AN ANALYSIS OF DIGITAL SERVICE QUALITY INFLUENCE AND CUSTOMER EXPERIENCE TOWARDS CONVENTIONAL BANKS PERFORMANCE IN INDONESIA
Vita Dhameria

Doctoral Student of Economics Science
Diponegoro University Semarang
Lecturer of 17 Agustus 1945 University Cirebon
Imam Ghozali
Lecturer of Economics Science
Doctoral Program of Diponegoro University Semarang

Abstract

This research studied about variables influencing the performance of conventional banks in Indonesia. Variables in this research covered digital service quality, customer experience, customer satisfaction, and conventional banks performance. Sampling technique used was purposive sampling; sample in this research is customers of conventional banks in Indonesia. There were 120 respondents involved in the research. The data were analyzed by using Structural Equation Model (SEM) from software AMOS 22 with Goodness of Fit chi square =71,710; probability = 0.015; GFI = 0.914; AGFI = 0.860; CFI = 0.979; TLI = 0.971; RMSEA = 0.064; CMIN/DF=1.494. From the result of hypothetical testing, it can be concluded that digital service quality influenced positively and significantly towards customer satisfaction. Customer experience gave positive and significant influence towards customer satisfaction. On the other hand, Digital service quality influenced negatively and insignificantly towards conventional banks performance. Meanwhile Customer experience and customer satisfaction influenced positively and significantly towards conventional banks performance.

Keywords: Service Quality, Customer Experience, Customer Satisfaction, Conventional Banks performance

Topic: Economics and Management