Loyalitas nasabah mobile banking BSI
analisis pengaruh kualitas layanan, kepercayaan, dan kepuasan nasabah sebagai intervening di kota Malang
Abstract
This research investigates the factors that influence Mobile Banking customer loyalty at Bank Syariah Indonesia (BSI) in Malang City, with a focus on service quality, trust, and customer satisfaction as mediators. The research results show that service quality has a significant positive influence on customer loyalty, which is partly mediated by customer satisfaction. However, customer trust does not significantly mediate the relationship between customer trust and loyalty. These findings provide insight into the importance of service quality in building Mobile Banking customer loyalty, while also recognizing the role of customer satisfaction as a mediator in the relationship. Practical implications involve expanding banking strategies to improve service quality and understanding the mediating role of customer satisfaction to achieve sustainable customer loyalty.
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