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All Journal Jurnal Ekonomi Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Mirai Management Primanomics : Jurnal Ekonomi & Bisnis Jurnal Muara Ilmu Ekonomi dan Bisnis Jurnal Manajemen Jurnal Bina Manajemen AKMENIKA MEDIA BISNIS Jurnal Manajerial Dan Kewirausahaan Indonesian Marketing Journal Journal of Management and Digital Business NEAR: Jurnal Pengabdian kepada Masyarakat International Journal of Application on Economics and Business Jurnal Serina Ekonomi dan Bisnis
Tommy Setiawan Ruslim, Tommy Setiawan
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Humanities Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Nursing Public Health Social Sciences Transportation Other

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Journal : Jurnal Manajemen

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Maximizing Online Loyalty: The Mediating Effects of Satisfaction and Trust Ruslim, Tommy Setiawan
Jurnal Manajemen Vol. 29 No. 3 (2025): October 2025
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v29i3.2733

Abstract

The significance of customer loyalty in the banking industry has gained more importance, particularly due to the recent technological advancements. With the growing number of emerging digital banking services, customers demand banks to develop mobile banking apps with superior online features and qualities. This study aims to investigate how utilitarian and hedonic qualities impact online loyalty through the mediating roles of online satisfaction and online trust in digital banking services. The study collected responses from 251 digital banking service customers living in Jakarta. The results indicate that hedonic qualities significantly enhance online satisfaction, online trust, and online loyalty. Utilitarian qualities are confirmed to enhance online satisfaction and online trust directly. However, utilitarian qualities are not found to be directly linked to online loyalty. Furthermore, this research concludes that both online satisfaction and online trust mediate the relationships between utilitarian and hedonic qualities and online loyalty.
Co-Authors Abdichianto, Viona Virtuna Albert Albert Anggelina, Chyntia Aurelia, Evelyn Aurellia, Audrey Christopher, Darrell Claudia, Jessica Cokki , Cokki Darmawi, Michelle Deni Iskandar Dicky Dyah Erny Herwindiati Erika Erika Evert, Ferenc Devlin Febrian, Ferdy Ferditan, Jesslyn Gabriella Santoso Hapsari, Claudia Gita Henryanto Wijaya Herawati, Nurul Hikmah Ian Nurpatria Suryawan Ian Nurpatria Suryawan Kevin Setiawan Linadi, Clarissa Lukito, Venky Mukti Rahardjo, Mukti Nova Nova Ritonga, Alberthino Ramoz Saktiana, Galuh Mira Sari, Iis Nuraisyah Fatmala Sarta, Raymond Win Satriohantoro, Mikael Selamat, Frangky Setiawan, Jessica Ribka Sila, Emmanuel Constantinus Siswanto, Halim Putera Soelaiman, Lydiawati Sukaman, John Victorino Tenata, Albert uta, Louis Valeta, Nesya Verdelia Widjaja, Oey Hannes Widjaya, Hannes