Building Loyalty Through Consumer Resonance in Using M-Banking

Objective: This study aimed to understand the determinants of Generation Z behavior in Indonesia, specifically in Bali, regarding customer loyalty using mobile banking, with consumer resonance as a mediator. Research Design & Methods: This is quantitative research with a sample of 200 respondents. Data was collected through a questionnaire and analyzed using SMARTPLS 3.0. Findings: The findings indicated that social influence and perceived quality have significant relationships with customer resonance, which, in turn, was positively related to customer loyalty. On the contrary, no significant relationship was found between perceived expectancy and customer loyalty. In an indirect relationship, the findings suggested that customer resonance does not mediate the relationship between performance expectancy and customer loyalty. Conversely, customer resonance does partially mediate the relationships between social influence and perceived quality. Implications & Recommendations: From a theoretical perspective, this study contributes to understanding the social behavioral phenomena of Generation Z within Bali. Contribution & Value Added: Based on those findings, banks need to improve their service quality and proactively interact with customers to shape and nurture strong ties with them.