ENHANCEMENT OF E-SERVICE QUALITY, WORD OF MOUTH, AND CORPORATE IMAGE TOWARDS THE USE OF MOBILE BANKING IN INDONESIAN SHARIA BANK KENDARI BRANCH, INDONESIA

Abstract

This study is to examine and analyze empirically the effect of E-Service Quality, Word Of Mouth and Corporate Image on Customer Decisions in Using Mobile Banking at Bank Syariah Indonesia Kendari Branch. This research is an explanatory research that aims to explain the causal relationship between variables using a quantitative approach. The population and sample in this study were customers using Mobile Banking at Bank Syariah Indonesia Kendari Branch totaling 138 people. The analytical method to answer the hypothesis in this study is the Multiple Regression method (multiple regression analysis) which measures the intensity of two variables, namely the independent variable and the dependent variable. The results showed that E-Service Quality, Word Of Mouth and Corporate Image had a positive and significant effect, then simultaneously and partially also had a positive and significant effect on Customer Decisions in using Mobile Banking at Bank Syariah Indonesia Kendari Branch. In conclusion, there is a positive and significant effect simultaneously (simultaneously) on Customer Decisions in using Mobile Banking at Bank Syariah Indonesia Kendari Branch. It is expected that Bank Syariah Indonesia Kendari Branch will further improve Service Quality, especially in Mobile Banking which is provided in order to produce a good view of customers so as to produce a quality image for the company.

Keywords

• e-service quality
• word of mouth
• corporate image
• customer decision