E-Marketing Determinants of Bank Syariah Indonesia Mobile Banking Customer Loyalty (Study D.I. Yogyakarta)
DOI:
https://doi.org/10.14421/jies.2025.6.1.1-11Keywords:
e-service quality, E-Trust, E-Satisfaction, Electronic Word of Mouth, Customer LoyaltyAbstract
This study aims to examine the influence of e-trust, e-service quality, e-satisfaction, and electronic word of mouth
(e-WOM) on customer loyalty among users of Bank Syariah Indonesia’s mobile banking services in the Special
Region of Yogyakarta. Using a quantitative approach and multiple linear regression analysis on 110 respondents,
the results show that e-satisfaction and e-WOM have a positive and significant effect on customer loyalty,
whereas e-trust and e-service quality do not have a significant effect. Collectively, the four variables explain
54.9% of the variation in customer loyalty. These findings emphasize the critical role of satisfaction and digital
recommendations in sustaining user loyalty in mobile Islamic banking services.
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