quality on Customer Satisfaction and Its Impact on Reuse Intention of Mobile Banking Payment in E-Commerce Transactions Susanto Susanto; Farid Wahyudi; Swasta Bangun; Tanti Widia Nurdiani; Hery Purnomo
MALCOM: Indonesian Journal of Machine Learning and Computer Science Vol. 3 No. 2 (2023): MALCOM October 2023
Publisher : Institut Riset dan Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57152/malcom.v3i2.933

Abstract

This study intends to determine how consumer satisfaction with mobile banking services affects repurchase interest. Customers of Jabodetabek who utilize mobile banking make up the study's sample. Purposive sampling was used in this investigation, and a non-probability sample of 100 participants was used. Questionnaires will be used by researchers to collect data. The structural equation method of partial least squares, or SEM-PLS, is employed in this study. Higher-order formative and lower-order reflecting constructs were utilised in this study. According to the study's findings, the level of mobile banking services directly affects repurchase interest. The effectiveness of mobile banking services directly affects how satisfied customers are. Repurchase interest is directly influenced by customer satisfaction. Customer satisfaction has an indirect impact on repurchase interest through the quality of mobile banking services. Customer interest in repurchasing mobile applications for e-commerce payment services is influenced by service quality. Customers will be satisfied with good service quality in mobile applications, particularly in e-commerce payment services. It has been demonstrated that the positive indirect effect of mobile banking services is moderated by customers' satisfaction with e-commerce payment services provided by mobile banking.
Co-Authors A. Hamid Abdul Rosid Ade Suhara Agista Intan Rahamania Alisa Mayang Ningrum Anisa Widya Putri Anitria Urbaningrum Wahyudi Anton Yuliansyah Apay Safari* Asis Sundari Sukma Intan Margasiwi Badrus Zaman Badrus Zaman Basthoumi Muslih Cindya Alam Prameswari Putri Dahlia Amelia Dayu Krisnapati Adinugraha Dea Kharisma Silviana Desvio Djilan Rahmadani Dian Kusumaningtyas Dina Lintang Wulandari Dita Rachmawati Dodi Kusuma Hadi S Dodi Kusuma Hadi Soejoko Dodi Kusuma Hadi Soejoko Dwi Fatmawati Dyo Rendi Setyawan Edy Djoko Soeprajitno Egidius Fkun Ema Nurzainul Hakimah, Ema Nurzainul Endang Meliani Eva Desembrianita Fajar Hendriawan Farid Wahyudi Farikha Andini Putri Fauji, Diah Ayu Septi Fuad Hasyim Adi Gunawan Gina Novianti Rahayu Hadi Peristiwo Haris Karyadi Hariyono Hariyono Hevy Arzinda Yuanita Ilma Wulansari Hasdiansa Irdiana, Sukma Jordan Maulana Hardias Khusna Fatimatus Syahroq Kurniawan, Rony Lilia Pasca Riani Lissa Aprilia Madeyang Dino Prabowo Megandhi Gusti Wardhana Meilan Puspita Mohamad Fathur Rohman Muhamad Farid Firmansyah Musran Munizu Mustafa, Fahrina Naila Aziza Nety Novita Hariyani Nourma Putri Febiola Nur Aini Oktavianingsih Nur Andini Sudirman Nur Andini Sudirman Pingkan Amalia Rahma Poniran Yudho Leksono Putri Aura Purwanti Rahmad Samsul Arifin Rida Isma Azizah Riesna Apramilda Riesna Apramilda Rino Sardanto Riyanti, Apriani Roy Setiawan Rully Arifiansyah Rully Arifiansyah Samari Samari Samari Samari Samari Sarwo Hakim Sigit Ratnanto Sigit Ratnanto Silvia Ekasari Sitti Hasbiah Sitti Hasbiah Subagyo, Subagyo Sugiono Sugiono Sugiono Susanto Susanto Susatyo Adhi Pramono, Susatyo Adhi Swasta Bangun Sylvania Ethin Tanti Widia Nurdiani Tri Endar Susianto Vivid Violin Wahyuni Trisnaning Wahyuningratna, Ratu Nadya Wulan Putri Rahayu Yanti Setianti Yenny Dwi Artini Yudiyanto Joko Purnomo Yulia Novita Zulistiani, Zulistiani