The Roles of Self-Service Technology on Customers' Decisions To Using Islamic Bank Mobile Banking

Authors

  • Amelia Putri Darwiyani Universitas Ahmad Dahlan
  • Priyono Puji Prasetyo Program Studi Perbankan Syariah, Fakultas Agama Islam, Universitas Ahmad Dahlan
  • Marfuah Universitas Islam Indonesia

DOI:

https://doi.org/10.12928/ijiefb.v8i2.13592

Keywords:

Self-Service Technology, Relationship Marketing, Customer Intimacy, Satisfaction, Customer Decisions

Abstract

Introduction to The Problem: This study aims to determine the influence of self-service technology, relationship marketing, and customer intimacy on customers' decisions to use Sharia bank mobile banking services, with satisfaction as a mediating variable.

Purpose/Objective Study: The object of this research is users of Sharia bank mobile banking services in the Special Region of Yogyakarta Province.

Design/Methodology/Approach: The sampling technique used is purposive sampling, with the sample size calculated using the Lameshow formula. Data were collected through a questionnaire and analyzed using the Partial Least Squares Structural Equation Modelling (PLS-SEM) technique with the SmartPLS application.
Findings: The results show that satisfaction acts as a full mediating variable, meaning it successfully mediates the influence of self-service technology, relationship marketing, and customer intimacy on customers' decisions to use Sharia bank mobile banking.

Findings: The results showed that all hypotheses had a positive and significant effect. Individual attributes and work effort significantly influence employee performance. Organizational support moderates individual attribute variables and work effort variables.

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Published

2025-08-11

Issue

Vol. 8 No. 1 (2025)

Section

Articles

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