BUILDING INTENTION TO SAVE THROUGH ATM SERVICES

Authors

  • Made Gita Andika
  • Ni Kadek Suryani
  • GustiAgungEkaTeja Kusuma

DOI:

https://doi.org/10.48080/jae.v17i4.442

Abstract

Current technological developments require the banking sector to clean up, transactions
previously carried out with automatic teller machines (ATMs) are now being accessed using
internet banking, sms banking and mobile banking so that the demands for service quality are
becoming increasingly complex. This study examines the quality of ATM services on
satisfaction and trust to build customer savings intentions. Data were analyzed using (Structural
Equation Modeling - SEM) based on variance or component-based SEM (Partial Least Square /
PLS). The results of this study indicate that customers do need a good quality ATM service, but
the satisfaction built by the quality of ATM service is not sufficient to stimulate the intention to
save. The quality of ATM services has been able to build customer trust and further stimulate the
intention to save, indicated by the trust that has mediated well the effect of ATM service quality
on the intention to save again. Meanwhile, customer satisfaction with ATM fails to directly
influence the intention to save again. The contribution of this study is that the quality of ATM
services in banking must be able to create trust in ATMs so that customers intend to save again.

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Published

2020-11-17 — Updated on 2020-11-19

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How to Cite

Made Gita Andika, Ni Kadek Suryani, & GustiAgungEkaTeja Kusuma. (2020). BUILDING INTENTION TO SAVE THROUGH ATM SERVICES. PalArch’s Journal of Archaeology of Egypt / Egyptology, 17(4), 821-835. https://doi.org/10.48080/jae.v17i4.442 (Original work published November 17, 2020)