How mobile banking service quality influence customer satisfaction of generation x and y?

摘要

This study addresses satisfaction of generation X and Y as customer to mobile banking service quality of bank ABC in Indonesia. This research purposes to find out how mobile banking service quality influences the customer satisfaction especially in generation X and Y. While most studies relating to bank customers of generation X and Y have not received much attention even though these two generations are the customer majority that Indonesian bank owned currently. This research uses quantitative approach with descriptive research type. The sample number of this research is 100 respondents. We conclude that the mobile banking service quality has positive influence to customer satisfaction. Finally, recommendations and implications are discussed to help improving their mobile service to make the company remain competitive and keep the customers satisfied.