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Customer Loyalty Characteristic Obstacles of Internet Banking Adoptions

Ronny, Ronny (2018) Customer Loyalty Characteristic Obstacles of Internet Banking Adoptions. Russian Journal of Agricultural and Socio-Economic Sciences, 1 (73). pp. 124-130. ISSN 2226-1184

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PEER REVIEW RONNY - Customer Loyalty Characteristics in Obstacles of lnternet Banking Adoption.pdf

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3_Customer Loyalty_turnitin.pdf

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Abstract

This paper analyzes the characteristics of customer loyalty on the barriers in using internet banking with a qualitative approach through interviews to 10 informants who have or never used internet banking. Three types of obstacles perceived by customers include security threats, difficulty in operating internet banking, and unreliable access. There are three characteristics of customer loyalty in the face of these barriers, first, leaving internet banking categorized as low loyalty; second, limiting themselves using internet banking features categorized as medium loyalty; and third, finding solutions to overcome barriers categorized as high loyalty. The three characteristics motivated by 3 factors including customer knowledge, risk perception, and influence of other service choices

Item Type: Article
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Lecturer
Depositing User: RONNY RONNY
Date Deposited: 06 Jul 2020 23:00
Last Modified: 10 Oct 2020 19:39
URI: http://eprints.perbanas.ac.id/id/eprint/5685

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