The Explanation Of E-Service Quality and Actual Use of M-Banking
Keywords:e-service quality, Technology Acceptance Model (TAM), m-banking
Technological developments are increasingly rapid from time to time, causing all areas of the business sector to be required to be adaptive. One of which is the banking sector. The digital era has made mobile banking an option to facilitate transaction activities. The actual use of mobile banking is a real-world interpretation to explain the impact of electronic service quality more comprehensively. This study aims to explore mobile banking users in Indonesia. The quality of e-service in mobile banking uses the Technology Acceptance Model (TAM) approach. With total of 202 mobile banking users in Bandung as respondents; the data were analyzed using SMART PLS with the methods of reliability test, validity test, hypothesis test, and mediation analysis to be able to interpret the research objectives more specifically. The findings indicate e-service quality significantly impacts attitudes towards m-banking, perceived usefulness, and perceived ease of use. It points out that internet-based transactions, especially mobile banking systems, should be made easier, safer, and more convenient for consumers to use.
How to Cite
Copyright (c) 2023 Shafira Az-Zahra Shafira Az-Zahra, Lina Setiawati, Adila Sosianika, Widi Senalasari
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.