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

The Effect of Role Conflict and Ambiguity on Job Satisfaction Mediated by Emotional Exhaustion

Employee job satisfaction can be achieved if various employee expectations can be fulfilled by carrying out their work. This study aims to analyze the effect of conflict and role ambiguity on job satisfaction with emotio...

Sustainable Economic Development as Indonesia's National Interest in the G-20 Presidency

The Group of Twenty (G20) is an international economic forum that focuses on solving challenges to global economic growth, including issues of trade, investment, finance, infrastructure, employment, corruption eradicatio...

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 Gross Domestic Product, Imports, and World Oil Prices on the Composite Stock Price Index

The Composite Stock Price Index (JCI) is a series of historical information regarding the movement of the combined stock price of all stocks up to a certain date. This study aims to determine the effect of Gross Domestic...

Differences in Financial Performance Before and During The Covid-19 Pandemic in Food And Beverage Companies on The Indonesia Stock Exchange

Impact of the Covid-19 pandemic on companies listed on the Indonesia Stock Exchange varies widely. Some companies are trying to survive while others are experiencing a decline, and some are experiencing an increase. This...

Download PDF file
  • EP ID EP711160
  • DOI https://doi.org/10.36636/dialektika.v7i1.1160
  • Views 113
  • Downloads 0

How To Cite

Nur Azizah A, Muhammad Rahmat Hidayat (2022). E-Servqual Analysis of Customer Satisfaction and Customer Loyalty in BSI Mobile Application. Dialektika : Jurnal Ekonomi dan Ilmu Sosial, 7(1), -. https://europub.co.uk/articles/-A-711160