E-Servqual Analysis of Customer Satisfaction and Customer Loyalty in BSI Mobile Application
Journal Title: Dialektika : Jurnal Ekonomi dan Ilmu Sosial - Year 2022, Vol 7, Issue 1
Abstract
This study aims to analyze E-service quality on customer satisfaction and customer loyalty to customers who use the BSI mobile application at BSI Meulaboh Imam Bonjol Branch Office. The population in this study are all BSI customers who use the BSI mobile application with a total sample of 105 respondents. This study uses a descriptive research type with a quantitative approach and partial least squares analysis assisted by Smart PLS 3 software. The equation models analyzed are the outer model, inner model and hypothesis testing by analyzing the results of path coefficients which are evaluated through bootstrapping calculations. Based on these results, it was found that the e-service quality of all indicators was only tangibles indicators which had a significant impact on customer loyalty but did not have a significant impact on customer satisfaction using the BSI mobile application. Meanwhile, the variable customer satisfaction on customer loyalty has a significant impact, which means that when customers are satisfied, they will be loyal in using the BSI mobile application.
Authors and Affiliations
Nur Azizah A, Muhammad Rahmat Hidayat
Keywords
Related Articles
- EP ID EP711160
- DOI https://doi.org/10.36636/dialektika.v7i1.1160
- Views 114
- Downloads 0
The Influence of Democratic Leadership Styles on Employee Psychological Empowerment: Literature Review
The ideas used in improving a company come from its human resources. Employees are a source of human energy that holds an important position in the implementation of the vision, mission, and objectives of an industry. Em...
Dynamics of Collaboration between Environmentally Concerned Communities and Local Governments in Mangrove Forest Conservation in Malang Regency
The level of resilience to disasters in the beach tourism area of Clungup, Malang district is now a challenge for local stakeholders. There are at least two types of disasters currently threatening the coastal line ecos...
The Role of Capital Structure Policy on Profitability in Property and Real Estate Companies
Property and real estate sector companies are showing increasing optimism. This is driven by the increasing public demand for private housing. A market that continues to grow is a good prospect for property and real esta...
The Effect of Religious Behavior on Consumption Behavior of Packaging Products
This study aims to determine the behavior of religiosity on the consumption behavior of cosmetic packaging products. The object of this research is the women community in Lili Riawang Village, Bengo District, South Sulaw...
The Influence of Brand Image, Brand Ambassador, Word Of Mouth and Testimony in Social Media on Purchase Decisions of Sulthanah Hijab in Tegal City
This study aims to determine the effect of Brand Image, Brand Ambassador, Word of Mouth and Testimony in Social Media on Purchasing Decisions (case study on Hijab Sulthanah in Tegal City) either partially or simultaneous...