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E-Marketing Determinants of Bank Syariah Indonesia Mobile Banking Customer Loyalty (Study D.I. Yogyakarta)

Year: 2025

Type: article

Abstract: 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.

Source: Journal of Islamic Economic Scholar

DOI: 10.14421/jies.2025.6.1.1-11

Authors: Hamidah Hamidah, Rifaatul Indana

Institution: Sunan Kalijaga State Islamic University Yogyakarta

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4415213429

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