Susanto, Y. Budi and Pratiwi, Sherly Caesaria (2019) The Effect of Technology Readiness, Service Quality and Perceived Risk on Relationship Quality, and the Implications for Continuance of Intention - Study on Users of BCA Mobile Banking Applications. International Journal of Innovation, Creativity and Change, 5 (6).
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Abstract
Many banks in Indonesia compete to provide a digital platform that is useful for conducting banking transactions by presenting mobile banking. To be able to compete, the presence of mobile banking must be able to build a good quality relationship with customers. BCA mobile banking (m-BCA) is a mobile banking service that comes from one of the largest banks in Indonesia. But field observation shows there are many complaints from m-BCA customers that can lead to discontinuation of using m-BCA. The study aims to determine the effect of Technology Readiness, Service Quality, and Perceived Risk that can affect Relationship Quality and provide implications for Continuance of Intention on m-BCA. The quantitative method is used in analysing this study, as well as collecting data by distributing questionnaires to 105 respondents. The data gathered is being examined by using the Structural Equation Model (SEM). The results in this study indicate that five proposed hypotheses have proven that there is a positive effect on continuance intention. Still, technology readiness isn't proven as a significant effect on perceived risk.
| Item Type: | Article |
|---|---|
| Keywords: | Technology Readiness, Service Quality, Perceived Risk, Relationship Quality, Continuance Intention. |
| Subjects: | 300 Social Sciences > 330 Economics > 332 Financial Economics (Shares, Investment) > 332.1 Banks, Banking Services, Central Banks, World Bank |
| Divisions: | Faculty of Business > Master of Technology Management |
| Depositing User: | Administrator UMN Library |
| Date Deposited: | 12 Sep 2022 02:24 |
| Last Modified: | 16 Sep 2022 02:16 |
| URI: | https://kc.umn.ac.id/id/eprint/22984 |
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