3rd Asia Pacific International Conference on Industrial Engineering and Operations Management

The Implication of e-Service Quality to Customer Satisfaction on Behavioral Intention in Pension Funds Digitalization Services

MUHAMMAD HIDAYATULLAH, Irka Oktavini B.M. & Rano Kartono
Publisher: IEOM Society International
0 Paper Citations
Track: E-Business and E-Commerce

The company's ability to communicate to their customers are very important in order to achieve the expected expectations of the quality of the products and services presented. This phenomenon encourages various companies to develop their services through various technological approaches in reaching customers from across regions. On the other hand, Pension funds management customers are retired and less familiar with the use of the internet and other technologies. Therefore, this study was conducted to determine the indicators of the quality of electronic services (e-service quality) in the form of efficiency, responsiveness, privacy and reliability that can affect customer satisfaction, which then has an impact on customer behavioral intentions reinforced by technology readiness. Questionnaires were distributed to pension funds management customers in the Central Sulawesi, Indonesia with a minimum age of 50 years and have used various pension funds management digitization services with a total of 451 respondents who collected and met the requirements. The analytical method used is PLS-SEM to test the hypothesis, validity and reliability. Based on the results of the analysis that has been carried out in this study, it is known that the variables that positively and significantly affect Customer Satisfaction are Efficiency, Responsiveness and Reliability. In the other hypotheses, it is known that Customer Satisfaction affects Behavioral Intention positively and significantly, while Technology Readiness is positively and significantly moderating Customer Satisfaction towards Behavioral Intention pension funds management company in Indonesia.

Published in: 3rd Asia Pacific International Conference on Industrial Engineering and Operations Management, Johor Bahru, Malaysia

Publisher: IEOM Society International
Date of Conference: September 13-15, 2022

ISBN: 978-1-7923-9162-0
ISSN/E-ISSN: 2169-8767