Post-Usage E-Banking Behavior on BNI 46 Customer Loyalty in Kabupaten Garut

Abstract

Cashless transaction tools in finance digitalization era has been directing to cashless society. However, the recent survey revealed that the rate of internet penetration for transferring money online was still low. This causal design research aimed at explaining the low rate of internet penetration for online money transfer purposes. Referring to the theory cited, the post-usage e-Banking behavior probably influences the customer loyalty. The description of this behavior is in accordance to four dimensions such as accessible, trustworthy, practical, and useful. In terms of post-usage behavior, the result showed that the vast majority of respondents were very satisfied. The average value of post-usage e-banking behavior on BNI 46 for online money transfer was 4.37. Furthermore, the value obtained of BNI 46 customer loyalty variable on e- banking service for online transfer money was 4.352 in the high level. The higher level of customer satisfaction which is indicated from post-usage e-banking behavior for online transfer money transaction is, the more customer loyalty will be. Keywords: