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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) · pp. 175–186

DOI
10.22437/ppd.v11i2.16759
ISSN
2355-8520, 2338-4603
Published
2023-06-30
Publisher
Program Magister Ilmu Ekonomi Pascasarjana Universitas Jambi
Language
en
License
creativecommons.org/licenses/by/4.0

Abstract

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.

Keywords

Collaboration network of the authors

40 authors · 135 co-authorship links · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Universitas Gadjah Mada
  • Hasanuddin University
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Sigit IndrawijayaAffiliation unknown9
Husni HasbullahAffiliation unknown7
Dwi KurniawanAffiliation unknown5
Novita SariAffiliation unknown5
Sry RositaAffiliation unknown4
Ade OctaviaAffiliation unknown3
Rizky Azika RamadhanAffiliation unknown3
Auliza OktariAffiliation unknown3
Johannes JohannesAffiliation unknown3
Yayuk SriayudhaAffiliation unknown2
Ade TitinifitaAffiliation unknown2
Erida EridaAffiliation unknown2
Fitri WidiastutiAffiliation unknown2
Indra JayaAffiliation unknown2
Yuliusman YuliusmanAffiliation unknown2
Dedy SetiawanAffiliation unknown2
Zulfina AdrianiAffiliation unknown2
Agus SolikhinAffiliation unknown2
Wahyu Juari SetiawanAffiliation unknown1
Idham KhalidAffiliation unknown1
Idham Khalik Idham KhalikAffiliation unknown1
Husni Hasbullah Husni HasbullahAffiliation unknown1
Rohman WillianAffiliation unknown1
Panggita WijayaAffiliation unknown1
Zamzami ZamzamiAffiliation unknown1
Helen ParkhurstAffiliation unknown1
Kasirul FadliAffiliation unknown1
Musyayaddah MusyayaddahAffiliation unknown1
Arsyadt ArsyadtAffiliation unknown1
Muhammad AminUniversitas Halu Oleo1
Johanes SimatupangAffiliation unknown1
Pradita Eko Prasetyo UtomoUniversitas Gadjah Mada1
Lucky Enggraini FitriAffiliation unknown1
RTS. RatnawatiAffiliation unknown1
Sumarni SumarniHasanuddin University1
Lucky Enggrani FitriAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://online-journal.unja.ac.id/index.php/JES/oai, first harvested 6 Nov 2026, last seen 8 Nov 2026.
Original metadata (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>