E-Service Quality at Livin' by Mandiri Users: The Mediating Role of E-Customer Satifaction on E-Customer Loyalty
Currently, the banking world is competing fiercely to provide the best service to customers, especially in the realm of Mobile Banking. The purpose of this study was to determine the effect of e-service quality on e-customer loyalty through e-customer satisfaction as a mediating variable in m-banki...
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| Format: | Article |
| Language: | English |
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Universitas KH Abdul Chalim, Prodi Ekonomi Syariah
2025-07-01
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| Series: | Indonesian Interdisciplinary Journal of Sharia Economics |
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| Online Access: | https://e-journal.uac.ac.id/index.php/iijse/article/view/6964 |
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| author | Fitriyah Nurjanah Ela Anatasya Hutabarat Lis Tatin Hernidatiatin |
| author_facet | Fitriyah Nurjanah Ela Anatasya Hutabarat Lis Tatin Hernidatiatin |
| author_sort | Fitriyah Nurjanah |
| collection | DOAJ |
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Currently, the banking world is competing fiercely to provide the best service to customers, especially in the realm of Mobile Banking. The purpose of this study was to determine the effect of e-service quality on e-customer loyalty through e-customer satisfaction as a mediating variable in m-banking users, especially livin' by Mandiri users. This study uses quantitative research methods with sampling techniques using a purposive sampling approach; the samples taken in this research were 400 respondents of livin’ by mandiri users. The data obtained will be processed through Microsoft Excel, and then continued data analysis using Smart-PLS.The results of this study show that e-service quality affects Livin'by Mandiri user e-customer satisfaction, e-service quality affects Livin' by Mandiri user e-customer loyalty, e-customer satisfaction affects Livin'by Mandiri user e-customer loyalty, and e-customer satisfaction mediates the relationship between e-service qualty and the e-customer loyalty of Livin'by Mandiri users.
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| format | Article |
| id | doaj-art-0a3bc290705a4b41b2f6ca277c45fbed |
| institution | OA Journals |
| issn | 2621-606X |
| language | English |
| publishDate | 2025-07-01 |
| publisher | Universitas KH Abdul Chalim, Prodi Ekonomi Syariah |
| record_format | Article |
| series | Indonesian Interdisciplinary Journal of Sharia Economics |
| spelling | doaj-art-0a3bc290705a4b41b2f6ca277c45fbed2025-08-20T02:38:59ZengUniversitas KH Abdul Chalim, Prodi Ekonomi SyariahIndonesian Interdisciplinary Journal of Sharia Economics2621-606X2025-07-018310.31538/iijse.v8i3.6964E-Service Quality at Livin' by Mandiri Users: The Mediating Role of E-Customer Satifaction on E-Customer LoyaltyFitriyah Nurjanah0Ela Anatasya Hutabarat1Lis Tatin Hernidatiatin2Universitas Swadaya Gunung Jati, Cirebon, IndonesiaUniversitas Swadaya Gunung Jati, Cirebon, IndonesiaUniversitas Swadaya Gunung Jati, Cirebon, Indonesia Currently, the banking world is competing fiercely to provide the best service to customers, especially in the realm of Mobile Banking. The purpose of this study was to determine the effect of e-service quality on e-customer loyalty through e-customer satisfaction as a mediating variable in m-banking users, especially livin' by Mandiri users. This study uses quantitative research methods with sampling techniques using a purposive sampling approach; the samples taken in this research were 400 respondents of livin’ by mandiri users. The data obtained will be processed through Microsoft Excel, and then continued data analysis using Smart-PLS.The results of this study show that e-service quality affects Livin'by Mandiri user e-customer satisfaction, e-service quality affects Livin' by Mandiri user e-customer loyalty, e-customer satisfaction affects Livin'by Mandiri user e-customer loyalty, and e-customer satisfaction mediates the relationship between e-service qualty and the e-customer loyalty of Livin'by Mandiri users. https://e-journal.uac.ac.id/index.php/iijse/article/view/6964E Service Quality, E Customer Satisfaction, E Customer Loyalty |
| spellingShingle | Fitriyah Nurjanah Ela Anatasya Hutabarat Lis Tatin Hernidatiatin E-Service Quality at Livin' by Mandiri Users: The Mediating Role of E-Customer Satifaction on E-Customer Loyalty Indonesian Interdisciplinary Journal of Sharia Economics E Service Quality, E Customer Satisfaction, E Customer Loyalty |
| title | E-Service Quality at Livin' by Mandiri Users: The Mediating Role of E-Customer Satifaction on E-Customer Loyalty |
| title_full | E-Service Quality at Livin' by Mandiri Users: The Mediating Role of E-Customer Satifaction on E-Customer Loyalty |
| title_fullStr | E-Service Quality at Livin' by Mandiri Users: The Mediating Role of E-Customer Satifaction on E-Customer Loyalty |
| title_full_unstemmed | E-Service Quality at Livin' by Mandiri Users: The Mediating Role of E-Customer Satifaction on E-Customer Loyalty |
| title_short | E-Service Quality at Livin' by Mandiri Users: The Mediating Role of E-Customer Satifaction on E-Customer Loyalty |
| title_sort | e service quality at livin by mandiri users the mediating role of e customer satifaction on e customer loyalty |
| topic | E Service Quality, E Customer Satisfaction, E Customer Loyalty |
| url | https://e-journal.uac.ac.id/index.php/iijse/article/view/6964 |
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