Pengaruh Kualitas Layanan, Nilai Nasabah, Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah Pengguna Layanan Mobile Banking Syariah

2020 ◽  
Vol 19 (3) ◽  
pp. 134-158
Author(s):  
Yulia Widi Astuti ◽  
Ratno Agriyanto ◽  
Ahmad Turmudzi
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Service Users ◽  
Mobile Banking ◽  
Banking Services ◽  
Insignificant Effect ◽  
Banking Service ◽  
The City

This study analyzes the effect of service quality, customer value, trust and satisfaction on customer loyalty at Bank Syariah Mandiri. The problem in this research is: how to increase customer loyalty of mobile banking service users at BSM. This study used 100 respondents using mobile banking services at BSM in the city of Semarang. Data analysis using SEM with the Smart PLS 3 computer program. The results showed that, among other things, service quality had a positive and insignificant effect on loyalty. Customer value has a positive and significant effect on loyalty. The effect of trust on customer loyalty has a positive and insignificant effect. Meanwhile, satisfaction has a positive and significant effect on loyalty.

scholarly journals PENGARUH KUALITAS LAYANAN MOBILE BANKING DAN TINGKAT KEPERCAYAAN TERHADAP KEPUASAN NASABAH BANK NTB SYARIAH CABANG SUMBAWA

2020 ◽  
Vol 4 (2A) ◽  
pp. 41-46
Author(s):  
Nora Dery Sofya ◽  
Dedy Heriwibowo ◽  
Rodianto
Keyword(s):  
Data Analysis ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Mobile Banking ◽  
Banking Services ◽  
Simultaneous Test ◽  
Banking Service ◽  
Trust Level ◽  
Service Data ◽  
Customer Trust

This study aims to determine the effect partially and simultaneouslyquality of mobile banking services and level of confidence in customer satisfactionBank NTB Syariah, Sumbawa Branch. This research is descriptive researchquantitative. The type of data used is primary data obtained from the resultsdistributing questionnaires to customers of Bank NTB Syariah, Sumbawa Branch.The sample in the study was 100 respondents who were user customersBank NTB Syariah Sumbawa Branch mobile banking service. Data analysis methodused is multiple linear regression which includes partial test, simultaneous test, and testthe coefficient of determination. The results showed that partially and simultaneouslyservice quality and customer trust level have a positive and significant effectto customer satisfaction of users of mobile banking services. Apart from that, abilityindependent variable in explaining the dependent variable based on the value of Adjusted R Square76.9% and the remaining 23.1% is influenced by other variables that are notdiscussed in this study.

scholarly journals An Empirical Investigation of E-banking Service Quality Customer Trust and Customer Loyalty of Pakistani Banks

2021 ◽  
Vol 3 (3) ◽  
Author(s):  
Shakeel Ahmad ◽  
Farheen Zahrah Hussain ◽  
Khawar Naheed ◽  
Muhammad Sadiq Shahid
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Three Dimensions ◽  
Website Design ◽  
Banking Services ◽  
New Era ◽  
Banking Service ◽  
Customer Trust ◽  
Relationship Of

Purpose: Technological evolution has transformed businesses in the new era. Modern paradigms shift towards adoption of gadgets that has changed the methods of providing services to clients. Banks provided themselves with the current contrivances to offer creative and dynamic types of assistance to customers. Banks has now offering "advanced and digital banking" through e-banking services to facilitate their customers. However, there are several e-banking services depends on e-service quality that affects loyalty of their customers.  The main purpose of the current study is to measure the direct relationship of e-banking service quality on customer loyalty and also indirect effect of trust as mediating variable. Design/Methodology/Approach:  The data was collected from 250 clients using questionnaire from top five commercialized banks of Pakistan. Convenient sampling technique was used to collect the information. PLS-SEM was employed to statistically test the data. Findings: This study found significant direct effect of e-banking service quality through its three dimensions “reliability, website design and security” on customer loyalty. In addition, the results also supported the mediation of three dimensions of e-banking service quality with customer loyalty. Implications/Originality/Value: All three dimensions increase the customer loyalty and trust played important role it this mechanism. 

scholarly journals Ease of Online Ojek Service Grows Consumer Loyalty

The Winners ◽  
2018 ◽  
Vol 19 (2) ◽  
Author(s):  
Hariyatno Hariyatno ◽  
Dotty Wimpertiwi ◽  
Isanawikrama Isanawikrama ◽  
Adhi Bawono
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Consumer Loyalty ◽  
Verification Methods ◽  
The City

The purpose of this research was to find out why people in the city of Bogor tend to be loyal to ojek online compared to other public transportations. This research conducted in Bogor that used descriptive and verification methods by taking 115 samples of consumers of all fleets motorcycle ojek online in Bogor. The data were taken randomly by using iteration calculation as much as three times. Data analysis used multiple regression analysis. The result of the research shows that the most significant customer loyalty of sub-variable of service quality is reliability. Of the overall population, sub-service quality variables affect customer loyalty 89,5% and the remaining 10,5% is influenced by other factors not examined in this research.

