Usability, Customer Satisfaction, Service, and Trust Towards Mobile Banking User Loyalty
Usability, Customer Satisfaction, Service, and Trust Towards Mobile Banking User Loyalty
Usability, Customer Satisfaction, Service, and Trust Towards Mobile Banking User Loyalty
ABSTRACT: The purpose of this research is to analyze the influence of usability, customer satisfaction, cus-
tomer service and trust towards mobile banking user loyalty in Surabaya. The data used in this research were
primary data obtained from questionnaires. Respondents of the study were 200 respondents who live in Sura-
baya and use mobile banking facility from BCA, BNI or Bank Mandiri over the past 6 months. Data processing
was conducted using SPSS 18 for Windows and Amos Graphic 21 for Windows. Non-probability sampling
with purposive sampling type was applied as the sampling technique. The result of this research showed there
is a positive influence between usability, customer satisfaction, customer service and trust towards loyalty.
Keywords: trust, customer satisfaction, customer service, trust, loyalty, mobile banking
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