The Effect of Relationship Quality on Continuity in the Use of Sharia M-Banking: The Role of Access Convenience, Service Quality and Structure Assurance
Authors :
(1)
Ardy Wibowo 
(Universitas Alma Ata Yogyakarta, Indonesia)
(2)
Febrian Wahyu Wibowo (Universitas Alma Ata Yogyakarta, Indonesia)
(3)
Rusny Istiqomah Sujono (Universitas Alma Ata Yogyakarta, Indonesia)
(4)
Dimas Wibisono (Universitas Alma Ata Yogyakarta, Indonesia)
(5)
Uswatun Khasanah (Universitas Alma Ata Yogyakarta, Indonesia)Abstract
Abstrak
This research delves into the impact of relationship quality (RQ) on the ongoing utilization of sharia mobile banking (m-banking). The study draws upon the Theory of Planned Behaviour (TPB) and past behaviour as theoretical frameworks to examine how sustainability attitudes influence the use of m-banking, considering the quality of customer relationships with banks in determining sustainable intentions in sharia m-banking usage. Employing a quantitative approach, the research involves data collection, interpretation, and presentation based on a sample of 100 sharia m-banking users in the Special Region of Yogyakarta, using Snowball Sampling. Questionnaires were distributed for data collection, and the analysis utilized the Structural Equation Modelling (SEM) method with the Partial Least Square (PLS) program. The findings support all four hypotheses, indicating significant effects on sustainability intentions in sharia m-banking usage. The study also conducted mediation testing, revealing that variables such as Access Convenience and Service Quality do not directly impact sustainability intentions. Instead, a good-quality relationship with the provider is essential for sustainable intentions in sharia m-banking, while the Structural Assurance variable directly influences sustainable intentions without necessitating a high-quality relationship with the bank.
Penelitian ini menyelidiki dampak kualitas hubungan (RQ) terhadap pemanfaatan mobile banking (m-banking) syariah yang sedang berlangsung. Studi ini mengacu pada Theory of Planned Behavior (TPB) dan perilaku masa lalu sebagai kerangka teoritis untuk menguji bagaimana sikap keberlanjutan mempengaruhi penggunaan m-banking syariah, dengan mempertimbangkan kualitas hubungan nasabah dengan bank dalam menentukan niat berkelanjutan dalam penggunaan m-banking syariah. Dengan menggunakan pendekatan kuantitatif, penelitian ini melibatkan pengumpulan, interpretasi, dan penyajian data berdasarkan sampel 100 pengguna m-banking syariah di Daerah Istimewa Yogyakarta, dengan menggunakan Snowball Sampling. Kuesioner disebar untuk pengumpulan data, dan analisisnya menggunakan metode Structural Equation Modeling (SEM) dengan program Partial Least Square (PLS). Temuan ini mendukung keempat hipotesis, yang menunjukkan dampak signifikan terhadap niat keberlanjutan dalam penggunaan m-banking syariah. Studi ini juga melakukan pengujian mediasi, yang menunjukkan bahwa variabel seperti Kenyamanan Akses dan Kualitas Layanan tidak berdampak langsung terhadap niat keberlanjutan. Sebaliknya, hubungan berkualitas baik dengan penyedia layanan sangat penting untuk niat berkelanjutan dalam m-banking syariah, sedangkan variabel Jaminan Struktural secara langsung mempengaruhi niat berkelanjutan tanpa memerlukan hubungan berkualitas tinggi dengan bank.
Keywords
Full Text:
PDF
| DOI: http://dx.doi.org/10.30983/es.v7i2.7265
References
Abu-Taieh, E. M., AlHadid, I., Abu-Tayeh, S., Masa’deh, R., Alkhawaldeh, R. S., Khwaldeh, S., & Alrowwad, A. (2022). Continued intention to use of M-Banking in Jordan by integrating UTAUT, TPB, TAM and service quality with ML. Journal of Open Innovation: Technology, Market, and Complexity, 8(3), 120.
Ajzen, I. (2005). ttitudes, Personality, and Behavior. 2nd Edition. Open University Press.
Alalwan, A. A., Algharabat, R. S., Baabdullah, A. M., Rana, N. P., Qasem, Z., & Dwivedi, Y. K. (2020). Examining the impact of mobile interactivity on customer engagement in the context of mobile shopping. Journal of Enterprise Information Management, 33(3), 627–653.
