IIJSE
Vol 9 No 1: Sharia Economics

The Influence of Popularity, Credibility, and M-Banking Services on Customer Satisfaction and Loyalty at Bank BTN

Pakhlevi, Egy Zidan (Unknown)
Roostika, Raden Roro Ratna (Unknown)

Article Info

Publish Date
21 Oct 2025

Abstract

This study aims to analyze the influence of popularity, credibility, and the efficiency of Bank BTN's mobile banking services on customer satisfaction and loyalty. Utilizing a qualitative approach, data were collected through in-depth interviews with several customers. The findings indicate that both popularity and credibility play a significant role in shaping public interest in becoming customers, while the efficiency of digital services is a critical factor in determining satisfaction and loyalty levels. Recommendations are proposed to enhance digital promotion, improve the efficiency of mobile banking services, and expand product branding to better reach younger generations.

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Journal Info
IIJSE
Website

Abbrev

iijse

Publisher

Universitas KH. Abdul Chalim

Subject

Economics, Econometrics & Finance

Description

The Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) is Sharia Economics Journal published by Sharia Economics Department Institut Pesantren KH. Abdul Chalim, Mojokerto. The Journal focuses on the issues of Sharia Economics, the History of Islamic Economic Thought, Islamic Law, Local ...