THE INFLUENCE OF E-SERVICE QUALITY AND CORPORATE IMAGE ON E-WOM AMONG BSI MOBILE USERS IN SURABAYA
Abstract
In mid-2023, BSI mobile experienced an error which referred to technical problems in the application. This has resulted in many customers feeling uncomfortable and even frustrated because they rely on this application as the main choice for carrying out banking transactions. This incident received a lot of attention through social media sites such as Twitter. The very broad coverage of e-WOM on social media certainly needs to be paid attention to by the company to give the company a good name. This research aims to determine whether there is an influence of e-service quality and corporate image on e-WOM. The research method used in this research is a quantitative approach with primary data. This data was taken from 120 BSI mobile users in Surabaya. The data collection technique used in this research is a data collection technique using a questionnaire and then tested using partial least squares structured equation modeling (PLS-SEM). The results of this research indicate that e-service quality has an influence on e-WOM and Corporate image influences e-WOM. The practical implication of this study is that companies, in this case BSI Mobile, should focus on improving the quality of the services they offer as well as building and maintaining a positive corporate image in the eyes of consumers.
References
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Fragata, A., Lopes, L. P. C., & Portugal, H. (2021). The Importance of Service Value and Corporate Image on Customer Satisfaction in Portuguese Mobile Banking Services. Egitania Sciencia.
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Haza, F. B., & Albanna, H. (2022). The Influence of E-Servqual and E-Trust on E-Loyalty : The Role of E-Satisfaction as an Intervening on Islamic Mobile Banking Customer. Journal of Business Management and Islamic Banking, 1(1), 119–130. https://doi.org/10.14421/jbmib.2022.011-08
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Huma, S., Ahmed, W., Ikram, M., & Najmi, A. (2024). Influence of mobile application service quality and convenience on young customer retention. Spanish Journal of Marketing - ESIC. https://doi.org/10.1108/SJME-11-2023-0310
Imro’ah, W., Rahmawati, Z. M. B., Atoillah, M., & Setiani. (2024). The Influence of Product Innovation and Service Innovation on Interest in BMT Sarana Wiraswasta Muslim through Trust as an Intervening Variable. Asian Journal of Economics, Business and Accounting, 24(9), 434–444. https://doi.org/10.9734/ajeba/2024/v24i91502
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Lesmana, A., & Balqiah, T. E. (2023). Enhancing Customer E-Loyalty and E-WOM: The Role of Electronic and Non-Electronic Service Quality and Customer Satisfaction (PLN Mobile Application). Petra International Journal of Business Studies, 6(2), 201–212. https://doi.org/10.9744/petraijbs.6.2.201-212
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Lubis, K. R. A., Rini, E. S., & Sembiring, B. K. F. (2021). The Influence of E-Service Quality and Perceived Value on the Positive E-Word of Mouth through Satisfaction of Customers Users of Internet Banking BRI in the City of Medan. International Journal of Research and Review, 8(1).
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Mulia, D., Usman, H., & Parwanto, N. B. (2021). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing, 12(6), 1097–1123. https://doi.org/10.1108/JIMA-09-2019-0190
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Macias, W., Rodriguez, K., & Barriga, H. (2023). Determinants of satisfaction with online food delivery providers and their impact on restaurant brands. Journal of Hospitality and Tourism Technology, 14(4), 557–578. https://doi.org/10.1108/JHTT-04-2021-0117
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Published
2024-10-22
How to Cite
AHMADI, Hafizh Ryan et al.
THE INFLUENCE OF E-SERVICE QUALITY AND CORPORATE IMAGE ON E-WOM AMONG BSI MOBILE USERS IN SURABAYA.
Proceedings of the International Conference of Islamic Economics and Business (ICONIES), [S.l.], v. 10, n. 1, p. 371-390, oct. 2024.
ISSN 2541-3333.
Available at: <https://conferences.uin-malang.ac.id/index.php/iconies/article/view/3079>. Date accessed: 14 may 2026.
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Articles
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