Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)

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

Authors
Novi Lestari1, *, Ratih Hurriyati1, Henny Hendrayati1
1Universitas Pendidikan Indonesia, Bandung, Indonesia
*Corresponding author. Email: noviviviles@gmail.com
Corresponding Author
Novi Lestari
Available Online 26 June 2024.
DOI
10.2991/978-94-6463-443-3_102How to use a DOI?
Keywords
Banking; BNI Mobile Banking; Electronic Customer Loyalty; Electronic Service Quality; Electronic Customer Satisfaction
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.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
26 June 2024
ISBN
10.2991/978-94-6463-443-3_102
ISSN
2352-5428
DOI
10.2991/978-94-6463-443-3_102How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Novi Lestari
AU  - Ratih Hurriyati
AU  - Henny Hendrayati
PY  - 2024
DA  - 2024/06/26
TI  - The Influence of Electronic Service Quality (Mobile Banking) on Electronic Customer Loyalty Through Electronic Customer Satisfaction as a Mediation Variable
BT  - Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
PB  - Atlantis Press
SP  - 770
EP  - 775
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-443-3_102
DO  - 10.2991/978-94-6463-443-3_102
ID  - Lestari2024
ER  -