Effect of Use of Mobile Banking on the Student's Satisfaction and Loyalty

摘要

This study aims to measure the main factors that could predict the use of mobile banking as well as how to use such a system that could contribute to both customer satisfaction and customer loyalty. This study combines two models, i.e., UTAUT2 and D&M IS Success Model. An empirical study was conducted by distributing a questionnaire to 255 Respondents. Respondents of the study were students who live in Surabaya and use mobile banking. Non-probability sampling with a purposive sampling type was applied as the sampling technique. Data processing was conducted using SPSS 18 for Windows and Amos Graphic 21 for Windows and analysis using the Structural Equation Model (SEM). The result of this research showed there are main factors; social influence, price value, facilitating conditions, hedonic motivation, habit, system quality and service quality were found to have a significant impact on actual use behavior.