Title:
The Influence of E-service Quality and E-trust on BSI Mobile User Loyalty with Customer Satisfaction as a Mediator

Authors:
Dian Nurhani, Soni Harsono, Indonesia

Abstract:

The development of digital technology such as Mobile Banking on BSI Mobile can make it easier for customers to carry out financial transactions. However, in its implementation, the implementation of BSI Mobile still has weaknesses as evidenced by the Mobile Banking rating which is ranked 7th out of 11 other Mobile Banking. The research aims to analyze the influence of E-Service Quality and E-Trust on Customer Loyalty through Customer Satisfaction. This type of research is quantitative with data analysis techniques using SEM PLS. The research sample population is Bank Syariah Indonesia customers. The sampling method uses a Purposive Sampling technique with the criteria a) Savings Owner Customers who have registered with BSI Mobile and b) Savings Owner Customers who actively transact using BSI Mobile at least 3 times a month. The sampling method used Slovin to obtain a sample size of 400 customers. The data collection method uses a questionnaire. The research results prove that E-Service Quality and E-Trust have a significant positive effect on Customer Satisfaction and Customer Loyalty, Customer Satisfaction has a significant positive effect on Customer Loyalty. Customer Satisfaction can mediate the relationship between E-Trust and Customer Loyalty. However, satisfaction is not able to mediate the relationship between E-Service Quality and Customer Loyalty

DOI: https://doi.org/10.51505/IJEBMR.2024.8212