Peran Kepuasan Nasabah sebagai Mediasi E-Serqual terhadap Loyalitas Nasabah pada Bank Sultra Capem Batauga
DOI:
https://doi.org/10.30640/jumma45.v5i1.5798Keywords:
Bank Sultra, Banking, Customer Loyalty, Customer Satisfaction, E-ServqualAbstract
This study aims to examine and elaborate on the role of user satisfaction as an intervening mechanism in the causal relationship between electronic service quality and customer loyalty at Bank Sultra Capem Batauga. The research design is developed based on a quantitative paradigm employing a cross-sectional survey approach for data collection. Data were obtained through measurement instruments in the form of structured questionnaires. The study population comprises all customers who utilize the digital transaction facilities of Bank Sultra Capem Batauga’s mobile banking services. The sample size was determined using the Slovin formula, resulting in a total of 97 respondents. Data analysis for hypothesis testing was conducted using the Partial Least Squares (PLS) method. The findings indicate that electronic service quality exerts a positive and significant effect on both customer satisfaction and customer loyalty. Furthermore, customer satisfaction was found to have a positive and significant influence on customer loyalty. Finally, the analysis confirms that customer satisfaction serves as a partial mediator in the relationship between electronic service quality and customer loyalty. Thus, customer satisfaction is significantly influenced by electronic service quality and, in turn, significantly enhances customer loyalty, while electronic service quality also demonstrates a direct and significant contribution to customer loyalty.
References
Abbasi, G. A., Kumaravelu, J., Goh, Y. N., & Singh, K. S. D. (2021). Understanding the intention to revisit a destination by expanding the theory of planned behavior (TPB). Spanish Journal of Marketing – ESIC, 25(2), 282–311. https://doi.org/10.1108/SJME-12-2019-0109
Ajzen, I. (2005). Attitudes, personality, and behavior. Open University Press.
Alam, M. M. D., Karim, R. A., & Habiba, W. (2021). The relationship between CRM and customer loyalty: The moderating role of customer trust. International Journal of Bank Marketing, 39(7), 1248–1272. https://doi.org/10.1108/IJBM-12-2020-0607
Assauri, S. (2018). Manajemen bisnis pemasaran. Raja Grafindo Persada.
Astuti, M., & A. R. A. (2020). Pengantar manajemen pemasaran. Deepublish.
Belhadi, A., Kamble, S., Benkhati, I., Gupta, S., & Mangla, S. K. (2023). Does strategic management of digital technologies influence electronic word-of-mouth (eWOM) and customer loyalty? Empirical insights from B2B platform economy. Journal of Business Research, 156, 113548. https://doi.org/10.1016/j.jbusres.2022.113548
Daya, M., Siagian, Y. M., & Kurniawati, K. (2022). The influence of social media marketing activities on brand loyalty directly or through consumer satisfaction and brand equity on the largest e-commerce in Indonesia. Journal of Management Applications, 20(4), 865–877. https://doi.org/10.21776/ub.jam.2022.020.04.09
Griffin, J. (2016). Customer loyalty: Menumbuhkan dan mempertahankan kesetiaan pelanggan (D. K. Yahya, Trans.). Erlangga.
Kasmir. (2017). Customer service excellent: Teori dan praktik. PT Raja Grafindo Persada.
Kaur, B., Kaur, J., Pandey, S. K., & Joshi, S. (2023). E-service quality: Development and validation of the scale. Global Business Review, 24(5), 953–971. https://doi.org/10.1177/0972150920920452
Kholik, A., Maulida, S., Suganda, D. A., Hanika, M. I., Ismainar, H., Muniarty, P., Marlina, H., Febrianty, F., Yoseph, A. Y., Nufus, H., & N. (2020). Perilaku konsumen: Ruang lingkup dan konsep dasar (U. Saripudin & E. Jaelani, Eds.). Widina Bhakti Persada.
Kotler, P., & Armstrong, G. (2020). Principles of marketing (17th ed.). Pearson.
Kotler, P., & Keller, K. L. (2016). Marketing management (16th ed.). Pearson.
Kotler, P., & Keller, K. L. (2021). Marketing management (15th ed.). Pearson.
Lin, Y., Luo, J., Cai, S., Ma, S., & Rong, K. (2016). Exploring the service quality in the e-commerce context: A triadic view. Industrial Management & Data Systems, 116(3), 388–415. https://doi.org/10.1108/IMDS-04-2015-0116
Nurastuti, W. (2011). Teknologi perbankan. Graha Ilmu.
Olaleye, B., Adeyeye, O., Efuntade, A., Arije, B., & Anifowose, O. (2021). E-quality services: A paradigm shift for consumer satisfaction and e-loyalty. Management Science Letters, 11(3), 849–860. https://doi.org/10.5267/j.msl.2020.10.015
Oliver, R. L. (2014). Satisfaction: A behavioral perspective on the consumer. Taylor & Francis. https://doi.org/10.4324/9781315700892
Omar, S., Mohsen, K., Tsimonis, G., Oozeerally, A., & Hsu, J. H. (2021). M-commerce: The nexus between mobile shopping service quality and loyalty. Journal of Retailing and Consumer Services, 60, 102468. https://doi.org/10.1016/j.jretconser.2021.102468
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Piercy, N. F. (2009). Strategic marketing (9th ed.). McGraw-Hill.
Rachmad, E. Y., Setiawan, Z., Purwoko, N., Syamil, A., Risdwiyanto, A., Munizu, M., & Manaf, A. P. (2023). Manajemen pemasaran: Teori dan studi kasus (Efitra & Sepriano, Eds.). PT Sonpedia Publishing Indonesia.
Satriadi, S., Wanawir, W., Hendrayani, E., Siwiyanti, L., & N. (2021). Manajemen pemasaran. Samudra Biru.
Solomon, M. R. (2018). Consumer behavior: Buying, having, and being (13th ed.). Pearson.
Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships. International Journal of Bank Marketing, 36(5), 823–848. https://doi.org/10.1108/IJBM-03-2017-0054
Tjiptono, F. (2019). Pemasaran jasa (Edisi terbaru). Andi.
Wardhana, A. (2021). Perilaku konsumen. Media Sains Indonesia.
Zeithaml, V. A., & Bitner, M. J. (2013). Services marketing: Integrating customer focus across the firm (6th ed.). McGraw-Hill Education.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing (7th ed.). McGraw-Hill Education.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911
Zulkarnain, R., Taufik, H., & Ramdansyah, A. D. (2020). Pengaruh kualitas pelayanan dan kualitas produk terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening. Jurnal Manajemen dan Bisnis, 1–24. https://doi.org/10.20527/jbp.v10i2.10955
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Jurnal Mahasiswa Manajemen dan Akuntansi
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
