The Role of Service Quality, System Quality, and Customer Experience on Customer Loyalty in Digital Banking with Customer Satisfaction as an Intervening Variable (Case Study on Digital Bank Users in Jakarta)
Journal Title: Journal of Economics, Finance and Management Studies - Year 2025, Vol 8, Issue 02
Abstract
This study aims to analyze the role of Service Quality, System Quality, and Customer Experience on Customer Loyalty in Digital Banking, with Customer Satisfaction as an intervening variable. This study focuses on digital bank users in Jakart a. A quantitative approach with a survey method was used. The analysis technique employed was Structural Equation Modeling (SEM) to test the relationships among the studied variables. The sample size used in this study was 110 respondents. The findings show that Service Quality (X1) influences Customer Satisfaction (Z), but does not affect Loyalty (Y). Customer Satisfaction (Z) does not influence Loyalty (Y). System Quality (X2) does not affect Customer Satisfaction (Z). Customer Experience (X3) affects Customer Satisfaction (Z) and Customer Loyalty (Y). However, Service Quality (X1) through Customer Satisfaction (Z) does not impact Loyalty (Y). Similarly, System Quality (X2) through Customer Satisfaction (Z) does not affect Loyalty (Y), and Customer Experience (X3) through Customer Satisfaction (Z) does not influence Loyalty (Y).
Authors and Affiliations
Dimas Saputra , Sugiharti Binastuti,
Keywords
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- EP ID EP759835
- DOI 10.47191/jefms/v8-i2-45
- Views 38
- Downloads 0
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