DETERMINAN CUSTOMER SWITCHING INTENTION MENGGUNAKAN MOBILE BANKING BANK SYARIAH

Muhammad Mashduqi, NIM.: 21208011003 (2023) DETERMINAN CUSTOMER SWITCHING INTENTION MENGGUNAKAN MOBILE BANKING BANK SYARIAH. Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

Preview	Text (DETERMINAN CUSTOMER SWITCHING INTENTION MENGGUNAKAN MOBILE BANKING BANK SYARIAH) 21208011003_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf - Published Version Download (3MB) | Preview
	Text (DETERMINAN CUSTOMER SWITCHING INTENTION MENGGUNAKAN MOBILE BANKING BANK SYARIAH) 21208011003_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf - Published Version Restricted to Registered users only Download (6MB) | Request a copy

Abstract

The purpose of this study was to determine the effect of the variables included in the Pull-Push-Mooring (PPM) model which adopts direct and moderating effects on customer switching intentions to use Islamic mobile banking. The data collected in this study were 320 respondents who were obtained from distributing questionnaires using the Google form, then the data was processed using the Partial Least Square Structural Equation Modeling (PLS-SEM) approach. The results showed that dissatisfaction, alternative attractiveness, perceived usefulness, and ease of use which acted as push factors and pull factors had a positive effect on switching intentions, while the moderation interaction in this study only occurred in alternative cultural relations to switching intentions which were positively moderated by personal innovation. and the relationship of ease of use to switching intention that is positively moderated by habit. In addition, ease of use as a pull factor and personal innovation as a mooring factor have an influence on switching intentions but are not in accordance with the hypothesis.

Share this knowledge with your friends :

Actions (login required)

View Item