The Effect of M-Banking Service Quality and Customer Perceived Value to Satisfaction and Loyalty of Bank XYZ Customers

This study aims to analyze: 1) the effect of market orientation on customer satisfaction. 2) the effect of service quality on customer satisfaction. 3) the effect of market orientation on customer loyalty. 4) the influence of service quality on customer loyalty. 5) the influence of customer satisfaction on customer loyalty. 6) effect of market orientation on customer loyalty through customer satisfaction. 7) service quality towards customer loyalty through customer satisfaction. The sample of this study are 170 respondent; data collection use online-survey. The analysis technique used is Structural Equation Modeling with AMOS. the results of this study show that: 1) market orientation has a positive and significant effect on customer satisfaction. 2) service quality has a positive significant effect on customer satisfaction. 3) market orientation has an insignificant effect on customer loyalty. 4) service quality has a positive-significant effect on customer loyalty. 5) customer satisfaction has a positive-significant effect on customer loyalty. 6) market orientation has a positive and significant effect on customer loyalty through customer satisfaction. 7) service quality affects loyalty through customer satisfaction. improve market orientation so that customer loyalty is acknowledged through customer satisfaction. Further, improve market orientation through customer satisfaction to provide increased fidelity to customers.

This study uses a novel theoretical approach that combines two multidimensional service quality models that focus on customer satisfaction, perceived value, and customer loyalty as outcomes of service quality in the context of mobile banking. Additionally, the study assesses the potential moderating effects of switching costs between mobile banking service quality and customer loyalty. The study found a strong direct effect between service quality, perceived value, customer satisfaction, and loyalty. The moderating effect of switching costs was found to be inconsequential to customer loyalty. The study demonstrates that financial institutions should focus on building and maintaining functional, secure mobile banking applications to enhance customer loyalty and retention.

This study aims to analyze the effect of service quality, product quality, price, promotion, and location on CV Restu's customer satisfaction and loyalty. This research is quantitative research by distributing questionnaires to respondents. The population in this study is CV Restu's customers whose numbers cannot be known with certainty. The sample selection method in this study used the incidental sampling method. Determination of the number of samples in the study using the formula Roscoe theory so that the sample in this study amounted to 70 respondents. Data analysis using Structural Equation Modeling (SEM) using SmartPLS 3.0. application. The results of this study indicate that service quality has no significant effect on customer satisfaction, product quality has no significant effect on customer satisfaction, the price has no significant effect on customer satisfaction, the promotion has no significant effect on customer satisfaction, location has no significant effect on customer satisfaction, service quality has no effect significant effect on customer loyalty, product quality has no significant effect on customer loyalty, the price has a significant effect on customer loyalty, the promotion has no significant effect on customer loyalty, location has no significant effect on customer loyalty and customer satisfaction has no significant effect on customer loyalty.

These points of research to analyze the effect of e-service quality and e-trust on customer satisfaction and loyalty of internet banking users. The population in this research was Bank of Kaltimtara customers who had used internet banking services. The sampling technique in this study used a non-probability sampling technique with the accidental sampling method with a total sample of 105 respondents. We performed data analysis using PLS (Partial Least Square) software. The results show that: 1) e-service quality has a positive and significant effect on customer satisfaction, 2) e-service quality has an insignificant effect on customer loyalty, 3) e-trust has a positive and significant effect on customer satisfaction, 4) e-trust has an insignificant effect on customer loyalty, 5) customer satisfaction has a positive and significant effect on customer loyalty, 6) e-service quality has a positive and significant effect on customer loyalty through customer satisfaction, and 7) e-trust has a positive and significant effect on customer loyalty through customer satisfaction. The limitations of research on the use of internet banking, comparisons can be made with other regional banks in Indonesia.

This research purposes aims to analyze the effect of the marketing mix (product, price, promotion, place, employee, process and physical evidence) on customer satisfaction, the effect of service quality on customer satisfaction, the effect of trust on customer satisfaction, the effect of the marketing mix on customer loyalty, the influence of quality. service to customer loyalty, the effect of trust on customer loyalty and the effect of satisfaction on customer loyalty at PT. Great Indonesian Milagros. Test and analyze the effect of the marketing mix on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. Test and analyze the effect of service quality on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. Test and analyze the influence of trust on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. To achieve this research, questionnaires were distributed and documents were collected using descriptive statistical analysis methods, SEM analysis. The total population is all customers who have registered in 2015–2019, amounting to 558 subscribers. The numbers of samples in this study were 233 customers. The results of this study found that the marketing mix and service quality have a positive and significant effect on customer satisfaction, trust has a negative and insignificant effect on customer satisfaction. The marketing mix, service quality, and Trust have a positive and significant effect on customer loyalty. Marketing mix and service quality have a positive and significant effect on customer loyalty through customer satisfaction. Trust has a negative and insignificant effect on customer loyalty through customer satisfaction Keywords: Marketing Mix, Service Quality, Trust, Customer Satisfaction, Customer Loyalty.

