Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Dinasti International Journal of Education Management and Social Science
Taqi Ardabilli, Muhammad
Unknown Affiliation
Education

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The Role of Service Quality in Increasing Customer Satisfaction and Loyalty: An Analysis of BNI Mobile Banking Taqi Ardabilli, Muhammad; Fadhilah, Muinah; Lukitaningsih, Ambar
Dinasti International Journal of Education Management And Social Science Vol. 6 No. 1 (2024): Dinasti International Journal of Education Management and Social Science (Octob
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v6i1.3103

Abstract

The rapid evolution of digital business necessitates adaptation. This study examines how service quality influences customer satisfaction and loyalty among BNI Mobile Banking users. A quantitative approach was employed to analyze 125 active BNI Mobile Banking customers with at least 5 million rupiah in savings and under 60 years old from the BNI KCP Ampel branch. Path analysis using Smart PLS 4.0 software was conducted to determine the relationships between service quality dimensions (assurance, convenience, reliability, efficiency) and customer satisfaction and loyalty. Results indicate that assurance, convenience, and reliability positively impact satisfaction, which in turn positively affects loyalty. While satisfaction mediates the influence of assurance and reliability on loyalty, it does not mediate the effects of comfort, efficiency, and convenience on loyalty. Essentially, the study found that improving assurance, convenience, and reliability of BNI Mobile Banking can enhance customer satisfaction, leading to increased loyalty. However, comfort, efficiency, and convenience directly impact loyalty without being mediated by satisfaction.
Co-Authors Ambar Lukitaningsih Muinah Fadhilah, Muinah