Antony, A., Menon, G., RD, K., & Varghese, S. (2022). A STUDY ON THE DIGITAL TRANSFORMATION OF INSURANCE INDUSTRY”.
Arikunto, S. (2002). Metodologi penelitian suatu pendekatan proposal. Jakarta: PT. Rineka Cipta, 16, 337.
Asnakew, Z. S. (2020). Customers’ continuance intention to use mobile banking: development and testing of an integrated model. The Review of Socionetwork Strategies, 14(1), 123–146.
Basyirah, L., Hapsara, O., & Hamidah, S. (2023). KONSEP BISNIS ISLAM. Mafy Media Literasi Indonesia.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7–27.
Carrara, G., Kampermann, H., Bruß, D., & Murta, G. (2021). Genuine multipartite entanglement is not a precondition for secure conference key agreement. Physical Review Research, 3(1), 13264.
Chen, M., & Qi, X. (2015). Members’ satisfaction and continuance intention: a socio-technical perspective. Industrial Management & Data Systems, 115(6), 1132–1150.
Chen, S.-C., Yen, D. C., & Hwang, M. I. (2012). Factors influencing the continuance intention to the usage of Web 2.0: An empirical study. Computers in Human Behavior, 28(3), 933–941.
Cheng, G., Song, S., Lin, Y., Huang, Q., Lin, X., & Wang, F. (2019). Enhanced state estimation and bad data identification in active power distribution networks using photovoltaic power forecasting. Electric Power Systems Research, 177(November 2018), 105974. https://doi.org/10.1016/j.epsr.2019.105974
Chong, A. Y.-L. (2013). Predicting m-commerce adoption determinants: A neural network approach. Expert Systems with Applications, 40(2), 523–530.
Cohen, C., & Luostarinen, A. (2017). What Are the Y-Generation Consumers’ Motivations for Consuming and Purchasing Luxury Goods? An Extended Abstract. Marketing at the Confluence between Entertainment and Analytics: Proceedings of the 2016 Academy of Marketing Science (AMS) World Marketing Congress, 1271–1275.
Cohen, J. (1960). A coefficient of agreement for nominal scales. Educational and Psychological Measurement, 20(1), 37–46.
Cong Doanh, D., Gadomska-Lila, K., & Thi Loan, L. (2021). Antecedents of green purchase intention: A cross-cultural empirical evidence from Vietnam and Poland. Oeconomia Copernicana, 12(4), 935–971.
Davidovic, M. (2021). From pandemic to financial contagion: High-frequency risk metrics and Bayesian volatility analysis. Finance Research Letters, 42, 101913.
de Oliveira, U. R., Espindola, L. S., da Silva, I. R., da Silva, I. N., & Rocha, H. M. (2018). A systematic literature review on green supply chain management: Research implications and future perspectives. Journal of Cleaner Production, 187, 537–561. https://doi.org/10.1016/j.jclepro.2018.03.083
Diamantopoulos, A., & Winklhofer, H. M. (2001). Index construction with formative indicators: An alternative to scale development. Journal of Marketing Research, 38(2), 269–277.
Duarte, P., e Silva, S. C., & Ferreira, M. B. (2018). How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM. Journal of Retailing and Consumer Services, 44, 161–169.
Facchinetti, D., Psaila, G., & Scandurra, P. (2019). Mobile cloud computing for indoor emergency response: The IPSOS assistant case study. Journal of Reliable Intelligent Environments, 5(3), 173–191.
Foroughi, B., Iranmanesh, M., & Hyun, S. S. (2019). Understanding the determinants of mobile banking continuance usage intention. Journal of Enterprise Information Management, 32(6), 1015–1033.
Giovanis, A., Athanasopoulou, P., & Tsoukatos, E. (2015). The role of service fairness in the service quality–relationship quality–customer loyalty chain: An empirical study. Journal of Service Theory and Practice, 25(6), 744–776.
Gu, W., Bao, P., Hao, W., & Kim, J. (2019). Empirical examination of intention to continue to use smart home services. Sustainability, 11(19), 5213.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis, Pearson New International Edition (7th Editio). Pearson Educated Limited.
Hair Jr, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109, 101–110.
Hajli, M. N. (2014). A study of the impact of social media on consumers. International Journal of Market Research, 56(3), 387–404.
