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Examining the interplay of brand satisfaction, trust, and loyalty among BSI mobile users: The mediating role of brand attachment

Jurnal Perspektif Pembiayaan dan Pembangunan Daerah · Vol. 11 No. 2 (2023) · hlm. 175–186

DOI
10.22437/ppd.v11i2.16759
ISSN
2355-8520, 2338-4603
Terbit
2023-06-30
Penerbit
Program Magister Ilmu Ekonomi Pascasarjana Universitas Jambi
Bahasa
en
Lisensi
creativecommons.org/licenses/by/4.0

Abstrak

This study investigates the effects of brand satisfaction, trust, and loyalty among Bank Syariah Indonesia (BSI) mobile phone users. Additionally, it delineates the mediating role of brand attachment on a collective and individual scale. The study utilizes a sample drawn from diverse BSI customer bases across Indonesia. Data was gathered through structured questionnaires disseminated via WhatsApp, Facebook, and email, facilitated by Google Forms. The research adopted a quantitative methodology, incorporating statistical and hypothesis tests, with preliminary evaluations involving validity, reliability, and normality tests. Data analysis encompassed qualitative and quantitative methodologies, employing Structural Equation Modeling (SEM) for the quantitative segment. This pioneering research in Indonesia scrutinizes the interrelations between brand satisfaction, brand trust, and brand loyalty, specifically in the context of BSI mobile phone users, offering potential insights that might be pivotal for augmenting BSI's clientele. The findings demonstrate that the model's Goodness of Fit index meets the requisite criteria, illustrating the analytical competence of the model. Identifying service quality, marketing mix, and brand image as significant determinants influencing customer satisfaction is noteworthy. Furthermore, the research unveils that brand satisfaction, trust, and attachment are instrumental in shaping brand loyalty among BSI mobile users. Distinctively, brand satisfaction exerts an indirect influence on brand loyalty mediated by brand attachment, paralleled by a similar indirect influence of brand trust on brand loyalty through brand attachment. Incorporating brand attachment as a mediating variable in this study augments the comprehension of the interplay between these elements, yielding more substantial conclusions about their impact on brand loyalty.

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  • Universitas Jambi
  • Afiliasi tidak diketahui
  • Organisasi berbeda
  • Organisasi sama
  • Afiliasi tidak diketahui
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Rekan penulisOrganisasiArtikel bersama
Husni HasbullahUniversitas Jambi7
Sigit IndrawijayaUniversitas Jambi6
Novita SariAfiliasi tidak diketahui4
Dwi KurniawanAfiliasi tidak diketahui4
Sry RositaUniversitas Jambi4
Ade OctaviaUniversitas Jambi3
Yayuk SriayudhaUniversitas Jambi3
Rizky Azika RamadhanUniversitas Jambi3
Auliza OktariUniversitas Jambi3
Ade TitinifitaUniversitas Jambi2
Erida EridaUniversitas Jambi2
Fitri WidiastutiUniversitas Jambi2
Indra JayaUniversitas Jambi2
Yuliusman YuliusmanUniversitas Jambi2
Johannes JohannesUniversitas Jambi2
Zulfina AdrianiUniversitas Jambi2
Agus SolikhinUniversitas Jambi2
Wahyu Juari SetiawanUniversitas Jambi1
Idham KhalidUniversitas Jambi1
Dahmiri DahmiriAfiliasi tidak diketahui1
Idham Khalik Idham KhalikAfiliasi tidak diketahui1
Husni Hasbullah Husni HasbullahAfiliasi tidak diketahui1
Rohman WillianUniversitas Jambi1
Panggita WijayaUniversitas Jambi1
Zamzami ZamzamiUniversitas Jambi1
Helen ParkhurstUniversitas Jambi1
Johannes JohannesUniversitas Jambi1
Kasirul FadliUniversitas Jambi1
Muhammad AminUniversitas Jambi1
Muhammad AminUniversitas Jambi1
Musyayaddah MusyayaddahUniversitas Jambi1
Arsyadt ArsyadtUniversitas Jambi1
Johanes SimatupangUniversitas Jambi1
Pradita Eko Prasetyo UtomoUniversitas Jambi1
Lucky Enggraini FitriAfiliasi tidak diketahui1
Dedy SetiawanUniversitas Jambi1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://online-journal.unja.ac.id/index.php/JES/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Examining the interplay of brand satisfaction, trust, and loyalty among BSI mobile users: The mediating role of brand attachment</dc:title>
	<dc:creator xml:lang="en">Dahmiri, Dahmiri</dc:creator>
	<dc:creator xml:lang="en">Khalik, Idham</dc:creator>
	<dc:creator xml:lang="en">Bhayangkari, Sylvia Kartika Wulan </dc:creator>
	<dc:creator xml:lang="en">Syafri, Rista Aldilla</dc:creator>
	<dc:subject xml:lang="en">Brand attachment</dc:subject>
	<dc:subject xml:lang="en">Brand loyalty</dc:subject>
	<dc:subject xml:lang="en">Brand satisfaction</dc:subject>
	<dc:subject xml:lang="en">Brand trust</dc:subject>
	<dc:description xml:lang="en">This study investigates the effects of brand satisfaction, trust, and loyalty among Bank Syariah Indonesia (BSI) mobile phone users. Additionally, it delineates the mediating role of brand attachment on a collective and individual scale. The study utilizes a sample drawn from diverse BSI customer bases across Indonesia. Data was gathered through structured questionnaires disseminated via WhatsApp, Facebook, and email, facilitated by Google Forms. The research adopted a quantitative methodology, incorporating statistical and hypothesis tests, with preliminary evaluations involving validity, reliability, and normality tests. Data analysis encompassed qualitative and quantitative methodologies, employing Structural Equation Modeling (SEM) for the quantitative segment. This pioneering research in Indonesia scrutinizes the interrelations between brand satisfaction, brand trust, and brand loyalty, specifically in the context of BSI mobile phone users, offering potential insights that might be pivotal for augmenting BSI's clientele. The findings demonstrate that the model's Goodness of Fit index meets the requisite criteria, illustrating the analytical competence of the model. Identifying service quality, marketing mix, and brand image as significant determinants influencing customer satisfaction is noteworthy. Furthermore, the research unveils that brand satisfaction, trust, and attachment are instrumental in shaping brand loyalty among BSI mobile users. Distinctively, brand satisfaction exerts an indirect influence on brand loyalty mediated by brand attachment, paralleled by a similar indirect influence of brand trust on brand loyalty through brand attachment. Incorporating brand attachment as a mediating variable in this study augments the comprehension of the interplay between these elements, yielding more substantial conclusions about their impact on brand loyalty.</dc:description>
	<dc:publisher xml:lang="en">Program Magister Ilmu Ekonomi  Pascasarjana Universitas Jambi</dc:publisher>
	<dc:date>2023-06-30</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://online-journal.unja.ac.id/JES/article/view/16759</dc:identifier>
	<dc:identifier>10.22437/ppd.v11i2.16759</dc:identifier>
	<dc:source xml:lang="en">Jurnal Perspektif Pembiayaan dan Pembangunan Daerah; Vol. 11 No. 2 (2023): Jurnal Perspektif Pembiayaan dan Pembangunan Daerah; 175 - 186</dc:source>
	<dc:source>2355-8520</dc:source>
	<dc:source>2338-4603</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://online-journal.unja.ac.id/JES/article/view/16759/16417</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2023 Dahmiri Dahmiri</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by/4.0</dc:rights>
</oai_dc:dc>