PENGARUH KUALITAS LAYANAN MOBILE BANKING TERHADAP KEPUASAN DAN LOYALITAS NASABAH PT. BANK PEMBANGUNAN DAERAH JAMBI KANTOR CABANG UTAMA

Nurul Huda, Nazara (2025) PENGARUH KUALITAS LAYANAN MOBILE BANKING TERHADAP KEPUASAN DAN LOYALITAS NASABAH PT. BANK PEMBANGUNAN DAERAH JAMBI KANTOR CABANG UTAMA. S1 thesis, Universitas Jambi.

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Abstract

This study aims to analyze the impact of mobile banking service on customer satisfaction and loyalty at Bank Jambi. A quantitative research approach was employed, with data collected through questionnaires distributed to 88 respondents who utilize mobile banking services via Google Forms. Data analysis was conducted using the Partial Least Squares (PLS) technique, revealing that service quality positively and significantly influences customer satisfaction. The result shows that the higher the level of service quality provided, the greater the customer satisfaction experienced. Additionally, customer satisfaction significantly influences customer loyalty, as satisfied customers tend to exhibit higher loyalty and recommend the bank's products and services to others. This study also found that service quality positively affects customer loyalty through customer satisfaction as a mediating factor. These findings highlight the critical role of service quality in fostering customer satisfaction and loyalty. Consequently, this study contributes to the understanding of service quality and assists in enhancing the bank's competitiveness. Improving service quality will not only increase customer satisfaction but also strengthen loyalty.

Type: Thesis (S1)
Uncontrolled Keywords: Service Quality, Customer Satisfaction, Customer Loyalty, Mobile Banking.
Subjects: L Education > L Education (General)
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: HUDA
Date Deposited: 26 May 2025 03:41
Last Modified: 26 May 2025 03:41
URI: https://repository.unja.ac.id/id/eprint/78659

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