Handayani, A., Azman, H. A., & Ismail, I. (2019). Pengaruh Pengetahuan Dan Sikap Terhadap Perilaku Memilih Bank Syariah Dengan Faktor Religiusitas Sebagai Moderating Variable. EKONOMIKA SYARIAH: Journal of Economic Studies, 3(1), 1–19.
Hasyim, F., & Purnasari, N. (2021). Antecedent of halal food purchasing decision: A Theory of Planned Behavior (TPB) approach. IQTISHADIA, 14(1), 107–124.
Hiele, T. M., Widjaja, A. E., Chen, J. V., & Hariguna, T. (2019). Investigating students’ collaborative work to continue to use the social networking site. International Journal of Advanced Trends in Computer Science and Engineering, 8(1.5 Special Issue), 375–386.
Jiang, L. A., Yang, Z., & Jun, M. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), 191–214.
Jones, K., & Leonard, L. N. K. (2007). Consumer-to-consumer electronic commerce: a distinct research stream. Journal of Electronic Commerce in Organizations (JECO), 5(4), 39–54.
Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896.
Malik, A., & Rafiq, S. (2022). Investigating the relationship between social support and coping self-efficacy with consideration of future consequences during the quarter-life crisis. Journal of Management Practices, Humanities and Social Sciences, 6(5), 34–44.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The Journal of Strategic Information Systems, 11(3–4), 297–323.
Nukeriana, D. (2018). Implementasi Sertifikasi Halal Pada Produk Pangan Di Kota Bengkulu. Qiyas: Jurnal Hukum Islam Dan Peradilan, 3(2), 154–165.
Oliveira, T., Faria, M., Thomas, M. A., & Popovič, A. (2014). Extending the understanding of mobile banking adoption: When UTAUT meets TTF and ITM. International Journal of Information Management, 34(5), 689–703.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3), 335–364.
Pena, M. M., Silva, E. M. S. da, Tronchin, D. M. R., & Melleiro, M. M. (2013). The use of the quality model of Parasuraman, Zeithaml and Berry in health services. Revista Da Escola de Enfermagem Da USP, 47, 1227–1232.
Popy, N. N., & Bappy, T. A. (2022). Attitude toward social media reviews and restaurant visit intention: a Bangladeshi perspective. South Asian Journal of Business Studies, 11(1), 20–44.
Puteri, H. E., Parsaulian, B., & Azman, H. A. (2022). Potential demand for Islamic banking: examining the Islamic consumer behavior as driving factor. International Journal of Social Economics, 49(7), 1071–1085. https://doi.org/10.1108/IJSE-10-2021-0614
Quintania, M., Julius, Y., & Limakrisna, N. (2023). Influence of Service Quality, Trust, and Timely Delivery of Satisfaction Customer on J&T Express Branch Cikarang West. Journal of Accounting and Finance Management, 4(2), 192–200.
Rahman, A., Wijayanto, A., & Widayanto, W. (2023). Pengaruh Structural Assurance dan Reputation terhadap Keputusan Pembelian Konsumen di Bukalapak. Jurnal Ilmu Administrasi Bisnis, 12(2), 630–638.
Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21–31.
Reimers, V., & Chao, F. (2014). The role of convenience in a recreational shopping trip. European Journal of Marketing, 48(11/12), 2213–2236.
Rosihana, R. E., Simanjuntak, M., Wahyuni, S., Hidayat, F., Hastalona, D., Nainggolan, E., Januarty, W., Elmizan, G. H., Salmiah, S., & Mistriani, N. (2024). Pengantar Ekonomi. Yayasan Kita Menulis.
Rust, R. T., & Lemon, K. N. (2001). E-service and the consumer. International Journal of Electronic Commerce, 5(3), 85–101.
Salam, M. A., Saha, T., Rahman, M. H., & Mutsuddi, P. (2021). Challenges to mobile banking adaptation in COVID-19 pandemic. Journal of Business and Management Sciences, 9(3), 101–113.
Sarker, U., Azam, M. G., & Talukder, M. Z. A. (2022). Genetic variation in mineral profiles, yield contributing agronomic traits, and foliage yield of stem amaranth. Genetika, 54(1), 91–108.