scholarly journals The relationship between m-banking service quality and loyalty: evidence in Indonesian Islamic Banking

2021 ◽  
Vol 3 (1) ◽  
pp. 23-33
Author(s):  
Rizaldi Yusfiarto
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Islamic Banking ◽  
Mobile Banking ◽  
System Availability ◽  
Banking Service ◽  
And Behavior

Purpose: This study generally aims to comprehensively examine the effect of mobile banking service quality on creating customer loyalty in Islamic banking. In particular, this research uses the E-S-Qual instrument to verify service quality in mobile banking and uses one mediation variable, namely e-customer satisfaction. Methodology: This study amounted to 273 Islamic banking customers. The total participants are divided into several categories such as; gender, occupation, domicile, and Islamic bank used. The data obtained were analyzed using the Structural Equation Modeling (SEM) approach. This study also uses a second-order perspective (reflective-reflective) SEM on the E-S-Qual variable (efficiency, fulfillment, system availability, and privacy), then the approach used refers to the repeated indicators. Findings: The higher mobile banking service quality has implications for customer loyalty, both attitude and behavior. It happens when the customer is satisfied with the quality of the system displayed. This satisfaction can be achieved if the dimensions of quality that are characteristic of the system can be presented by Islamic banking. Originality: This study underscores the dimensions of efficiency and system availability as keys to mobile banking service quality. Efficiency refers to how the ease, accessibility, and speed provided by the system can facilitate transactions and other functions. Furthermore, system availability refers to how the platforms function properly in relation to technical constraints that may arise, as well as attachment to functions that strengthen processes in the business of Islamic banking customers.

The influence of e-banking service quality on customer loyalty

2019 ◽  
Vol 37 (5) ◽  
pp. 1119-1142 ◽  
Author(s):  
Amit Shankar ◽  
Charles Jebarajakirthy
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Relational Theory ◽  
Equation Modeling ◽  
Website Design ◽  
Initial Trust ◽  
Privacy And Security ◽  
Banking Services ◽  
Content Type ◽  
Banking Service

Purpose Providing high-quality e-banking services is considered a basic strategy for attracting and retaining customers with electronic-banking platforms. The purpose of this paper is to empirically investigate a comprehensive moderated mediated mechanism for enhancing customer loyalty toward e-banking platforms via e-banking service quality (EBSQ) practices. Reliability, website design, privacy and security and customer service and support are the dimensions of EBSQ. Design/methodology/approach Data were collected through structured questionnaires from a sample of 1,028 e-banking users in India. To test the hypotheses, a structural equation modeling approach was used. Findings The findings showed that of the EBSQ dimensions, reliability along with privacy and security enhanced customer loyalty to e-banking. The initial trust in e-banking mediates the effects of EBSQ dimensions on customer loyalty except for website design. The mediation effects of initial trust varied between high and low-involved consumers. Research limitations/implications This study was conducted with e-banking users in one country using cross-sectional data. Hence, the model should be replicated among e-banking users in other countries and with the longitudinal data. Practical implications Establishing a loyal customer base is an important goal for banks. This study demonstrates which specific EBSQ dimensions banks should emphasize to enhance consumers’ initial trust and loyalty toward e-banking services. Originality/value This study suggests a moderated mediated mechanism for enhancing customer loyalty to e-banking, which incorporates initial trust as a mediator and consumer involvement as a moderator. It applies cognitive-motivation-relational theory to link EBSQ dimensions with customer loyalty. Thus, this study enables a better understanding of this theory in the e-banking context.

scholarly journals E-S-Qual and E-Recs-Qual Toward Customer Satisfaction, Trust and Loyalty in Electronic Banking Services During The Covid-19 Pandemic

2021 ◽  
pp. 100
Author(s):  
Ramadania Ramadania
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Internet Banking ◽  
Mobile Banking ◽  
Online Service ◽  
Electronic Banking ◽  
Banking Services ◽  
Recovery Service ◽  
The Core

During the pandemic, many countries adopted physical & social distancing policies, lockdowns, or territorial quarantine. Therefore the use of electronic banking services has increased sharply, including in developing countries such as Indonesia. Electronic banking services that are popularly used by many customers are in the form of internet banking and mobile banking. This study aimed to analyze; 1) the impact of the core online service quality (E-S-QUAL) on customer satisfaction, 2) the effect e-recovery service quality (E-RecS-QUAL) on satisfaction, 3) the effect of satisfaction on customer trust and 4) the effect of trust on customer loyalty. This research is causality research or explanatory research. The data collected by survey method to 120 respondents from customers who are registered users of e-banking (i.e. internet banking or mobile banking) from Mandiri, BCA, and Bukopin Bank. The results showed that the core online service quality (E-S-QUAL) and e-recovery service quality (E-RecS-QUAL) proved to have a positive influence on customer satisfaction. This research also proves the strong positive relationship between satisfaction and trust, as well as trust also has been shown to have a strong influence on customer loyalty.

