Jurnal Keuangan dan Perbankan Universitas Merdeka Malang
The Effect of Benefits Offered and Customer Experience on Re-use Intention of Mobile Banking through Customer Satisfaction and Trust

Jurnal Keuangan dan Perbankan Universitas Merdeka Malang
The Effect of Benefits Offered and Customer Experience on Re-use Intention of Mobile Banking through Customer Satisfaction and Trust

benefit offered; customer experience; customer satisfaction; mobile banking; re-use intention

This study analyzes the effect of benefits offered and customer experience on the re-use of mobile banking through customer satisfaction and trust as mediating variables. This study involved 280 respondents who were selected by purposive sampling technique with predetermined criteria. Data were collected through a questionnaire distributed online. The analysis used is Structural Equation Modeling with LISREL version 8.80. The
results show that benefits offered and customer experience have a significant effect on satisfaction. Satisfaction has a significant impact on trust and re-use intention, and trust significantly affects re-use intention. The managerial implication that can be implemented in the company is to maintain deeper Islamic features and social, collaborate with fintech,
Improved network quality, and capacity, and continue to innovate mobile banking features.

Defni Febrian, Megawati Simanjuntak, Nur Hasanah

DOI: 10.26905/jkdp.v25i3.5879

Universitas Merdeka Malang

July 2021

Sri Wahyuni

ISSN: 2443-2687 (Online) ISSN: 1410-8089 (Print)

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Jurnal Keuangan dan Perbankan Universitas Merdeka Malang