Article Per Year (5 Year)
p-Index From 2020 - 2025
0.408
P-Index
This Author published in this journals
All Journal Journal of Accounting and Investment
Rahardjo, Irbawanti Pungky
Unknown Affiliation
Economics, Econometrics & Finance

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
The Impact of Online Service Quality Dimensions on Continuity of Mobile Banking Service Usage: Implications for Customer Loyalty and Bank Reputation Rahardjo, Irbawanti Pungky; Darma, Emile Satia
Journal of Accounting and Investment Vol. 26 No. 2: May: 2025
Publisher : Universitas Muhammadiyah Yogyakarta, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Abstract Research Aims: This study aims to empirically examine the impact of the measurement scale for online service quality in the banking sector on the continuity of mobile banking service usage, as well as its potential to enhance customer loyalty and bank reputation. Design/Methodology/Approach: This research employs a quantitative approach using primary data collected from 387 respondents who are customers of Bank Negara Indonesia (BNI). The data is analyzed using the Partial Least Squares Structural Equation Modelling (PLS-SEM) method. Research Findings: The findings suggest that application architecture and user-friendliness do not significantly enhance the continuity of mobile banking service usage. The dimensions of online service quality that do contribute to improving the continuity of mobile banking service usage include application efficiency, reliability, responsiveness, security, and familiarity. Additionally, the continuity of mobile banking service usage is found to have a positive impact on both customer loyalty and bank reputation. Theoretical Contribution/Originality: This study confirms the Theory of Planned Behavior and tests the measurement scale for online service quality in the banking sector, aiming to sustain the existence of banking services in a dynamic environment. Practical/Policy Implications: The results of this study provide valuable insights for the banking sector to enhance the quality of online services, particularly in a rapidly changing environment.
Digital service quality and mobile banking continuity as drivers of loyalty and bank reputation Rahardjo, Irbawanti Pungky; Darma, Emile Satia
Journal of Accounting and Investment Vol. 26 No. 2: May 2025
Publisher : Universitas Muhammadiyah Yogyakarta, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jai.v26i2.26102

Abstract

Research aims: This study aims to test and obtain empirical evidence of the effect of online service quality measurement scales in the banking sector environment in increasing Continuity of Mobile Banking Service Usage, and can increase customer loyalty and bank reputation. Design/Methodology/Approach: This research is a quantitative study using primary data distributed to Bank Negara Indonesia (BNI) customers as many as 387 respondents were obtained. The data obtained was analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) model. Research findings: The results obtained that Application architecture and user friendliness cannot increase Continuity of Mobile Banking Service Usage. The measurement scale for online service quality in the banking sector that can increase Continuity of Mobile Banking Service Usage is Application efficiency, Reliability, Responsiveness, Security, and Familiarity. And Continuity of Mobile Banking Service Usage can increase customues loyalty and bank reputation. Theoretical contribution/Originality: This research confirms the Theory of Planned Behavior, this research tests the measurement scale of online service quality in the banking sector environment in order to maintain the existence of banks.Practitioner/Policy implication: The results of this study contribute to the banking sector in improving online service quality, especially in a dynamic environment.
Co-Authors Emile Satia Darma, Emile Satia