The Effect of Use, Quality of Service, Trust and Satisfaction Loyalty M-Banking Users

Abstract

This study aims to determine whether the effect of the quality of service, trust and satisfaction with the m-banking user loyalty. This research was conducted for 3 months starting in October to December 2019. The research method used was survey method with approach of causality. The population in this study were bank customers mbanking users totaling 200 respondents. Data collection techniques use technical literature and questionnaires. Data were analyzed using SmartPLS software version 3. PLS (Partial Least Square) with structural equation analysis (SEM). The results showed that each variable has a significant effect.

Keywords: usability, quality of service, trust, satisfaction, loyalty, m-banking

JEL Classification: G21