{"id":"https://openalex.org/W4386625702","doi":"https://doi.org/10.59188/devotion.v4i8.544","title":"Customer Experience in Digital Banking: The Influence of Convenience, Security, and Usefulness on Customer Satisfaction and Customer Loyalty in Indonesia","display_name":"Customer Experience in Digital Banking: The Influence of Convenience, Security, and Usefulness on Customer Satisfaction and Customer Loyalty in Indonesia","publication_year":2023,"publication_date":"2023-08-14","ids":{"openalex":"https://openalex.org/W4386625702","doi":"https://doi.org/10.59188/devotion.v4i8.544"},"language":"en","primary_location":{"id":"doi:10.59188/devotion.v4i8.544","doi":"https://doi.org/10.59188/devotion.v4i8.544","is_oa":true,"landing_page_url":"https://doi.org/10.59188/devotion.v4i8.544","pdf_url":"https://devotion.greenvest.co.id/index.php/dev/article/download/544/989","source":{"id":"https://openalex.org/S4210181204","display_name":"Devotion Journal of Research and Community Service","issn_l":"2777-0915","issn":["2777-0915","2797-6068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Devotion : Journal of Research and Community Service","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://devotion.greenvest.co.id/index.php/dev/article/download/544/989","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5092850633","display_name":"Stefanus Andrew Susanto","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I166073570","display_name":"Binus University","ror":"https://ror.org/03zmf4s77","country_code":"ID","type":"education","lineage":["https://openalex.org/I166073570"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Stefanus Andrew Susanto","raw_affiliation_strings":["Universitas Bina Nusantara"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Bina Nusantara","institution_ids":["https://openalex.org/I166073570"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5092850634","display_name":"Michael Valensius Manek","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I166073570","display_name":"Binus University","ror":"https://ror.org/03zmf4s77","country_code":"ID","type":"education","lineage":["https://openalex.org/I166073570"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Michael Valensius Manek","raw_affiliation_strings":["Universitas Bina Nusantara"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Bina Nusantara","institution_ids":["https://openalex.org/I166073570"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5108862948","display_name":"Rheo Alfonso Setiawan","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I166073570","display_name":"Binus University","ror":"https://ror.org/03zmf4s77","country_code":"ID","type":"education","lineage":["https://openalex.org/I166073570"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Rheo Alfonso Setiawan","raw_affiliation_strings":["Universitas Bina Nusantara"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Bina Nusantara","institution_ids":["https://openalex.org/I166073570"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5076271364","display_name":"Faranita Mustikasari","orcid":"https://orcid.org/0009-0003-6597-6565","observed_orcids":["https://orcid.org/0009-0003-6597-6565"]},"institutions":[{"id":"https://openalex.org/I166073570","display_name":"Binus University","ror":"https://ror.org/03zmf4s77","country_code":"ID","type":"education","lineage":["https://openalex.org/I166073570"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Faranita Mustikasari","raw_affiliation_strings":["Universitas Bina Nusantara"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Bina Nusantara","institution_ids":["https://openalex.org/I166073570"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I166073570"],"apc_list":null,"apc_paid":null,"fwci":5.6974,"has_fulltext":true,"cited_by_count":36,"citation_normalized_percentile":{"value":0.9598347,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":99},"biblio":{"volume":"4","issue":"8","first_page":"1671","last_page":"1685"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9657999873161316,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9657999873161316,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.0272000003606081,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0024999999441206455,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/digital-banking","display_name":"digital banking","score":0.8669999837875366},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9300000071525574},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/convenience","display_name":"convenience","score":0.9369999766349792},{"id":"https://openalex.org/keywords/security-computing","display_name":"security (computing)","score":0.9470000267028809},{"id":"https://openalex.org/keywords/perceived-usefulness","display_name":"perceived usefulness","score":0.9020000100135803},{"id":"https://openalex.org/keywords/mediating-role-of-satisfaction","display_name":"mediating effect of