Track: Masters Thesis Competition

Abstract

The acceleration of technology has changed the conventional banking service model to be electronic/digital based in the form of internet banking and mobile banking. The use of mobile banking applications in Indonesia experiences rapid growth. Throughout 2018, Bank Negara Indonesia recorded a significant transaction growth of 200%, Bank Central Asia at 66%, Bank Tabungan Indonesia 45%, and Bank CIMB Niaga 45%. This growth cannot be separated from the development of smartphone technology, the Industrial Revolution 4.0 based on the Internet of Things (IoT), the need for easy and flexible banking services, as well as the vision and mission of digitization launched by the Financial Services Authority (OJK). This makes mobile banking as one of the banking resources in building a competitive advantage in its business.

Service quality is an important key in maintaining customer loyalty. Therefore, measuring the quality of mobile banking services is the first step to create a competitive advantage for banks. Through a literature study conducted in this study, a list of dimensions and indicators that can be used to measure the quality of mobile banking services will be generated, including: application aspect, complaint handling aspect, and economic benefit aspect.

Keywords

Technology, mobile banking, service quality