Title: Perceived customer behaviour and subjective norms as a driver of payment compliance and bank performance

Authors: Adji Achmad Rinaldo Fernandes; Solimun

Addresses: Brawijaya University, St. Veteran, Malang, East Java – 65145, Indonesia ' Brawijaya University, St. Veteran, Malang, East Java – 65145, Indonesia

Abstract: The purpose of this research is to explain how to control customer behaviour and subjective norms in order to encourage payment compliance and improve bank performance. The path analysis method was used in this study to examine the performance of bank X in terms of mortgages. Purposive sampling was used to collect primary data from questionnaires filled out by bank X customers. The average score method is used for measurement. According to the findings, perceived customer behaviour, subjective norms, and payment compliance variables explain 83.42% of bank X's performance in managing customer mortgages, while variables outside the model explain the remaining 16.58%.

Keywords: perceived customer behaviour; subjective norms; payment compliance; bank performance.

DOI: 10.1504/IJBPIM.2022.128720

International Journal of Business Process Integration and Management, 2022 Vol.11 No.2, pp.129 - 134

Received: 15 Dec 2020
Accepted: 10 Jun 2021
Published online: 02 Feb 2023 *

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