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All Journal ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING Journal of Trends Economics and Accounting Research
Ilham Prawidi Sakti
Politeknik Negeri Sriwijaya, Palembang
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Journal : ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING

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Pengaruh Layanan Digital Mobile Banking dan Kepuasan Nasabah terhadap Loyalitas Nasabah Bank Syariah Indonesia Dika Setiagraha; Ilham Prawidi Sakti; Mail Hilian Batin
ARBITRASE: Journal of Economics and Accounting Vol. 4 No. 1 (2023): Juli 2023
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/arbitrase.v4i1.1029

Abstract

This study aims to determine digital services in the form of mobile banking services and customer satisfaction and how they impact loyalty for Bank Syariah Indonesia (BSI) customers. The method used uses Partial Least Square (PLS) as a data analysis method in order to find out how far the role of digital mobile banking services can affect customer loyalty. The research sample was obtained from 100 customers of Bank Syariah Indonesia in Palembang city. The results of this study indicate that the mobile banking service variable (X1) has no effect on customer loyalty (Y). On the other hand, in terms of customer satisfaction (X2), its role influences customer loyalty (Y). The customer loyalty variable is 0.693 or 69% which is interpreted to mean that the magnitude of the factors influencing customer loyalty of Bank Syariah Indonesia Palembang can be explained through digital mobile banking services and customer satisfaction. Meanwhile, the remaining 31% can be explained by other factors.
Co-Authors Dika Setiagraha Mail Hilian Batin