THE EFFECT OF LAY OUT AND FUNCTION, DESIGN AND SOCIAL FACTORS OF E-SERVICESCAPE ON CUSTOMER FLOW EXPERIENCE RELATED TO SATISFACTION IN EFFORTS TO IMPROVE CONTINUITY INTENTION IN M- BANKING USERS

• Main Author: Khairil Bustaman, Muhammad
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/73306
• Institution: Institut Teknologi Bandung

Based on a comprehensive analysis of the literature, this study provides a conceptual framework and analysis of the e-servicescape's components,customer flow experience related to satisfaction to improve continuity intention. The study's measurements, which focus on shifting consumer behaviour from offline to online, are specifically designed for Indonesian conditions.. This study's findings are anticipated to improve knowledge in the field of management science, particularly in the area of marketing management and its use of e-servicescape to boost customer happiness. For analysis in this study, a descriptive quantitative method was used,a descriptive method analyses and describes a research outcome using a structural equation model with partial least squares.The multivariate statistical analysis method called SEM was created using regression and route analysis. Processing SEM data is becoming more sophisticated..The general atmosphere of mobile banking is affected by the design and functioning components in a virtual environment, which in turn affects customer flow. This has a significant positive impact on the relationship between design and customer flow experience in terms of m-banking design. The relationship between social factors and the consumer flow experience is quite favourable. Customer satisfaction and customer flow experience are strongly positively correlated. There is a substantially stronger connection between pleasure and continuity in the whole m-banking environment. Customers that are satisfied with their m-banking experience will act responsibly, according to the association between customer satisfaction and behavioural intention.. Novelty of this research are the indicators in this study are adjusted to Indonesian conditions and focus on shifting consumer behaviour from offline to online transactions. This includes indicators related to banking services, where young generation consumers pay close attention to layout and function factors, design, and social aspects. This study is distinctive in that it connects the variables influencing E-Servicescape with customer flow experience, satisfaction.