ONLINE CUSTOMER EXPERIENCE FOR DIGITAL BANKING CUSTOMERS: RECONFIRMATION OF INFORMATION SYSTEM SUCCESS MODEL
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Ali Maskur(1)
Department of Finance and Banking, Faculty of Vocational Study, Universitas Stikubank
-
Sri Nawatmi(2)
Department of Finance and Banking, Faculty of Vocational Study, Universitas Stikubank
-
Ignatius Hari Santoso(3*)
Department of Finance and Banking, Faculty of Vocational Study, Universitas Stikubank
(*) Corresponding Author
Keywords:
System Quality, Information Quality, Service Quality, Customer Loyalty, Online Customer Experience
Abstract
The rapid transformation of the banking industry, driven by advancements in digital technology, has reshaped how banks deliver services and interact with customers. This study investigates the impact of system quality, information quality, and service quality on online customer experience and customer loyalty in the digital banking context. Using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method, data was collected from 95 respondents who have actively used mobile banking services for over three years. The findings reveal that system quality and information quality significantly influence customer loyalty and online customer experience, while service quality does not have a direct effect on customer loyalty. Similarly, system quality does not significantly affect online customer experience unless paired with other quality dimensions. These results highlight the evolving priorities of digital banking customers, who value efficient, secure, and intuitive platforms over traditional service interactions. The study emphasizes the importance of integrating high system and information quality with personalized and responsive service to enhance the overall customer experience. This research provides theoretical and practical insights for banking institutions aiming to strengthen their digital strategies and foster sustainable customer loyalty in the competitive landscape of digital banking.
Keywords: System Quality; Information Quality; Service Quality; Customer Loyalty; Online Customer Experience
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References
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Dootson, P., Beatson, A., & Drennan, J. (2016). Financial institution using social media- do consumers perceive value? International Journal of Bank Marketing, 34(1), 9-36.
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Fianto, B.A., Rahmawati, C.K., & Supriani, I. (2021). Mobile banking service quality and its impact on customer satisfaction of Indonesian Islamic banks. Jurnal Ekonomi & Keuangan Islam, 7(1), 59-76
Fida, B.A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of service quality on customer loyalty and customer satisfaction in Islamic banks in the Sultanate of Oman. Sage Open, 10(2), 1-10.
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Flavian, C., Guinaliu, M., & Lu, Y. (2020). Mobile payment adoption-introducing mindfulness to better understand consumer behavior. International Journal of Bank Marketing, 38(7), 1575-1599.
Gandolfo, A. (2020). Content shared between banks and users on the social ecosystem : an inductive exploratory inquiry. Electronic Commerce Research,2(4), 679-712.
Ghiuta, O.A., & Nistor, A. (2025). Analysis of consumer behavioral factors between online shoppling and physical store experience in the M-commerce era. Telecom, 6(1), 17.
Hair, J.F., Ringle, C., & Sarstedt, M. (2011). PLS-Sem indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139-152.
Hair, J.F., Risher, J.J., Sarstedt, M., & Ringle, C.M. (2019). When to use and how to report the result of PLS-SEM. European Business Review, 31(2), 2-24.
Hammoud, J., Bizri, R.M., El-Baba, I. (2019). The impact of e-banking service quality on customer satisfaction: Evidence from the Lebanese banking sector. SAGE Open,8(3)
Hamouda, M. (2019). Omnichannel banking integration quality and perceived value as drivers of consumer satisfaction and loyalty. Journal of Enterprise Information Management, 32(4), 608 – 625.
Indonesia News. (2025, May 3). Boosting financial inclusion: digital transaction surge at Bank Mandiri. Indonesiaeco.com.(https://indonesiaeco.com/boosting-financial-inclusion-digital-transactions-surge-at-bank-mandiri)
Jatmiko, L.D. (2022, March 13). BRI (BBRI) catat volume transaksi lewat Brimo capai 1345 triliun pada 2021. Bisnis.com.
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Kaura, V., Durga-prasad, C.S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404-422.
Khan, I., Rahman, Z, & Fatma, M. (2016). The role of customer brand engagement and brand experience in online banking. International Journal of Bank Marketing, 34(7), 1025 – 1041
Khatoon, S., Zhengliang, X., & Hussain, H. (2020). The mediating effect of customer satisfaction on the relationship between electronic banking service quality and customer purchase intention: evidence from Qatar banking section. Asian Journal of Applied Science and Technology,4(1), 6-29.
Kim, S.Y., Lee, J., & Kim, S.H. (2020). The effects of service quality, trust and satisfacation on customer loyalty in the digital banking industry. International Journal of Bank Marketing, 38(5), 1181-1202.
Komulainen, H., & Saraniemi, S. (2019). Customer centricity in mobile banking: A customer experience perspective. International Journal of Bank Marketing, 37(5), 1082-1102
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Published
2025-07-24
How to Cite
Maskur, A., Nawatmi, S., & Santoso, I. H. (2025). ONLINE CUSTOMER EXPERIENCE FOR DIGITAL BANKING CUSTOMERS: RECONFIRMATION OF INFORMATION SYSTEM SUCCESS MODEL. Journal of Management : Small and Medium Enterprises (SMEs), 18(2), 1237-1256. https://doi.org/10.35508/jom.v18i2.20605
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Articles
