The Influence of Electronic Service Quality (Mobile Banking) on Electronic Customer Loyalty Through Electronic Customer Satisfaction as a Mediation Variable

Novi Lestari (), Ratih Hurriyati and Henny Hendrayati
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Novi Lestari: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia
Henny Hendrayati: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023), 2024, pp 770-775 from Springer

Abstract: Abstract The important role of banking in the Indonesian economy and the rapid development of technology make BNI one of the leading banks in Indonesia that excels in the field of technology. However, the rating of BNI Mobile Banking is low compared to other similar mobile banking applications, so this study aims to analyze the effect of the electronic service quality of BNI Mobile Banking on customer satisfaction through electronic satisfaction. Research data was obtained through a survey method using a questionnaire technique based on 100 customers using BNI mobile based on a non-probability sampling technique using a purposive sampling method. Data processing using Statistical Product for Windows Application Services Solutions (SPSS) 24.0 with exploratory analysis using multiple linear regression using control variables. The results of the study show that customer loyalty affects the quality of e-services through customer satisfaction as a mediating variable among customers using BNI Mobile Banking.

Keywords: Banking; BNI Mobile Banking; Electronic Customer Loyalty; Electronic Service Quality; Electronic Customer Satisfaction (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-443-3_102

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