The impact of hedonic and utilitarian dimension in mobile service banking quality towards relationship quality

Main Article Content

Juniarty Siahaan
Yokie Radnan Kristiyono
Anggiat B. Sitorus
Eric D. Saputra


Service quality is vital for retail banking institutions nowadays to have a competitive advantage against their competitors. One of the ways was developing a mobile banking application. By relying on the mobile banking application, the banking institutions would serve their existing customers better and attract new potential customers. The purpose of this research was to investigate the effect of mobile banking service quality empirically in terms of the utilitarian and hedonic dimensions on the relationship quality variables, namely commitment, trust, and satisfaction. The research focused on 220 respondents from university students in Indonesia who are at least 17 years old and using a mobile banking application on their smartphones. The method for collecting data is based on convenience sampling. The Structural Modelling Equation was also used to analyze the data result. The findings show that trust significantly and positively influences commitment/satisfaction. Furthermore, the dimensions of mobile 'banking. Service quality (Security/ Privacy, Practicality, Design/Aesthetics, and Enjoyment) has a low-moderate effect on relationship qualitative variables (Trust, Satisfaction, and Commitment). The dimensions of mobile banking service quality positively influence the relationship quality, except PPracticalitydoes not affect Commitment, Design/Aesthetics does not influence trust, and enjoyment does not influence commitment.



Download data is not yet available.

Plum Analytics

Article Details

Author Biography

Yokie Radnan Kristiyono, Universitas Pelita Harapan, Indonesia

Management Department


Amin, M., Rezaei, S., & Abolghasemi, M. (2014). User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU), and trust. Nankai Business Review International.

Andriani, P., Setyorini, N., & Shibghatalloh, A. H. (2021). Investigating e-servicescape influence to customer response in digital Islamic Banking. International Journal of Islamic Economics and Finance (IJIEF), 4(1), 101–120.

Arcand, M., PromTep, S., Brun, I., & Rajaobelina, L. (2017). Mobile banking service quality and customer relationships. International Journal of Bank Marketing.

Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Kizgin, H., & Patil, P. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management.

Baderi, F. (2019). Digitalisasi Perbankan. Harian Ekonomi Neraca.

Brun, I., Rajaobelina, L., & Line, R. (2014). Online relationship quality: Scale development and initial testing. International Journal of Bank Marketing.

Budiman, T. (2017). Aesthetic plays a part for enhancing safety and trust in a product design. Insight.

Chandra, S., Srivastava, S. C., & Theng, Y.-L. (2010). Evaluating the Role of Trust in Consumer Adoption of Mobile Payment Systems: An Empirical Analysis. Communications of the Association for Information Systems.

Chemingui, H., & Lallouna, H. Ben. (2013). Resistance, motivations, trust and intention to use mobile financial services. International Journal of Bank Marketing.

Facebook IQ. (2021). Uncovering banking behavior trends of mobile-first Millennials. Facebook for Business. Facebook.Com.

Fisher, G. G., Matthews, R. A., & Gibbons, A. M. (2016). Developing and investigating the use of single-item measures in organizational research. Journal of Occupational Health Psychology, 21(1), 3–23.

Giovannini, C. J., Ferreira, J. B., da Silva, J. F., & Ferreira, D. B. (2015). The effects of trust transference, mobile attributes and enjoyment on mobile trust. BAR - Brazilian Administration Review.

Hair Jr., J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2016). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). SAGE Publications, Inc.

Hanafizadeh, P., Behboudi, M., Abedini Koshksaray, A., &

Jalilvand Shirkhani Tabar, M. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics.

Jun, M., & Palacios, S. (2016). Examining the key dimensions of mobile banking service quality: an exploratory study. International Journal of Bank Marketing.

Khan, A. G., Lima, R. P., & Mahmud, M. S. (2021). Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model. Global Business Review, 22(1), 85–100.

Koschate-Fischer, N., & Schandelmeier, S. (2014). A guideline for designing experimental studies in marketing research and a critical discussion of selected problem areas. Journal of Business Economics.

Marinkovic, V., & Kalinic, Z. (2017). Antecedents of customer satisfaction in mobile commerce: Exploring the moderating effect of customization. Online Information Review.

Rajaobelina, L., Ricard, L., Bergeron, J., & Toufaily, É. (2014). An integrative model of installed online trust in the financial services industry. Journal of Financial Services Marketing.

Rouibah, K., Lowry, P. B., & Hwang, Y. (2016). The effects of perceived enjoyment and perceived risks on trust formation and intentions to use online payment systems: New perspectives from an Arab country. Electronic Commerce Research and Applications.

Sahoo, D., & S. Pillai, S. (2017). Role of mobile banking servicescape on customer attitude and engagement: An empirical investigation in India. International Journal of Bank Marketing.

Sekaran, U., & Bougie, R. (2016). Reserach Methods for Bussiness: A Skill-Bulding Approach (7th ed.). John Wiley & Sons Ltd.

Shaikh, A. A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. In Telematics and Informatics.

Sharma, S. K., & Sharma, M. (2019). Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation. International Journal of Information Management.

Shetty, A., & Basri, S. (2018). Relationship orientation in banking and insurance services – a review of the evidence. In Journal of Indian Business Research.

Singh, S., & Srivastava, R. K. (2018). Predicting the intention to use mobile banking in India. International Journal of Bank Marketing.

Supriyanto, B. (2021). Survei RB Consulting: Tingkat Penetrasi Digital Banking Milenial Baru 30 Persen. Bisnis.Com.

Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships. International Journal of Bank Marketing.

Vesel, P., & Zabkar, V. (2010). Relationship quality evaluation in retailers' relationships with consumers. European Journal of Marketing, 44(9), 1334–1365.

Yusfiarto, R. (2021). The relationship between m-banking service quality and loyalty: evidence in Indonesian Islamic Banking. Asian Journal of Islamic Management, 3(1), 23–33.

Zhou, T. (2011). The effect of initial trust on user adoption of mobile payment. Information Development.