THE EFFECT OF TRUST AND SERVICE QUALITY ON BSI MOBILE BANKING USER SATISFACTION WITH CUSTOMER LOYALTY AS AN INTERVENING VARIABLE (CASE STUDY OF IAIN KUDUS STUDENTS)

Authors

  • MUHAMMAD QISMATAL JABBAR IAIN Kudus
  • KHARIS FADLULLAH HANA IAIN Kudus

DOI:

https://doi.org/10.30863/iebjournal.v7i1.9258

Keywords:

Trust, Service Quality, Satisfaction, Loyalty, Mobile Banking

Abstract

This study aims to analyze the influence of trust and service quality on the loyalty of BSI Mobile Banking users, with customer satisfaction as an intervening variable. The study was conducted on IAIN Kudus students as active users of BSI Mobile. The associative quantitative method was used in this study, with data analysis techniques using Structural Equation Modeling (SEM) based on Partial Least Square (PLS) through SmartPLS software. The results showed that trust had a significant effect on loyalty, while service quality did not have a significant effect. Customer satisfaction as an intervening variable also did not have a significant effect on user loyalty. This study provides new insights for the development of mobile banking applications based on trust and quality service in the context of Islamic banking.

References

Ahmad Rizky Naufal. (2023). Pengaruh Trust dan Service Quality terhadap Loyalitas Pelanggan Mobile Banking. Jurnal Manajemen dan Keuangan.

Adestyan, R. (2022). Inovasi Digital Perbankan Syariah di Era Revolusi Industri 4.0. Jurnal Ekonomi Syariah, 10(1), 45-58.

Agus, M., Nur, S., & Hidayat, R. (2020). TAM dan Perilaku Konsumen Digital. Yogyakarta: Deepublish.

Chin, W. W., & Dibbern, J. (2010). Analyzing Formative Measurement Models in IS Research. In Handbook of Partial Least Squares (pp. 295–316). Springer.

Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User Acceptance of Computer Technology. Management Science, 35(8), 982–1003.

Firza, M. (2021). Peran Kepercayaan Dalam Loyalitas Pelanggan. Jakarta: Salemba Empat.

Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25. Semarang: Badan Penerbit Universitas Diponegoro.

Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage Publications.

Husni, M., Rahmawati, D., & Yuliana, E. (2020). Kepuasan Pelanggan Digital Banking. Jurnal Bisnis Digital, 4(2), 112–119.

Intan, P. (2020). Manajemen Hubungan Pelanggan. Bandung: Alfabeta.

Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson.

Maharani, A. (2010). Pengaruh Kepercayaan Terhadap Loyalitas. Jurnal Ilmu Manajemen, 8(1), 50-62.

McKinsey & Company. (2022). Digital Banking in Southeast Asia. www.mckinsey.com.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale. Journal of Retailing, 64(1), 12–40.

Prabowo, D., & Setiawan, A. (2022). Loyalitas Pelanggan pada Perbankan. Jurnal Manajemen Bisnis, 7(2), 67–78.

Rorim, N., & Fadhli, R. (2021). Kualitas Pelayanan Mobile Banking Syariah. Jurnal Ekonomi Islam, 12(1), 77–90.

Soemitra, A., Fauzi, N., & Wahyuni, S. (2021). Transformasi Digital Bank Syariah di Indonesia. Jurnal Keuangan Syariah, 6(1), 10–21.

Sugiyono. (2020). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.

Tjiptono, F. (2017). Strategi Pemasaran. Yogyakarta: Andi.

Yonatan, R. (2022). Manajemen Kepercayaan dalam Layanan Keuangan. Jurnal Ekonomi Syariah, 5(2), 88–97.

Downloads

Published

2025-05-29

How to Cite

JABBAR, M. Q., & HANA, K. F. (2025). THE EFFECT OF TRUST AND SERVICE QUALITY ON BSI MOBILE BANKING USER SATISFACTION WITH CUSTOMER LOYALTY AS AN INTERVENING VARIABLE (CASE STUDY OF IAIN KUDUS STUDENTS). Islamic Economic and Business Journal, 7(1), 1–15. https://doi.org/10.30863/iebjournal.v7i1.9258

Issue

Vol. 7 No. 1 (2025): Islamic Economic and Business Journal

Section

Articles

Citation Check

License

Authors who publish with Islamic Economic and Business Journal agree to the following terms:

Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC BY-SA 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.

Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.

Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.