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Determination of Customer Loyalty Through Customer Satisfaction in Using Mobile Banking Ulya, Zikriatul; alfian; Zuhra, Nur rahmi; Setiawan, Muarif
Jurnal Manajemen dan Keuangan Vol 14 No 1 (2025): JURNAL MANAJEMEN DAN KEUANGAN
Publisher : Program Studi Manajemen Fakultas Ekonomi Universitas Samudra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33059/jmk.v14i1.11522

Abstract

This study aims to analyze the determinants that influence customer loyalty through customer satisfaction in using mobile banking . The method used in this study is a quantitative descriptive approach using path analysis to test the direct relationship between variables and indirect relationships between variables using structural equation modeling - partial least square (sem-pls). Data collection used is a questionnaire distributed via google form. The number of samples is 90 Aceh Tamiang customers. Determination of the sample uses a nonprobability sampling technique where sampling does not provide equal opportunities for each member of the population selected as a sample and uses SmartPLS 4.0 software. The results of the study showed that the customer experience variable on customer satisfaction has a positive and significant effect, the service quality variable on customer satisfaction has a negative and insignificant effect, the service feature variable on customer satisfaction has a positive and significant effect, the customer experience variable on customer loyalty has a negative and insignificant effect, the service quality variable on customer loyalty has a negative and insignificant effect, the service feature variable on customer loyalty has a positive and significant effect, the customer satisfaction variable on customer loyalty has a positive and significant effect, customer satisfaction can mediate customer experience on customer loyalty, customer satisfaction cannot mediate service quality on customer loyalty, customer satisfaction can mediate service features on customer loyalty.
Millennial Investment Behavior in the Digital Era: A Multidimensional Analysis Ulya, Zikriatul; Setiawan, Muarif; Salsabila, Nasywa; Zulhilmi
EKOBIS SYARIAH Vol. 10 No. 1 (2026): Modern Islamic Economic Paradigm: The Synergy of Technology, Social Finance, a
Publisher : Universitas Islam Negeri Ar-Raniry Banda Aceh

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22373/ekobis.v10i1.34642

Abstract

The expansion of digital technology has revolutionized investment patterns, especially among millennials, who are known to be adaptable to innovation. Ease of access to investment also carries risks for those who do not yet understand financial products. The main factors influencing millennial investment behavior include financial literacy, digital education, religiosity, and risk perception. This study aims to analyze the influence of financial literacy, digital education, religiosity, and risk perception on millennial investment behavior in the digital era. The study used a descriptive quantitative approach with an associative explanation method. The study sample consisted of 150 millennial student respondents in Langsa City, Participants were chosen using purposive sampling. The data were collected through questionnaires and analyzed with multiple regression methods. The results showed that financial literacy and digital education had a positive but insignificant effect on investment behavior, suggesting that increased financial knowledge and access to digital education were not sufficient to significantly encourage investment decisions. Conversely, religiosity and risk perception were shown to have a positive and significant effect, meaning that the higher the level of religiosity and the better the understanding of risk, the greater the tendency of millennials to invest. Simultaneously, all four variables significantly influenced investment behavior. Research findings indicate that millennials' investment behavior is influenced not only by financial literacy and digital education, but also by religiosity and risk perception. Therefore, improving literacy, implementing digital education, and strengthening religious values and risk management are crucial for developing wise and sustainable investment behavior.