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Fadillah, Aghnia Nurul
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Computer Science & IT Economics, Econometrics & Finance Languange, Linguistic, Communication & Media

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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 Kusmiati, Eti Wati Susilawati, Wati