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All Journal Journal of Education, Humaniora and Social Sciences (JEHSS) Jurnal Pengabdian Dharma Laksana Abdi Laksana : Jurnal Pengabdian Kepada Masyarakat DEDIKASI PKM Jurnal Ekonomi Efektif Jurnal PADMA: Pengabdian Dharma Masyarakat Jurnal Abdi Masyarakat Humanis Jurnal Publikasi Ilmu Manajemen Jurnal PERKUSI: Pemasaran, Keuangan dan Sumber Daya Manusia Jurnal Pengabdian kepada Masyarakat : Kreasi Mahasiswa Manajemen JURNAL RUMPUN MANAJEMEN DAN EKONOMI Jurnal Ilmu Sosial Ekonomi dan Politik (JISOSEPOL) Jurnal Pemimpin Bisnis Inovatif AMANAH : Jurnal Ilmiah Ilmu Manajemen Economic and Business Horizon
Aden Prawiro Sudarso
Universitas Pamulang
Religion Agriculture, Biological Sciences & Forestry Humanities Chemistry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Public Health Social Sciences Other

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The Influence of Service Quality and Brand Trust on Brand Image and Its Implications on Panin Bank Customer Loyalty in the Use of Mobile Banking Ferdiansyah Ferdiansyah; Aden Prawiro Sudarso
Economic and Business Horizon Vol. 3 No. 2 (2024): May-August
Publisher : LifeSciFi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54518/ebh.3.2.2024.373

Abstract

This study was conducted to identify PANIN customer loyalty in mobile banking by using service quality, brand trust, and brand image. The sampling technique used is purposive sampling with the criteria (1) customers have a PANIN mobile application; (2) over 17 years old; (3) have used the app at least once. Data were obtained from questionnaires using Google Forms. Received a sample of 340 respondents, the test is carried out by SEM analysis using AMOS 24 software. The analysis using AMOS 24 shows that: (1). Service quality affects brand image. (2). Brand trust affects brand image (3). Service quality affects customer loyalty (4). Brand trust affects customer loyalty. (5) brand image affects customer loyalty. (6) Service quality mediated by brand image affects customer loyalty. (7) Brand trust mediated by brand image affects customer loyalty.
Co-Authors Ade Rachmawan Agus Sudarsono Ahmad Nurhadi Ahyani Ahyani Aidil Amin Effendy Akhmar Barsah Andri Priadi Asep Muhammad Lutfy Chandra Fitra Arifianto Denok Sunarsi Didi Sunardi Enny Savitri Faisal Faisal Ferdiansyah Ferdiansyah Fikron Al-Choir Gojali Supiandi H. San Ridwan Maulana Hadi Winata Hastono Hastono Heri Murtiyoko Husain, Bachtiar Arifudin Indra Januar Rukmana Indri Indirasari Irfan Rizka Akbar Iriana Kusuma Dewi Irma Sari Octaviani Kartono Kartono Kevin Rinaldo Kharisma Danang Yuangga Laelatun Hamdiyah Lia Asmalah Liawati Liawati Lidya Pricilla Lucia Maduningtias Mahnun Mas'adi Muhamad Abid mutawali, mutawali mutawali Nardi Sunardi Nurul Faiziah Ravi Ravi Rayhan Fadhil Morsyam Rezqa Nessa Salim Rizka Putri Amelia Rudy Rudy Santoso, Arief Budi Sudiarto Sudiarto Widhi Wicaksono Widowati Widowati Yayan Sudaryana Yossi Wahyu Indrawan Zaenal Abidin