E-Service Quality and Consumer Perceived Value of M-Banking Users with the Moderation Effect of Satisfaction

Abstract

The rapid development of information technology was utilized by the banking industry to provide M-Banking services. This study aims to determine the effect of electronic service quality and perceived value on loyalty with satisfaction as a mediating variable. The result indicated that satisfaction is an absolute mediating variable for e-service quality and perceived value on loyalty. This study collected 290 data and the data sampled was analyzed by structural equation model. The result reveals that the variable effect of electronic service quality and consumer perceived value on loyalty with satisfaction as a mediating variable is greater compared with the direct effect. It shows that M-Banking users in Lampung Province perceived the benefits of the service and categorized M-Banking services in a good way. Mobile Banking services should provide information about transaction fees, such as understanding that there is a risk for every transaction in the mobile banking application, reasonable monthly administration fees charged, the cost of each transaction is affordable, and access does not require a large internet quota.