THE INFLUENCE OF E-SERVICE QUALITY AND PRODUCT
FEATURES OF BSI MOBILE TOWARD LOYALTY: MEDIATION ON
CUSTOMER SATISFACTION AT BANK SYARIAH INDONESIA
CILEGON BRANCH
Total View This Week0
Total View This Week0
Institusion
Universitas Diponegoro
Author
DARMAWAN, KALYLA FAUZIA ZAHRA
Subject
Social Science and Political Science
Datestamp
2025-01-03 02:59:34
Abstract :
Indonesian banks, including Bank Syariah Indonesia, are adopting digital banking methods like Internet Banking, Mobile Banking, and SMS Banking to enhance customer experiences and loyalty. However, achieving consistent customer satisfaction remains a challenge. The study aims to explore the influence of service quality and product features on loyalty, with customer satisfaction as a mediating variable, specifically within the context of the BSI Cilegon branch. Identifying and addressing these gaps is crucial for BSI to remain competitive and foster deeper customer relationships in the digital era. 150 respondents make up the entire sample in this study, which used purposive sampling, a non-probability sampling technique. Questionnaires and literature reviews are the methods used to gather data. This study uses a quantitative, explanatory methodology and is handled through the use of SmartPLS software. According to the study's findings, customer loyalty is not significantly impacted by service quality, customer satisfaction is positively impacted by service quality, customer satisfaction has a positive and significant impact on customer loyalty, service quality has a positive and significant impact on customer loyalty through customer satisfaction, and product features have a positive and significant impact on customer loyalty through customer satisfaction. The recommendation for BSI is to improve service quality by providing accurate customer information and ensuring seamless maintenance to prevent disruptions during transactions. In terms of product features, adding an estatement feature would allow consumers to save transaction details conveniently. Research on consumer expectations and e-trust can enhance customer satisfaction, ensuring better alignment with needs and fostering loyalty. Keyword: Mobile Banking, Service Quality, Product Features, Customer Satisfaction, Loyalty
Indonesian banks, including Bank Syariah Indonesia, are adopting digital banking methods like Internet Banking, Mobile Banking, and SMS Banking to enhance customer experiences and loyalty. However, achieving consistent customer satisfaction remains a challenge. The study aims to explore the influence of service quality and product features on loyalty, with customer satisfaction as a mediating variable, specifically within the context of the BSI Cilegon branch. Identifying and addressing these gaps is crucial for BSI to remain competitive and foster deeper customer relationships in the digital era. 150 respondents make up the entire sample in this study, which used purposive sampling, a non-probability sampling technique. Questionnaires and literature reviews are the methods used to gather data. This study uses a quantitative, explanatory methodology and is handled through the use of SmartPLS software. According to the study's findings, customer loyalty is not significantly impacted by service quality, customer satisfaction is positively impacted by service quality, customer satisfaction has a positive and significant impact on customer loyalty, service quality has a positive and significant impact on customer loyalty through customer satisfaction, and product features have a positive and significant impact on customer loyalty through customer satisfaction. The recommendation for BSI is to improve service quality by providing accurate customer information and ensuring seamless maintenance to prevent disruptions during transactions. In terms of product features, adding an estatement feature would allow consumers to save transaction details conveniently. Research on consumer expectations and e-trust can enhance customer satisfaction, ensuring better alignment with needs and fostering loyalty. Keyword: Mobile Banking, Service Quality, Product Features, Customer Satisfaction, Loyalty
Download
book
BibTex
Latex, Jabref
cloud_download
Original Resource
url resource Institution
