Melola Discovery

← Melola Discovery

Akses terbuka Jurnal

DEVELOPING MOBILE BANKING SERVICES TO ENHANCE BANKING COMPETITIVENESS

Journal of Business Studies and Management Review · Vol. 8 No. 2 (2025) · hlm. 231–238

DOI
10.22437/jbsmr.v8i2.43733
ISSN
2597-6265, 2597-369X
Terbit
2025-06-30
Penerbit
Management Department, Faculty of Economics and Business, Universitas Jambi
Bahasa
en
Lisensi
creativecommons.org/licenses/by/4.0

Abstrak

This study aims to analyze the impact of mobile banking service on customer satisfaction and loyalty at Bank Jambi. A quantitative research approach was employed, with data collected through questionnaires distributed to 88 respondents who utilize mobile banking services via Google Forms. Data analysis was conducted using the Partial Least Squares (PLS) technique, revealing that service quality positively and significantly influences customer satisfaction. The result shows that the higher the level of service quality provided, the greater the customer satisfaction experienced. Additionally, customer satisfaction significantly influences customer loyalty, as satisfied customers tend to exhibit higher loyalty and recommend the bank's products and services to others. This study also found that service quality positively affects customer loyalty through customer satisfaction as a mediating factor. These findings highlight the critical role of service quality in fostering customer satisfaction and loyalty. Consequently, this study contributes to the understanding of service quality and assists in enhancing the bank's competitiveness. Improving service quality will not only increase customer satisfaction but also strengthen loyalty.

Kata kunci

Jaringan kolaborasi para penulis

9 penulis · 13 tautan kepenulisan bersama

Arahkan kursor atau ketuk sebuah nama untuk menyorot rekan penulisnya. Klik dua kali untuk membuka halaman penulis.

  • Universitas Jambi
  • Organisasi berbeda
  • Organisasi sama
  • Afiliasi tidak diketahui
  • Garis lebih tebal = lebih banyak artikel bersama · lingkaran lebih besar = lebih banyak artikel
Tampilkan sebagai tabel
Rekan penulisOrganisasiArtikel bersama
Anisa AprilianiUniversitas Jambi1
Moh IhsanUniversitas Jambi1
Syahmardi YacobUniversitas Jambi1
MaharaniUniversitas Jambi1
Tona Aurora LubisUniversitas Jambi1
Muhammad HaekalUniversitas 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/jbsmr/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en">DEVELOPING MOBILE BANKING SERVICES TO ENHANCE BANKING COMPETITIVENESS</dc:title>
	<dc:creator xml:lang="en">Huda, Nazara Nurul</dc:creator>
	<dc:creator xml:lang="en">Johannes</dc:creator>
	<dc:creator xml:lang="en">Fitriaty</dc:creator>
	<dc:subject xml:lang="en">Service Quality</dc:subject>
	<dc:subject xml:lang="en">Customer Satisfaction</dc:subject>
	<dc:subject xml:lang="en">Customer Loyalty</dc:subject>
	<dc:subject xml:lang="en">Mobile Banking</dc:subject>
	<dc:description xml:lang="en">This study aims to analyze the impact of mobile banking service on customer satisfaction and loyalty at Bank Jambi. A quantitative research approach was employed, with data collected through questionnaires distributed to 88 respondents who utilize mobile banking services via Google Forms. Data analysis was conducted using the Partial Least Squares (PLS) technique, revealing that service quality positively and significantly influences customer satisfaction. The result shows that the higher the level of service quality provided, the greater the customer satisfaction experienced. Additionally, customer satisfaction significantly influences customer loyalty, as satisfied customers tend to exhibit higher loyalty and recommend the bank's products and services to others. This study also found that service quality positively affects customer loyalty through customer satisfaction as a mediating factor. These findings highlight the critical role of service quality in fostering customer satisfaction and loyalty. Consequently, &amp;nbsp;&amp;nbsp;this study contributes to the understanding of service quality and assists in enhancing the bank's competitiveness. Improving service quality will not only increase customer satisfaction but also strengthen loyalty.</dc:description>
	<dc:publisher xml:lang="en">Management Department, Faculty of Economics and Business, Universitas Jambi</dc:publisher>
	<dc:date>2025-06-30</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://online-journal.unja.ac.id/jbsmr/article/view/43733</dc:identifier>
	<dc:identifier>10.22437/jbsmr.v8i2.43733</dc:identifier>
	<dc:source xml:lang="en">Journal of Business Studies and Management Review; Vol. 8 No. 2 (2025): JBSMR, Vol 8 No.2 June 2025; 231-238</dc:source>
	<dc:source>2597-6265</dc:source>
	<dc:source>2597-369X</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://online-journal.unja.ac.id/jbsmr/article/view/43733/21934</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2025 Nazara Nurul Huda, Johannes, Fitriaty</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by/4.0</dc:rights>
</oai_dc:dc>