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All Journal JAM : Jurnal Aplikasi Manajemen COMPETITIVENESS JOURNAL Jurnal Mirai Management Jurnal Akuntansi STIE Muhammadiyah Palopo EKONOMIS : Journal of Economics and Business Pendas : Jurnah Ilmiah Pendidikan Dasar Patria Artha Management Journal JURNAL MANAJEMEN BISNIS Journal of Innovation in Business and Economics Jurnal Pengabdian Dharma Laksana Al-Kharaj: Journal of Islamic Economic and Business Dinasti International Journal of Digital Business Management Enrichment : Journal of Management Community Development Journal: Jurnal Pengabdian Masyarakat Didaktik : Jurnal Ilmiah PGSD STKIP Subang Jurnal Ilmu Manajemen Profitability Journal of Community Service and Empowerment Journal La Bisecoman Jurnal Manajemen Sains dan Organisasi (JMSO) Jurnal Bisnis Mahasiswa Golden Ratio of Marketing and Applied Psychology of Business AJARCDE (Asian Journal of Applied Research for Community Development and Empowerment) Journal of Public Representative and Society Provision Journal of Artificial Intelligence and Digital Business Eduvest - Journal of Universal Studies Indonesian Journal of Multidisciplinary on Social and Technology Jurnal Ilmiah Multidisiplin Amsir IIJSE Journal of Management and Innovation Entrepreneurship (JMIE) Jurnal Ekonomi Bisnis Manajemen dan Akuntansi (Jebisma) International Journal of Economic Research and Financial Accounting Jurnal Social Society Indonesian Journal of Management Studies IECON: International Economics and Business Conference Journal Development Manecos Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis GoodWill Journal of Economics, Management, and Accounting
Andi Mappatompo
Universitas Muhammadiyah Makassar
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Law, Crime, Criminology & Criminal Justice Neuroscience Public Health Social Sciences Other

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Journal : journal development manecos

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Advances in digital technology Building Customer Loyalty through Trust and Satisfaction The Role of Service Quality and Product Value in the Digital Banking Era Wahyudin Yahya; Andi Mappatompo; Muchriana Muchran
Journal Development Manecos Vol. 4 No. 1 (2026): Journal Development Manecos
Publisher : Scieclouds Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71435/740409

Abstract

This study aims to analyze the influence of e-service quality and product value on e-trust and e-satisfaction, and their effect on the e-loyalty of BRImo application users, both directly and through e-trust and e-satisfaction as mediating variables. A quantitative survey approach was used, involving 180 BRImo customers aged 18-35 years at the BRI Bantaeng Lamalaka Unit branch office. Data were analyzed using Structural Equation Modeling (SEM) with AMOS. The results show that e-service quality and product value have a positive and significant effect on e-trust and e-satisfaction, but no significant direct effect on e-loyalty. E-trust and e-satisfaction have a positive and significant effect on e-loyalty, and both act as significant mediators in the relationship between e-service quality and product value on e-loyalty. These findings confirm that customer loyalty in digital banking is built through indirect mechanisms, making the strengthening of trust and satisfaction a key strategy for improving BRImo customer loyalty.
Co-Authors A Ifayani Haanurat A. Ainin Amelia A. Endang Maulana A. Ifayani Haanurat A. Ifyani Haanurat A.Ifayani Haanurat ABD RAHMAN RAHIM, ABD RAHMAN Abdi, Muhammad Nur Abdul Rahman Rahim Agus Salim Agusdiwana Suarni Agussalim Harrang Agustinus Ruti Ahmad AC Ahmad AC, Ahmad Ahmad AC. Akhmad, Akhmad Amran Amran Amran Andi Zaskia Ramdhani Arfan Arfan Asbahar Asbahar Aslinda Anwar Asrawan Asrawan Asri Jaya Aulia Aulia Aulia Aulia Aulia Aulia Awaliya, Nurdia Azizah Saban Basri Basir Chairul Ikhsan Choiriah Muslimah Nurdin Dewi Iriani Dg. Maklassa Dg. Maklassa Dg. Maklassa Erniati Erniati Erniati Erniati Fadhillah S Ramadhani Fahmi Nur Mala Firman Karim Firman syah, Firman Fitria Ariyani Haslinda Haslinda, Haslinda Hasmin, Nurul Amira Hasmiranda Hasmiranda Hasriani Hasriani Hasriani Hasriani, Hasriani Husnaeda Indrawaty, Sri Mulyani Ipahriani Rahman Irpan Ismail Rasulong Joko Purnomo Karsinah Sidi Kartini Kartini Lewangka , Oesman Lewangka, Oesman M. Syafiie Idrus M. Yusuf K Mardaniar, Andi Margono Setiawan Markiones, Sartika Aprilia Marsila Marsila Martaleni - Meily Meliyani Mohammad Rahmat N Muchran, Muchriady Muchriana Muchran Muchriana Muchran Muh Nur Abdi Muh. Ikram Idrus Muhaimin Muhaimin Muhammad Ikram Idrus Muhammad Nur Abdi Muhammad Rusydi Muhran, Muhriadiy Muliyadi Amir Nadia Nadia Nailah Nurjannah Nasrullah Nasrullah Nasrun Nasrun Nenny Slaviaty Nurhayati Nurhayati Nurinaya, Nurinaya Nursyamsi, Siti Nurul Ramadhani Oesman Lewangka Oesman Lewangka Putri, Meilin Dwi R, Ummu Kalsum Rahim Rahmat Wahyudi Rajib UI Sandi Ramadhani, Fadhillah S Rezky Ramadhani Aras, Amalia Ridwan Ridwan Riska Amelia Romadhoni, Buyung Rosinta Ruslan, Reka Rusni Hasni Ruti, Agustinus S. Sukmawati Sahabuddin Nanda Salama Kaplale, Salama Samsul Rizal Sarfina, Sarfina Simiati Siti Asiah Azis Siti Nursyamsi Sitti Isra Slaviaty, Nenny Sri Andayaningsih Sri Mulyani Indrawaty St. Subaedah Suarni, Agusdiwana Suhermin, Suhermin Sukmawati - Sulastri Sulastri Syafaruddin Syafaruddin Syafaruddin Syafaruddin Syahrul Syahrul Syamsuddin Syamsuddin Syarthini Indrayani Syarthini Indrayani Triwati, Apriliyah Umar Nimran Ummu Kalsum Rahim R Wa Ode Rayyani Wa Ode Rayyani Wahyudi Malik Wahyudin Yahya wahyuni wahyuni Yusra Putri Zainal Yahya Idris Zalkha Soraya