Schroeder, R. G., Bates, K. A., & Junttila, M. A. (2002). A resource‐based view of manufacturing strategy and the relationship to manufacturing performance. Strategic Management Journal, 23(2), 105–117.
Seiders, K., Simonides, C., & Tigert, D. J. (2000). The impact of supercenters on traditional food retailers in four markets. International Journal of Retail & Distribution Management, 28(4/5), 181–193.
Shala, A., & Balaj, D. (2018). Study on the service quality e-retailing variables affecting brand loyalty. Review of Innovation and Competitiveness: A Journal of Economic and Social Research, 4(4), 53–78.
Shankar, A., Jebarajakirthy, C., & Ashaduzzaman, M. (2020). How do electronic word of mouth practices contribute to mobile banking adoption? Journal of Retailing and Consumer Services, 52, 101920.
Shankar, A., & Rishi, B. (2020). Convenience matter in mobile banking adoption intention? Australasian Marketing Journal, 28(4), 273–285.
Shareef, M. A., Baabdullah, A., Dutta, S., Kumar, V., & Dwivedi, Y. K. (2018). Consumer adoption of mobile banking services: An empirical examination of factors according to adoption stages. Journal of Retailing and Consumer Services, 43, 54–67.
Tam, J. L. M., & Wong, Y.-H. (2001). Interactive selling: a dynamic framework for services. Journal of Services Marketing, 15(5), 379–396.
Tas, A., Ergin, E. A., Kurtulmuşoğlu, F. B., & Sahin, O. F. (2019). Tackling service quality in the telecommunication B2B market. Journal of Business & Industrial Marketing, 34(7), 1580–1591.
Theron, E., & Terblanche, N. S. (2010). Dimensions of relationship marketing in business-to-business financial services. International Journal of Market Research, 52(3), 373–392.
Toufaily, E., & Pons, F. (2017). Impact of customers’ assessment of website attributes on e-relationship in the securities brokerage industry: A multichannel perspective. Journal of Retailing and Consumer Services, 34, 58–69.
Ud-Dean, S. M. M., & Gunawan, R. (2014). Ensemble inference and inferability of gene regulatory networks. PloS One, 9(8), e103812.
Ulrich, J., & Blut, M. (2015). Stealing the show? How the salesperson affects the industrial brand management. Ideas in Marketing: Finding the New and Polishing the Old: Proceedings of the 2013 Academy of Marketing Science (AMS) Annual Conference, 461.
Yazdanpanah, M., & Forouzani, M. (2015). Application of the Theory of Planned Behaviour to predict Iranian students’ intention to purchase organic food. Journal of Cleaner Production, 107, 342–352.
Yiu, C. S., Grant, K., & Edgar, D. (2007). Factors affecting the adoption of Internet Banking in Hong Kong—implications for the banking sector. International Journal of Information Management, 27(5), 336–351.
Yuliani, F. D., & Fithria, A. (2022). The Effect of Implementing Good Corporate Governance on the Profitability and Financing Risk of Sharia Commercial Banks. EKONOMIKA SYARIAH: Journal of Economic Studies, 6(1), 1–17.
Zafar, A. U., Qiu, J., Li, Y., Wang, J., & Shahzad, M. (2021). The impact of social media celebrities’ posts and contextual interactions on impulse buying in social commerce. Computers in Human Behavior, 115, 106178.
Zahra, D. R., & Anoraga, P. (2021). The influence of lifestyle, financial literacy, and social demographics on consumptive behavior. The Journal of Asian Finance, Economics and Business (JAFEB), 8(2), 1033–1041.
Zhang, T., Lu, C., & Kizildag, M. (2018). Banking “on-the-go”: examining consumers’ adoption of mobile banking services. International Journal of Quality and Service Sciences, 10(3), 279–295.
Zhou, L., Ye, S., Pearce, P. L., & Wu, M.-Y. (2014). Refreshing hotel satisfaction studies by reconfiguring customer review data. International Journal of Hospitality Management, 38, 1–10.
DOI: http://dx.doi.org/10.30983/es.v7i2.7265
Refbacks
- There are currently no refbacks.
Copyright (c) 2023 Ardy Wibowo, Febrian Wahyu Wibowo, Rusny Istiqomah Sujono, Dimas Wibisono, Uswatun Khasanah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
______________________________________________
 | Ekonomika Syariah : Journal of Economic Studies |
