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All Journal Journal of Business & Banking Jurnal Online Mahasiswa (JOM) Bidang Ilmu Hukum JIKSI (Jurnal Ilmu Komputer dan Sistem Informasi) Jurnal SOLMA BASIS (BAHASA DAN SASTRA INGGRIS) Journal Of Management Science (JMAS) Jurnal Pengabdian Kepada Masyarakat MEMBANGUN NEGERI Dinasti International Journal of Management Science Jurnal Sistem Komputer dan Informatika (JSON) Journal De Facto Journal of Judicial Review Jurnal Pengkajian Dhamma JURIDICA : Jurnal Fakultas Hukum Universitas Gunung Rinjani TEKIBA : Jurnal Teknologi dan Pengabdian Masyarakat Jurnal Komputer Teknologi Informasi Sistem Komputer (JUKTISI) Tarumanagara Medical Journal Cakrawala: Jurnal Pengabdian Masyarakat Global Jurnal Pengabdian Masyarakat Bunda Delima Jurnal Ekonomi dan Bisnis JUDIKAT: Jurnal Pengabdian Kepada Masyarakat Journal of Community Service (Abdisci) Science and Technology: Jurnal Pengabdian Masyarakat Baktimu : Jurnal Pengabdian Kepada Masyarakat Jurnal Sains dan Teknologi Skena Teknologi AbdiMuh: Jurnal Pengabdian Masyarakat
Johan Johan
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Journal : Journal Of Management Science (JMAS)

 1 
Effect of e-service quality, consumer trust, and brand image on the loyalty of BCA m-banking users Johan; Nainggolan, Nora Pitri
Junal Ilmu Manajemen Vol 8 No 3 (2025): July: Management Science and Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/jmas.v8i3.716

Abstract

Technology continues to advance with the advent of the internet. One technology that has continuously developed alongside the internet is mobile banking. The increasing sophistication of mobile banking has encouraged Indonesians to conduct transactions through this channel. This research uses a single mobile banking service as its object: BCA Mobile, due to its leading position in the mobile banking sector. The aim of this research is to determine the profile of e-service quality, consumer trust, and brand image of this mobile banking service. The research method employed is quantitative descriptive, utilizing documentation and questionnaire distribution as data analysis techniques. This study uses probability sampling methods. Cochran's formula was used for sample selection due to the large and unknown population size. The population used in this research comprises Indonesian citizens who have used or are currently using BCA Mobile banking. The research analyzes validity, multicollinearity regression, reliability, coefficient of determination, and hypotheses. Data analysis employs multiple linear regression analysis, while hypothesis testing utilizes t-tests and F-tests with SPSS version 25. The results show that the dominant respondents are aged 18-25, female, and students. This research is expected to contribute to marketing management and consumer behavior studies regarding consumer loyalty to mobile banking. Furthermore, this research can serve as a reference for banks providing mobile banking services to develop strategies for improving service quality and increasing user satisfaction. The study indicates that consumer trust and brand image have a positive and significant impact on the loyalty of mobile banking users, while e-service quality does not have a positive and significant impact on the loyalty of mobile banking users
Co-Authors Aan Kunaedi Achmad Tavip Junaedi Adam Rizki Firdaus Aditya Daffa Syahputra Afridho, Afridho Ikhsan Agus Hermana Putra, Muhammad Alexander Halim Santos Alfia, Alfia Meilani Putri Ananta, Ananta Ziaurohman Az Zaki Annisya Dwi Chaerani Ari, Ari Rizwan Arif Nurudin Arlends Chris Bastian, Norman Bunga Khoeriah Utami Cahyani, Mutiara Dwi Destra, Edwin Diyatrie Muhammad Bilal Ekawati, Hana Novita Erdianto Effendi Fadrul Fadrul Farell Christian Gunaidi Fazrin Ardiansyah Fitri Dian Perwitasari Fredi , Heru garno, Garno Gea, Empiter Geoffrey Christian Lo Gunaidi, Farell Christian Gunawan, Devina Gusman, Tania Avianda Hutabarat, Pebruarianto Idris Dwi Affandi Irnanda, M. Agung Isomudin Isomudin Juliana Juliana, Juliana Kartini, Nuri Laia, Bualazatulo Lina Lina Lusiana, Desy M. Syahrul Ibrahim Maheswara, Maheswara Abhista Hamdan Hafiz MAKSUM, HAIRUL Martinus, Agust Isa Miko Prasetyo Mimelientesa Irman Muhamad Jeni Krisyanto Muhammad Farhan Pratama Susilo Muhammad Rizqi Fajri Mukhlis R Muljadi Muljadi Mulyani, Basri Nainggolan, Nora Pitri Nanda Setiawan, Nanda Negoro, Wahyu Saptha Nurdianti, Dewi Nurdiyanti, Dewi Nurlia Hermawati, Tania Nurul Chamidah Okalesa Okalesa Onny Setywan Pamuji Hari Santoso Panjaitan, Erwin Parapat, Andreas Parapat, Andreas Jorghy Prasetyo, M Putra, Muhammad Dzakwan Dwi PutraAdi, Krisna Putri, Elysia Fadhilah Raj, Bill Risma, Risma Auliya Salsabilla Santoso, Alexander Halim Sari, Dwi Revita Sarli Rahman Setiawan, Adil Setiawan, Fiona Valencia Siti Illafiatunnisa Suharti Suharti Surya Oktaviero Teddy Chandra Trisolvena, Muhamad Nana Trisolvena, Muhammad Nana Utami, Arie Susetio Wijaya, Bryan Anna Wishnu Kurniawan yanto, heri Yeni Wulandari Yulina, Indah Karina Zagoto, Yiska Dayanti