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Aslamia Rosa
Universitas Sriwijaya
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Journal : Al-Buhuts (e-journal)

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The Influence Of Service Quality And Product Quality Of Mobile Banking On Customer Satisfaction Ayu Liring Bethari; Aslamia Rosa; Ahmad Maulana; Zakaria Wahab
Al-Buhuts Vol. 20 No. 1 (2024): Al-Buhuts
Publisher : Institute Agama Islam Negeri (IAIN) Sultan Amai Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30603/ab.v20i1.5117

Abstract

This study aims to analyze the effect of service quality and product quality of mobile banking on customer satisfaction of Bank Sumsel Babel. This quantitative research uses data from 123 mobile banking customer respondents in the Palembang area collected through an online questionnaire during May to June 2024. Multiple linear regression analysis with SPSS version 26 was used to test the hypothesis. The results showed that both service quality and product quality had a positive and significant effect on customer satisfaction, and simultaneously also had a significant effect. Product quality has a more dominant influence on customer satisfaction than service quality
Kepercayaan Mobile Banking: Peran Keamanan dan Kualitas Layanan Elektronik dalam Mendorong Niat Bertransaksi Ulang Nissa, Hairun; Rosa, Aslamia; Maulana, Ahmad; Wahab, Zakaria
Al-Buhuts Vol. 20 No. 2 (2024): Al-Buhuts
Publisher : Institute Agama Islam Negeri (IAIN) Sultan Amai Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30603/ab.v20i2.5932

Abstract

This study investigates the role of Security and Electronic Service Quality in influencing Repurchase Intention in the mobile banking application of Bank Sumsel Babel, with Trust as an intervening variable. Data collected from 131 respondents who actively use the mobile banking application were analyzed using Structural Equation Modeling (SEM) with Smart PLS 4. The results indicate that Electronic Service Quality significantly influences Repurchase Intention, both directly and indirectly through Trust as a mediator. Security, however, does not show a significant impact on Repurchase Intention, either directly or indirectly through Trust. Nonetheless, Security remains crucial in building initial Trust among users. This study provides insights for improving service quality and Security features to strengthen customer loyalty
Co-Authors Achmad Anjas Asmara Achmad Widad Adristi Lingga Savitri, Shafira Ahmad MAULANA Ahmad Maulana Ahmad Maulana Ahmad Syathiri Ahmad Widad, Ahmad Apria Sari Ayu Liring Bethari Azra, Annisa Auliya Dessi Yunita Dessy Ratna Sari Dessy Yunita Diah Natalisa Diah Natalisa, Diah Dian Eka Dwi Darma Puspita Sari Elvi Indahwati Fania Maulidina Febrina, Ade Tiara Firmansyah Firmansyah FS Kerlyn, Defebri Graciella Sabathini Hafiz Hafiz Hairun Nissa, Hairun Hartati Hartati Hartiningsih Apriliza Hera Febria Mavilinda Iisnawati, Iisnawati Islahuddin Daud Islahuddin Daud, Islahuddin Ismail Yogi Indra Pranata Kartika Sari, Indah Kristin, Julie M. Lucky Pratama M.dwi yanputra Marlina Widiyanti Marlina Widiyanti Marlina Widiyanti, Marlina Maulana, Achmad Mavilinda, Hera Febria Meilani, Windi Melinia, Fitri Meliza Rahmawati Muchsin Saggaff Shihab Muchsin Saggaff Shihab Muhammad Kemas Husni Thamrin Nofiawaty Nofiawaty Nurkardina Novalia Nyoman Tri Adnyani Sutama Putri Kumala Dewi Putri, Melisa Ariani R. A. Firy Yuandita Rahma Delawati Rahman, Beno Saggaf, Muchsin Saggaff Shihab, Muchsin Salsabila, Nabila Satria, Berry Siti Soeleha Suhartini Karim Suhartini Karim Sulastri SULASTRI Sulastri Sulastri Sulastri Sulastri Syarifah Fatimah Dina Najib H.A Tarigan, Ertika Br Triana, Jessica Ummi Rani Syafitri Vika Diwinta Aulia Wawan Setiawan Yulia Hamdaini Putri Yuliansyah Yuliansyah Yumi Lestari Yunita, Dessy zakaria Wahab Zakaria Wahab Zakaria Wahab, Zakaria Zuhdi, Egi