The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty of Mobile Banking Users (Case Study of Bank Syariah Mandiri KCP Belawan)

Abstract

Bank Syariah Mandiri (BSM) is a real example of a bank that has utilized information technology as an additional service provided to improve the customer experience in transacting online via the internet, namely through a mobile banking application. The application of mobile banking is one form of BSM's commitment in providing good quality electronic services, and can be felt and assessed by customers who have used it. These assessments can then affect their level of satisfaction. Based on this, it then encouraged researchers to test the influence of the quality of mobile banking electronic services offered by Bank Syariah Mandiri KCP Belawan on the satisfaction and loyalty of mobile banking users. This research is intended to analyze the effect of e-service quality on customer satisfaction and its impact on customer loyalty. Questionnaire items used as many as 35 items. Data collection is done by distributing questionnaires to customers of Bank Syariah Mandiri KCP Belawan who at least have an account and use BSM mobile banking application for 3 (three) months with a sample number of 84 people determined by nonprobability sampling method. The analytical technique used is Structural Equation Modeling Partial Least Square (SEM-PLS). The results obtained in this study are that: (1) The relationship of e-service quality has a positive and significant effect on customer satisfaction. This can be proven from the t-value greater than 1.96 which is 13,230. Thus, H1 in this study was accepted. (2) The relationship of e-service quality has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,267. Thus, H2 in this study was accepted. (3) Customer satisfaction relationship has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,666. Thus, H3 in this study was accepted.

What Influences User Preferences in Digital Payment Systems? (A Comparative Analysis of E-Wallet in Indonesia)

“…According to the first hypothesis (H1), E-service quality affects E-satisfaction. Several prior studies (Nasution et al, 2019;Marliyah et al, 2021;Indriastuti et al, 2022;Pradnyadewi & Giantari, 2022) that found that digital service quality positively affects customer satisfaction support this hypothesis. According to the second hypothesis (H2), E-satisfaction affects E-loyalty.…”

“…According to the second hypothesis (H2), E-satisfaction affects E-loyalty. Previous studies (Nasution et al, 2019;Marliyah et al, 2021;Indriastuti et al, 2022;Pradnyadewi and Giantari (2022)) show how customer satisfaction affects customer loyalty in the context of digital services support this claim. According to the third hypothesis (H3), e-loyalty is also influenced by e-service quality.…”

“…Other studies, such as Sudirjo et al (2023) and Zemblytė (2015) explored E-Service Quality. Whereas Magdalena (2018), Mohd Fudzi (2019, Tavakoli (2013), Mahadevan and Joshi (2022), Indriastuti et al (2022), Pradnyadewi and Giantari (2022), Khraiwish et al (2022), Sundaram et al (2017), Al-Dweeri et al (2017, Nasution et al (2019), Marliyah et al (2021), andJuwaini et al (2022) investigated E-Service Quality, E-Satisfaction, and E-Loyalty but focused on a single unit of analysis. In this study, the researcher will concurrently investigate three units, namely the e-wallet units of GoPay, OVO, and DANA.…”

Effectiveness of the Use of Quizizz Media on Students' Learning Interest

“…Emphasises the positive impact of innovative learning media, such as Quizizz, on stimulating students' interest in learning, particularly in the context of rapid technological development (Rulismi et al, 2023b). Overall, this study contributed to the growing body of literature on educational technology by providing empirical evidence of Quizizz's effectiveness as a learning tool in Vocational High Schools (Marlizar et al, 2021). Nevertheless, future research endeavors should persist in delving into the nuanced impacts of gamified learning platforms such as Quizizz.…”

Strategi Perusahaan Halodoc dalam Meningkatkan Sistem Digitalisasi Bisnis Layanan Jasa Kesehatan di Indonesia

“…Pengembang perlu memperhatikan setiap dimensi kualitas layanan elektronik seperti ketersediaan informasi, kemudahan penggunaan, privasi/keamanan, gaya grafis, dan keandalan. Dengan demikian, aspek kenyamanan fitur dan tampilan fitur yang menarik menjadi faktor terpenting dalam membangun loyalitas online dan kepuasan online melalui kualitas layanan elektronik yang disediakan (Marliyah et al, 2021).…”