The Role of Omni-Channel Integration Quality and Perceived Value in Shaping Customer Satisfaction and Loyalty in BCA Basic Banking Services
DOI:
Abstract Views:
19 times
PDF Downloads:
16 times
Abstract
Purpose: This study aims to examine the impact of omni-channel integration quality and omni-channel perceived value on customer satisfaction, customer satisfaction on customer loyalty, and the mediation of customer satisfaction between omni channel integration quality and omni-channel perceived value to customer loyalty in the context of basic banking services (BBS). BCA offer BBS that is essential for customers.
Method: There are 143 respondents, who live in Surabaya, aged above 17 years old, who have used a minimum of two out of four of these BCA channels: ATM BCA, KlikBCA, BCA mobile, and myBCA, and who have used three basic banking services, namely money transfer, checking account balances, and bill payments in the last three months. The data collected using questionnaire, Google Form. Next, it was processed using Smart PLS and analyzed through the Structural Equation Model (SEM) method.
Result: The finding of this research proved omni-channel integration quality has a positive and significant impact on omni-channel perceived value, omni-channel integration quality has positive and significant impact on customer satisfaction, omni-channel perceived value has positive and significant impact on customer satisfaction , customer satisfaction mediate the relationship between omni-channel integration quality and customer loyalty, and customer satisfaction mediates omni channel perceived value to customer loyalty.
Downloads
References
Alzaydi, Z. (2024). Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector. Management & Sustainability: An Arab Review, 3(2), 132-149.
Antara. (2024). Airlangga: Tingkat kepemilikan rekening capai 76,3 persen pada 2023. Retrieved from https://www.antaranews.com/berita/4023741/airlangga-tingkat-kepemilikan-rekening-capai-763-persen-pada-2023, 19 November 2024.
Aprilia, Z., & CNBCIndonesia. (2024). Ramai-ramai bank tutup atm, BCA malah nambah, ini alasannya. Retrieved from https://www.cnbcindonesia.com/market/20240620071750-17-547669/ramai-ramai-bank-tutup-atm-bca-malah-nambah-ini-alasannya, 12 September 2024.
Badan Pusat Statistik Indonesia. (2024). Jumlah bank dan kantor bank - tabel statistik. Retrieved from https://www.bps.go.id/id/statistics-table/2/OTM3IzI=/jumlah-bank-dan-kantor-bank--unit-.html, 17 August 2024.
BCA. (2024a). Annual report 2023. Retrieved from https://www.bca.co.id/id/tentang-bca/Hubungan-Investor/laporan-presentasi/Laporan-Tahunan, 11 March 2024.
BCA. (2024b). BCA Reveals reasons for launching mybca app. Retrieved from https://www.bca.co.id/en/tentang-bca/media-riset/pressroom/siaran-pers/2024/03/13/06/37/bca-buka-bukaan-alasan-meluncurkan-aplikasi-mybca, 01 December 2024.
Carlson, J., O’Cass, A., & Ahrholdt, D. (2015). Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination. Journal of Retailing and Consumer Services, 27(11), 90-102.
Chang, Y., & Geng, L. (2022). Planned or unplanned purchases? The effects of perceived values on omnichannel continuance intention. International Journal of Retail & Distribution Management, 50(12), 1535-1551.
CNBC Indonesia. (2024). Cashless makin digemari: Ini 5 digital banking pilihan warga RI. CNBC Indonesia. https://www.cnbcindonesia.com/research/20240610063016-128-545113/cashless-makin-digemari-ini-5-digital-banking-pilihan-warga-ri, 19 November 2024.
CNNIndonesia. (2021). Baru 80,27 juta penduduk Indonesia yang punya rekening bank. Retrieved from https://www.cnnindonesia.com/ekonomi/20211109171854-78-718794/baru-8027-juta-penduduk-indonesia-yang-punya-rekening-bank, 12 September 2024.
Collier, J. E., Barnes, D. C., Abney, A. K., & Pelletier, M. J. (2018). Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter. Journal of Business Research, 84, 150–161.
