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Journal : Jurnal Mantik

The effect of service quality, brand image, and ease of use on bca mobile banking customer loyalty with customer satisfaction as a mediating variable Fadillah, Aghnia Nurul; Susilawati, Wati; Kusmiati, Eti
Jurnal Mantik Vol. 9 No. 3 (2025): November: Manajemen, Teknologi Informatika dan Komunikasi (Mantik)
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/mantik.v9i3.6795

Abstract

Thel purpose ofl this lstudy is lto examine the effect lof service quality, lbrand image, land ease of use onl customerl loyalty, lwith customer lsatisfaction las the variable lmediating thisl relationship. Quantitative methods were used for this study. The population of this study comprised all users of BCA Mobile Banking. In this study, the sample consisted of 200 respondents who were at least 17 years old, active users of BCA Mobile Banking, and either male or female. This data was analyzed using SmartPLS 3.0 software and was based on structurall equation lmodeling with partiall least squaresl (SEM-lPLS). Thel results lof this lstudy indicatel that Servicel Quality doesl not laffect Customerl lLoyalty. Meanwhile, the variables of Brand Image and Ease of Use affect Customer Loyalty, mediated by the variable of Customer Satisfaction. This occurs because customers consider Service Quality to be standard in Mobile Banking services. Therefore, thel variables lof Brand lImage andl Ease of Use play an important role in efforts to increase Customer Loyalty. The results of this study will also be used to identify variables that increase customer loyalty
Co-Authors A'ini, Nurul Qurrota A, T. Tutut Widiastuti Abdullah, Ridha Abu Apas, Abu Hanifah Adam Malik Adiatma, Dani Afifah, Adinda Purnama Akbari, Rizky Ayu Akmala Hadita alam avrianto Anggraeni, Wini Annissa, Isti Apriani, Syntia Ariany, Riva Lesta Arifah, Raisya Zannuba Arista, Sani Fauziyati Asep Saepuloh Asgarini, Nina Karina Ayigistina, Resa Azkia, M. Naufal Canti, Mutiara Nur Chairani, Amelia Chusni, Minan Darmawansyah, M Imam Dhamayanty, Stanny Dini Turipanam Alamanda Elvania, Arinda Fadillah, Aghnia Nurul Fajarwati, Lusy Fajri, Siti Galfanny Rahmanillahi Sabitri Farida, Afifah Nur Fatimah, Rizki Nuraini Fauzi, Rijal Fauziah, Indri Nur Fikri Fahru Roji Firdaus, Deden Iqbal Fudhaili, Achmad Gumilar, Irfan Rizki Gumilar, Rizka Rimadiani Hadi, Aji Prasetya Hamdah, Dida Farida Latipatul Hamdan Sugilar Hamdani, Nizar Alam Handayani, Wulan S Hanifah, Hani Siti Hermina, Tinneke Hidayah, Rahma Maulida Hudal, Pariz Hudal Mutakin Ibnu, Muhamad Ida Nuraida Ida Zuraida, Ida Jayanti, Amel Dwi Jihad, Asep Juariah Juariah Kamila, Evi Nur Kariadinatad, Rahayu Karjadinata, Rahayu Khasanah, Aulia Zakia Kusmiati, Eti Liana, Ai Madani, Risma Rihlah Maoludin, Agus Mardiah, Rd. Kilma Kalimatul Maryam, Siti Rahmi Muhammad Ali Muharam, Husni Muhbib, Muhbib Mulyaningsih, Yeni Muminin, Riyadh Sabilul Nabhani, Irfan Nabila, Elsy Nokialita, Fitri Noura, Athiya Novianti, Dea Nurmastin Nurafifah, Syifa Nur’Afianti, Nur’Afianti Nurdin, Dian Kusmawati Nurhasan, Rohimat Nurilhami, Risma Nurul Hikmah Nurwijayanti Patimah, Pepi Priandini, Silvi Puad, Noor Aimi Binti Mohamad Pujawati, Fitria Puspitawati, Ika Rachmawati, Tika Karlina Rahayu Kariadinata Rahmawati, Shintia Ratna, Ratna Sari Restu, Mawar Sugi Ridwansyah, Risyad Sani Rina Marlina Risma Muhamad Ramdani Rizki, Ria Setiani Habbinnur Romdhon, Mochamad Rosalia, Niki Sa'adah, Noviani Saepudin, Usep Sari, Intan Tenisia Prawita Sarofah, Siti Septiani, Hera Laxmi Devi Setiawan, Rahyuniati Shiddieq, Diqy Fakhrun Sholihah, Wildatus Sholihatunnisa, Leili Solihatunnisa, Leili Sopianti, Rineta Arta Mevia Sufitri, Kanida Arliani Sugilar, Hamda Sumiati, Iis Suseno, Novie Susilawati, E Sutrisna, Teten Syaf, Agus Hikmat Syafaatunnisa, Shopiah Turipanam Alamanda, Dini Wahid, Aji Abdul Wahyuni, Silvy Aulia Widiastuti, T. Tutut Windayani, Neneng Windayanib, Neneng Wufron Wufron Wulandari, Ismi Ayu Yuliani Yuliani