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Alfian
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Journal : Jurnal Manajemen

 1 
Determination of Customer Loyalty Through Customer Satisfaction in Using Mobile Banking Ulya, Zikriatul; alfian; Zuhra, Nur rahmi; Setiawan, Muarif
Jurnal Manajemen dan Keuangan Vol 14 No 1 (2025): JURNAL MANAJEMEN DAN KEUANGAN
Publisher : Program Studi Manajemen Fakultas Ekonomi Universitas Samudra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33059/jmk.v14i1.11522

Abstract

This study aims to analyze the determinants that influence customer loyalty through customer satisfaction in using mobile banking . The method used in this study is a quantitative descriptive approach using path analysis to test the direct relationship between variables and indirect relationships between variables using structural equation modeling - partial least square (sem-pls). Data collection used is a questionnaire distributed via google form. The number of samples is 90 Aceh Tamiang customers. Determination of the sample uses a nonprobability sampling technique where sampling does not provide equal opportunities for each member of the population selected as a sample and uses SmartPLS 4.0 software. The results of the study showed that the customer experience variable on customer satisfaction has a positive and significant effect, the service quality variable on customer satisfaction has a negative and insignificant effect, the service feature variable on customer satisfaction has a positive and significant effect, the customer experience variable on customer loyalty has a negative and insignificant effect, the service quality variable on customer loyalty has a negative and insignificant effect, the service feature variable on customer loyalty has a positive and significant effect, the customer satisfaction variable on customer loyalty has a positive and significant effect, customer satisfaction can mediate customer experience on customer loyalty, customer satisfaction cannot mediate service quality on customer loyalty, customer satisfaction can mediate service features on customer loyalty.
Co-Authors Aan Komariah Abaharis, Henryanto Abd Kahar Abdul Azis Achmad Zuhdi Tahir Adia Putra Wirman Adrian Hidayat, Adrian Adriani, Nila Adrilla Nazara, Teungku Ahmed Youssef Aisyah Dwi Lestari Aiza Fravy Qanza Al Akbar Al Hidayah, Rahmawati Aldi Alfian ALFARISI , SALMAN Alfian, Annisa Maulidia Alief Tresnaldi Al-Fitrah Amiruddin Yahya Anggi Isna Khoirinnisa Anugerahni, Ina Idealina Putri Aryo Subroto Asrul Sani Aswani Aurelia Ayu Ayu Aulia Badri, Juarsa Canendia, Faradila Chrisnaji Banindra Yudha Dedy Achmad Kurniady Eka De Patmonsela Liow Endang Herawan Endang Larasati Setianingsih Fahira, Annisa Farid Fernos, Jhon Gultom, Pesta hajra, Hajrah Halida Sophia Hannase, Mulawarman HARIS MUNANDAR Haris Retno Susmiyati Harnawati Haryadi, Sigid Haslinda Heni Mardiani Hidayatullah Rizkika Hartadhi, Syahiid Humaera B, Nurul Ilmi Noor Rahmad Iskandar Budiman Jumriani Kaspul Anwar Kismartini Kismartini Komang Sukadana Kusuma, Almira Nadia La Pimpi Lisa Marzelia Mabrur, Nur Shobi Mafatkha Azkiya Zuhda Mellani Yuliastina Mochamad Jarwanto Mochamad Safarudin Muarif Setiawan, Muarif MULYADI Musa Muzakir N. Nurjanah Nanang Qosim Al Masquri Nisaul Fadillah Noor, Muhammad Rafif Nurasiah Nurchaerani, Meiyanti Nurhuda Nuria Ajijah Nurul Nurwahidin Orin Gusta Andini Pamungkas, Ario Paramitha, Haeningtya Salsabila Pranala, Yoki Pratiwi, Phia Loka Putra, Yosep Eka Radhiyullah Armi Rahmi Wirman Rasidin Rivaldy Rohmatin, Sayli Alvi Ryanda Saputra, Ryanda Saeruddin, Sahur Safarida, Nanda Sakdiyah Sandra Dewi Saraswati Simanjuntak, Pascha Patricia Siti Mariah Ulfah Sitti Hadijah Sukarno Susansi, Sri Susanto, Romi Syamsul Bahri Teuku Kusnafizal Tongku, Reisaldy Fathi Jafar Tri Yuniningsih Triyana, Lily Ulvitasari Ulya, Zikriatul Utami, Ardhana Reswari Vasly, Aurelia Wahyu Bima Susanto Wayan Somayasa Wia Rizqi Amalia Wiwik Harjanti Yeni Anistyasari Yudistira Yudistira Yulita, Lili Rahma Yuniawati Yuniawati Astuti Zawaqi Afdal Jamil Zuhra, Nur rahmi Zuliani, Rafiza