The Influence of Social Media Marketing, Service Quality and Customer Satisfaction on Customer Perception Intention in the Use of Sharia Mobile Banking

DOI

10.2991/978-2-38476-428-0_9How to use a DOI?

Keywords

App Performance; Customer Trust; User Perception

Abstract

The Sharia Mobile Banking application is a mobile banking application launched in 2021 by PT XYZ to facilitate mobile transactions to customers in their business. The features of this application are balance information, transfers, pay-ments, purchases, and more, and it can be accessed for 24 hours. Although the app has a promising number of downloaders in 2022, it has experienced a significant decrease in perception. This shows a discrepancy between the involvement of application performance and the perception of user customers. So this study aims to increase user engagement and application performance by analyzing the characteristics, demographics, and factors that affect Social Media Marketing, Service Quality and Customer Satisfaction of Sharia Mobile Banking application users in Semarang City. This study uses Structural Equation Modeling-Analysis of Moment Structures (SEM-AMOS) version 23 to process and analyze the primary data collected through distributed questionnaires. Respondents are users and customers who have used the application. The selection of respondents was through simple random sampling spread across Semarang City. The target output of this research will be published in the International Seminar Proceedings, which is indexed in a reputable database.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Jumai Jumai
AU  - Firdaus Firdaus
PY  - 2025
DA  - 2025/05/31
TI  - The Influence of Social Media Marketing, Service Quality and Customer Satisfaction on Customer Perception Intention in the Use of Sharia Mobile Banking
BT  - Proceedings of the 3th Lawang Sewu International Symposium on Humanities and Social Sciences 2024 (LEWIS HUSO 2024)
PB  - Atlantis Press
SP  - 127
EP  - 135
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-428-0_9
DO  - 10.2991/978-2-38476-428-0_9
ID  - Jumai2025
ER  -