Analysis of Factors Influencing Customer Satisfaction and Its Impact on Mobile Banking Customer Loyalty

• DOI: 10.54099/ijmdb.v3i2.1117
• Publication Date: 2024-10-30T03:01:09Z
• Authors: Modefica Adelina ...; Maria Apsari Sugiat
• Keywords: Customer Satisfaction; Customer delight; Customer Equity

Various studies have tested customer satisfaction factors in mobile banking services that a direct influence on loyalty. The main objective of this study is to determine Mobile Banking Service Quality (MBSQ) and indirect This uses quantitative method approach, the research type design descriptive verification, testing model using Structural Equation Model Partial Least Square (SEM-PLS) approach. results show expense, security, responsiveness, relative advantage, convenience effect satisfaction, findings confirm costs an loyalty through satisfaction. Customer becomes process or helps transmit service quality industry. benefits provide both theoretically managerial practice, can enrich knowledge related digital-based marketing strategies, so it has impact loyalty, increase sustainable competitiveness for company.