Cotarelo, M., Fayos, T., & Calderón, H, Mollá A. (2021) Omni-channel intensity and shopping value as key drivers of customer satisfaction and loyalty. Sustainability. 13(11), 5961.
Diah, N. (2023). 11 bank terbesar di Indonesia berdasarkan asetnya. Retrieved from https://koran.tempo.co/read/ekonomi-dan-bisnis/483389/11-bank-terbesar-di-indonesia-berdasarkan-asetnya, 11 March 2024.
Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality & Reliability Management, 35(8), 1546-1567.
Fitri, P., Rini, E. S., & Fadli. (2022). The effect of omni-channel integration quality and omni-channel perceived value on customer loyalty through customer satisfaction on Kopi Kenangan branch OCBC Ringroad Medan. International Journal of Research and Review, 9(12), 434-442.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis. (8th ed.). United Kingdom: Cengage Learning.
Huré, E., Picot-Coupey, K., & Ackermann, C. L. (2017). Understanding omni-channel shopping value: A mixed-method study. Journal of retailing and consumer services, 39, 314-330.
Jaya, F. L. (2019). Pengaruh omni-channel integration quality terhadap omni-channel perceived value, customer satisfaction dan customer loyalty pada Sephora di Surabaya. (Undergraduate thesis, Widya Mandala Catholic University Surabaya, Indonesia). Retrieved from http://repository.ukwms.ac.id/id/eprint/20805/.
Kabadayi, S., Loureiro, Y.K., & Carnevale, M. (2017). Customer value creation in multichannel systems: the interactive effect of integration quality and multichannel complexity, Journal of Creating Value, 3(1), 1-18.
Kanwal, M., Arshad, M. R., Shahid, M., & Gul, R. (2022). The framework of loyalty and customer satisfaction with perceived value and omni-channel integration quality as drivers in banking sector of Pakistan. Pakistan Journal of Humanities and Social Sciences. 10(4), 1545-1559.
Kesenduran, N., Yumurtacı Hüseyinoğlu, I. Ö., & Erboz, G. (2024). The role of value co-creation on retailer loyalty and omni-channel shopping frequency. International Journal of Retail & Distribution Management.
Kumar, V., & Reinartz, W. (2016). Creating enduring customer value. Journal of Marketing, 80(6), 36-68.
Laras, A. (2023). Hampir 100 persen transaksi BCA lewat saluran digital. Retrieved from https://finansial.bisnis.com/read/20230825/90/1688129/hampir-100-persen-transaksi-bca-lewat-saluran-digital, 12 September 2024.
Lazaris, C. and Vrechopoulos, A. (2014). From multichannel to ‘omnichannel’ retailing: Review of the literature and calls for research. The 2nd International Conference on Contemporary Marketing Issues (ICCMI).
Lidyana, V. (2024). BCA Mobile Error, Nasabah Panik Keterangan Saldo Kosong. Retrieved from https://www.idntimes.com/business/economy/vadhia-lidyana-1/bca-mobile-error-nasabah-panik-keterangan-saldo-kosong, 19 November 2024.
Mainardes, E. W., Rosa, C. A. D. M., & Nossa, S. N. (2020). Omnichannel strategy and customer loyalty in banking. International Journal of Bank Marketing, 38(4), 799-822.
Menrad, M. (2021). Omni-Channel Banking In Context To Customer Satisfaction And Loyalty Along The Financial Services Process. (Doctoral dissertation thesis, Hungarian University of Agriculture and Life Sciences- Kaposvár Campus).
Mishra, R., Singh, R.K., & Koles, B. (2021). Consumer decision-making in omnichannel retailing: Literature review and future research agenda. Int. J. Consum. Stud, 45, 147–174.
Morgenstern. (2021). How brands can create winning omnichannel experiences. Retrieved from http://www.mytotalretail.com/article/how-brands-can-create-winning-omnichannel-experiences/, 10 June 2024.