satisfaction","score":0.5929999947547913},{"id":"https://openalex.org/keywords/makassar","display_name":"Makassar","score":0.8970000147819519}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7934204936027527},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.7352880239486694},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.718743622303009},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6058131456375122},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6003766655921936},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5236365795135498},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.519666314125061},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.5029308199882507},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.4745020568370819},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.42247509956359863},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.33351361751556396},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.13998687267303467},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.11825662851333618},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.59188/devotion.v4i8.544","doi":"https://doi.org/10.59188/devotion.v4i8.544","is_oa":true,"landing_page_url":"https://doi.org/10.59188/devotion.v4i8.544","pdf_url":"https://devotion.greenvest.co.id/index.php/dev/article/download/544/989","source":{"id":"https://openalex.org/S4210181204","display_name":"Devotion Journal of Research and Community Service","issn_l":"2777-0915","issn":["2777-0915","2797-6068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Devotion : Journal of Research and Community Service","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.59188/devotion.v4i8.544","doi":"https://doi.org/10.59188/devotion.v4i8.544","is_oa":true,"landing_page_url":"https://doi.org/10.59188/devotion.v4i8.544","pdf_url":"https://devotion.greenvest.co.id/index.php/dev/article/download/544/989","source":{"id":"https://openalex.org/S4210181204","display_name":"Devotion Journal of Research and Community Service","issn_l":"2777-0915","issn":["2777-0915","2797-6068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Devotion : Journal of Research and Community Service","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","score":0.48510000109672546,"display_name":"Decent work and economic growth"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4386625702.pdf","grobid_xml":"https://content.openalex.org/works/W4386625702.grobid-xml"},"referenced_works_count":10,"referenced_works":["https://openalex.org/W2008204295","https://openalex.org/W2159369755","https://openalex.org/W2736010881","https://openalex.org/W2973056001","https://openalex.org/W2979970366","https://openalex.org/W3035837676","https://openalex.org/W3039574532","https://openalex.org/W3086891697","https://openalex.org/W3139509483","https://openalex.org/W3177045545"],"related_works":["https://openalex.org/W4411132614","https://openalex.org/W7084136617","https://openalex.org/W4386243357","https://openalex.org/W7166680934","https://openalex.org/W4409456471","https://openalex.org/W6968176895","https://openalex.org/W7135070810","https://openalex.org/W4413992460","https://openalex.org/W7124454034","https://openalex.org/W7218514195"],"abstract_inverted_index":{"The":[0,96,128],"emergence":[1],"of":[2,46,71,101,142,169,216,225],"digital":[3,35,47,80,102,176,193,226],"banks":[4,194],"in":[5,39,49,78,85,156,175,195],"Indonesia,":[6,50,197],"such":[7],"as":[8,152],"Blu":[9],"by":[10,23],"BCA,":[11],"Bank":[12,17],"Jago,":[13],"Allo":[14],"Bank,":[15],"and":[16,30,62,76,108,125,133,162,172,183,202,209],"Neo":[18],"Commerce":[19],"has":[20],"been":[21],"driven":[22],"the":[24,28,31,40,44,56,69,79,140,157,167,214,223],"positive":[25],"response":[26],"from":[27],"public":[29],"increasing":[32],"demand":[33],"for":[34,120,192],"banking":[36,48,81,103,177,227],"services,":[37],"especially":[38],"Covid-19":[41],"pandemic.":[42],"With":[43],"growth":[45],"it":[51],"is":[52,118,144,150],"important":[53],"to":[54,67,92,179,198],"understand":[55],"factors":[57],"that":[58,131],"shape":[59],"customer":[60,72,137,148,160,181,205,217],"satisfaction":[61,75,149,182,218],"loyalty.":[63,163,184],"This":[64,164],"study":[65,97,165],"aims":[66],"examine":[68,93],"influence":[70,136,141,215],"experience":[73,161],"on":[74,219],"loyalty":[77],"industry,":[82],"with":[83,212],"focus":[84],"Indonesia":[86],"(Makassar).":[87],"Seven":[88],"hypotheses":[89],"are":[90],"proposed":[91],"these":[94],"relationships.":[95,206],"utilizes":[98],"a":[99,153],"sample":[100],"customers":[104],"through":[105],"convenience":[106,132,171,208],"sampling":[107],"collects":[109],"data":[110,121],"using":[111],"electronic":[112],"questionnaires.":[113],"Structural":[114],"equation":[115],"modelling":[116],"(PLS)":[117],"employed":[119],"analysis,":[122],"considering":[123],"validity":[124],"reliability":[126],"measures.":[127],"findings":[129],"reveal":[130],"security":[134,173],"significantly":[135],"satisfaction,":[138],"while":[139],"usefulness":[143],"not":[145],"supported.":[146],"Additionally,":[147],"identified":[151],"significant":[154],"mediator":[155],"relationship":[158],"between":[159],"emphasizes":[166],"importance":[168],"improving":[170],"aspects":[174],"services":[178,201],"enhance":[180,199],"In":[185],"conclusion,":[186],"this":[187],"research":[188],"provides":[189],"valuable":[190],"insights":[191],"Makassar,":[196],"their":[200],"cultivate":[203],"strong":[204],"Prioritizing":[207],"security,":[210],"along":[211],"understanding":[213],"loyalty,":[220],"can":[221],"drive":[222],"success":[224],"firm.":[228]},"counts_by_year":[{"year":2026,"cited_by_count":11},{"year":2025,"cited_by_count":12},{"year":2024,"cited_by_count":13}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2023-09-13T00:00:00"}