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p-Index From 2021 - 2026
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All Journal Commodities, Journal of Economic and Business
Fakhrezy, Moh Zaky
Unknown Affiliation
Economics, Econometrics & Finance

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Faktor-Faktor yang Mempengaruhi Loyalitas Pengguna Aplikasi BYOND: Peran Mediasi Kepuasan Nasabah Bank BSI Fakhrezy, Moh Zaky; Safitri, Rini
Commodities, Journal of Economic and Business Vol. 6 No. 4 (2026): April 2026
Publisher : FKDP (Forum Komunikasi Dosen Peneliti)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59689/commo.v6i4.1384

Abstract

Progress in digital technologies across the banking industry has reshaped consumer patterns in adopting electronic financial services, encompassing Islamic banking domains. The present investigation examines the linkage between digital service quality and perceived ease of use with loyalty among BYOND app users, positioning customer satisfaction as the intervening factor. Employing a quantitative methodology, the study targets Bank BSI clientele in Malang City, drawing a purposive sample of 115 participants. Primary data were gathered via Likert-scale questionnaires and subjected to analysis through Structural Equation Modeling (SEM) employing the Partial Least Squares (PLS) approach within SmartPLS 4.1.1.8 software. Findings reveal that both digital service quality and ease of use exert a significant positive effect on customer loyalty. Customer satisfaction effectively mediates this association. These outcomes underscore that enhancements in digital service standards and app accessibility can elevate satisfaction levels, thereby bolstering loyalty. Thus, prioritizing user-centric digital service innovations emerges as a pivotal tactic for enhancing the competitive edge of Islamic banking amid the digital transformation.
Co-Authors Rini Safitri