Nabila, I. N., Sari, A., Marvinita, R., & Vedy, H. S. (2023). Quality of omnichannel integration and perceived value as drivers of customer satisfaction and loyalty study at BNI bank. Jurnal Mandiri, 7(2), 101-115.
Oliver, R. L. (2014). Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer (2nd ed.). Routledge.
Osman, Z., & Sentosa, I. (2014). Influence of consumer satisfaction on service quality and consumer loyalty relationship in Malaysian commercial banking industry. International Journal of Economics, Finance and Management, 3(2), 115-120.
PwC. (2023). Digital Banking Survey 2023: Southeast Asia landscape | PwC. Retrieved from https://www.pwc.com/gx/en/services/consulting/south-east-asia-consulting/digital-banking-survey-southeast-asia.html, 21 August 2024.
Quach, S., Barari, M., Moudrý, D. V., & Quach, K. (2022). Service integration in omnichannel retailing and its impact on customer experience. Journal of Retailing and Consumer Services, 65, 102267.
Ringle, C. M., Wende, S., & Becker, J.-M. (2024). SmartPLS 4. Bönningstedt: SmartPLS, Retrieved from https://www.smartpls.com.
Saghiri, S., Wilding, R., Mena, C., & Bourlakis, M. (2017). Toward a three dimensional framework for omni-channel. Journal of Business Research, 77(2017), 53-67.
Senić, V., & Marinković, V. (2014). Examining the effect of different components of customer value on attitudinal loyalty and behavioral intentions. International Journal of Quality and Service Sciences, 6(2/3), 134-142.
Sorkun, M. F., Yumurtacı Hüseyinoğlu, I. Ö., & Börühan, G. (2020). Omni-channel capability and customer satisfaction: Mediating roles of flexibility and operational logistics service quality. International Journal of Retail & Distribution Management, 48(6), 629-648.
Son, S., chul, Bae, J., & Kim, K. H. (2021). The effect of perceived agility on intention to reuse omni-channel: Focused on mediating effect of integration quality of omni-channel. Journal of Global Fashion Marketing, 12(4), 375–389.
Tempo. (2024). BCA operasikan 2 aplikasi mobile banking berbeda, apa alasannya? Retrieved from https://www.tempo.co/ekonomi/bca-operasikan-2-aplikasi-mobile-banking-berbeda-apa-alasannya--14613, 26 December 2024.
Van Esterik-Plasmeijer, P.W.J., & Van Raaij, W.F. (2017). Banking system trust, bank trust, and bank loyalty. International Journal of Bank Marketing, 35(1), 97-111.
Verhoef, P. C., Kannan, P. K., & Inman, J. J. (2015). From multi-channel retailing to omni-channel retailing: Introduction to the special issue on multi-channel retailing. Journal of Retailing, 91(2), 174-181.
Wu, J. F., & Chang, Y. P. (2016). Multichannel integration quality, online perceived value and online purchase intention: A perspective of land-based retailers. Internet Research, 26(5), 1228-1248.
Zhang, M., Ren, C., Wang, G.A., & He, Z. (2018). The impact of channel integration on consumer responses in omni-channel retailing: The mediating effect of consumer empowerment. Electronic Commerce Research and Applications, 28(2018), 181-19.
This work is licensed under a Creative Commons Attribution 4.0 International License.
Articles published in Journal of Entrepreneurship & Business are licensed under a Creative Commons Attribution 4.0 International (CC BY) license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, and indicate if changes were made.
Authors submitting to this journal agree to make their work freely available under the CC BY 4.0 license, ensuring broad dissemination and reuse. The full license details can be accessed at https://creativecommons.org/licenses/by/4.0/.
This ensures that they receive the maximum dissemination because there are no barriers to access. This license allows readers to disseminate and reuse the paper, but always requires them to grant the authors and the first publication full credit.
While JEB upholds ethical publishing standards, the responsibility for ensuring originality and compliance with copyright regulations lies with the authors. The journal is not liable for any legal claims related to the content of published articles.
For further inquiries, please contact the editorial team.