scholarly journals he Effect of M-Banking Service Quality and Customer Perceived Value to Satisfaction and Loyalty of Bank XYZ Customers

2020 ◽  
Vol 4 (6) ◽  
pp. 132-138
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Customer Perceived Value ◽  
Banking Service ◽  
Customer Satisfaction And Loyalty

Many banks in Indonesia have been conducting surveys to customers related to services at branch offices (Branch Service Quality) and Customer Engagement with results that continue to growevery year. With the advancement of digital technology, counter services have begun to shift to digital channels, especially mobile banking. Existing research related to the use of mobile banking uses e-servquality more often, which is generally used in research to see the excellence of services in internet banking, online shops, and digital marketplaces. Therefore, we consider it is necessary to carry on a research about the effect of mobile banking service quality on customer satisfaction and loyalty, the effect of customer perceived value on customer satisfaction and loyalty, and the effect of customer satisfaction with customer loyalty. The research was conducted by setting a sample of Bank XYZ customers who use Bank XYZ mobile banking, the total is 505 respondents. Structural equation modeling was used to carry outconfirmatory factor analysis and path analysis. From the results, it can be seen that mobile banking service quality and customer perceived value have a significant effect on customer satisfaction, but no significant effect on customer loyalty. Meanwhile, customer satisfaction has a significant effect on customer loyalty.

Quality Strategies for Customer Loyalty in an E-Service Environment

2020 ◽  
pp. 46-69
Author(s):  
Savdeep Vasudeva
Keyword(s):  
Service Quality ◽  
Sample Size ◽  
Multiple Regression ◽  
Virtual Environment ◽  
Customer Loyalty ◽  
Service Providers ◽  
The State ◽  
Mobile Banking ◽  
Service Environment ◽  
Banking Service

This chapter focuses on the issue of quality strategies for attaining customer loyalty in an e-service environment. It takes into consideration the key relationship between e-service quality and customer loyalty. A case of mobile banking service acted as the basis for the formulation of quality strategies for customer retention. This study was conducted by a survey with a sample size of 524 mobile banking users in the state of Punjab in India. The survey instrument utilized the E-S-QUAL, E-RecS-QUAL, and loyalty scales proposed in the earlier research studies. Furthermore, the data generated was analyzed by using the statistical multiple regression. Findings of this chapter give important implications to the delivery of e-service for mobile banking. It could help service providers to gain proper insights into the issue of managing the customers in a virtual environment.

scholarly journals Effect of Customer Lifestyles on the Awareness of “MobiCash” Banking Services of Wahda Bank in Libya

2021 ◽  
Vol 9 (1) ◽  
pp. 88
Author(s):  
Iman Elsalhen Bouthahab ◽  
Mariam Hassan Khaled
Keyword(s):  
Current Knowledge ◽  
Lifestyle Changes ◽  
Mobile Banking ◽  
Banking Services ◽  
Banking Service ◽  
Financial Transactions ◽  
The Relationship ◽  
The City ◽  
Technological Service ◽  
Socio Economic Factors

The 2013-2014 liquidity crisis in Libya has resulted in many Libyans' difficulties accessing their banking accounts and managing their financial standing. In place of this, many commercial banks have developed new mobile payment techniques, particularly the 'MobiCash' Service offered by Wahda Bank to assist Libyan customers in accessing their accounts and carrying out their financial transactions. This paper intends to examine the effect of lifestyle changes on mobile banking services or 'MobiCash' and their awareness of this novel service. Also, this study investigates the more profound understanding of Libyan customers. It highlights customers' socio-economic characteristics using 'MobiCash' services offered by Wahda Bank in the city of Derna in Libya. The questionnaires were distributed online, and a sample of 149 was obtained. SPSS was used to analyse the data and regression analysis to test the significant effect of customers' lifestyles and their awareness of 'MobiCash'. The results showed that Libyan customers were accepting of this form of mobile banking. The findings indicated that age and academic degrees do not influence awareness of 'MobiCash'. However, customer lifestyles affect awareness of the banking service of 'MobiCash'. Socio-Economic factors do not mediate the relationship between lifestyle and awareness of banking services of 'MobiCash'. This study's outcomes have increased the current knowledge on the behaviours and awareness of novel banking service features like 'MobiCash'. Moreover, the study may provide a more in-depth understanding of what is needed for Libyan banking customers to accept further this technological service and, thus, permit the improvement of banking strategies to attract potential users. Future researchers can extend the understanding of this study in other contexts and service environment.

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