Various studies have tested customer satisfaction factors in mobile banking services that have a direct influence on loyalty. The main objective of this study is to determine customer satisfaction factors in Mobile Banking Service Quality (MBSQ) services that have a direct and indirect influence on customer loyalty. This study uses a quantitative method approach, the research type design uses descriptive and verification, in testing the research model using the Structural Equation Model Partial Least Square (SEM-PLS) approach. The results of the study show that expense, security, responsiveness, relative advantage, and convenience factors have a direct effect on customer satisfaction, the findings of this study confirm that costs have an indirect effect on customer loyalty through customer satisfaction. Customer satisfaction becomes a process or helps transmit service quality to loyalty in the banking industry. The benefits of this research provide benefits both theoretically and in managerial practice, this research can enrich knowledge related to digital-based banking service marketing strategies, so that it has an impact on customer satisfaction and loyalty, and can increase sustainable competitiveness for the company.

This study aims to determine the determinant of customer satisfaction and loyalty implications for users of mobile banking. This study used Structural Equation Modeling (SEM) to test the hypotheses of the study and use the software AMOS 5.0 and SPSS 20.0. The population in this study are the mobile banking users in seven banks in Palembang City; Bank Mandiri, Bank BNI, Bank BRI, Bank Danamon, BCA, and Bank Permata. The research sample consist of 250 respondents to the provisions of the election to the mobile banking users. The results showed that the service quality, perceived value, trust and customer satisfaction has a strong effect on customer loyalty. Service quality have significant effect on consumer satisfaction. Perceived of value have significant effect on customer satisfaction. Trust have significant effect on consumer satisfaction. Service quality have significant effect on customer loyalty. Trust have significant effect on customer loyalty. Customer satisfaction have significant effect on customer loyalty. Banks should build strong relationships with customers and provide better service quality to reduce the behavior of customers to switch to another bank service.

In the hyper competitive and low entry barrier in beauty industry, customer loyalty is critical factor for gaining success for the company. The customer loyalty and satisfaction are key of success factor for strengthen bussiness performance. By creating and preserving customer loyalty, business entities can develop a long term relationship with the customers. The purpose of the research is to know further the determinant of customer satisfaction and loyalty from service quality and product quality. This study is designed by qualitative research by using theoretical review based and supporting by previously research. The basic concepts underlyed this theoretical review are dimensions of service quality, product quality, customer satisfaction, and customer loyalty. By critical review and classifying the result of previous research, this research found some propositions: (1) Service quality have significant effect on customer satisfaction (2) Product quality have significant effect on customer satisfaction (3) Service quality have significant effect on customer loyalty (4) Product quality have significant effect on customer loyalty (5) customer satisfaction have significant effect on customer loyalty.

Islamic (Sharia) banks are financial institutions that follow Islamic principles and moral values. The Indonesian people, mostly Muslims, have increased the potential for Islamic banking in Indonesia. Complaint handling and good service quality, as well as meeting customer expectations, will undoubtedly have an impact on customer satisfaction, including those who save or use other bank products. Long-term customer loyalty is automatically affected by satisfied customers. Hence, it has encouraged many banks, particularly Islamic banks, to be more effective and efficient in their business operations, including maintaining customer satisfaction and loyalty, because their survival is heavily dependent on customer satisfaction and loyalty. This study aimed to analyze the impact of Complaint Handling and Service Quality on Customer Satisfaction and Customer Loyalty at the Pontianak Branch of Bank Kalbar Syariah. Respondents included 201 people selected using a purposive sampling technique. Research data were collected by administering questionnaires. Data analysis was conducted employing Structural Equation Modeling (SEM) via AMOS 26 software. The findings revealed that: 1) Complaint Handling and Service Quality had a positive and significant impact on Customer Satisfaction, 2) Complaint Handling and Service Quality had a positive and significant impact on Customer Loyalty, 3) Customer Satisfaction had a positive and significant impact on Customer Loyalty, and 4) Customer Satisfaction mediated the impact of Complaint Handling and Service Quality on Customer Loyalty.

This research investigates how mobile banking (MB) service quality dimensions (interface design, system quality via security assurance) and perceived relative advantage influence customer loyalty, with customer satisfaction playing a crucial mediating role. Drawing on an integrated theoretical framework, data from an online survey of 330 Gen Z and Millennial MB users in Hanoi were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Our findings revealed that interface design and security assurance positively influence overall MB service quality; system quality positively impacts security assurance. Furthermore, service quality significantly enhances customer satisfaction, which, alongside system quality and relative advantage, directly and positively drives customer loyalty. This study offers a comprehensive framework for understanding post-adoption MB loyalty among young consumers in an emerging market, providing actionable insights for banks to refine their MB strategies, enhance user satisfaction, and cultivate lasting customer relationships.

Purpose: This study investigates the impact of Service Quality on Customer Satisfaction and Loyalty in the e-commerce sector, emphasizing the mediating role of Customer Satisfaction. The research hypothesizes that improvements in Service Quality positively affect both Customer Satisfaction and Loyalty and that Customer Satisfaction mediates the relationship between Service Quality and Customer Loyalty. Research Design and Methodology: A quantitative research design was employed using Structural Equation Modeling (SEM) to examine the relationships among Service Quality, Customer Satisfaction, and Customer Loyalty. The sample consisted of 120 customers from CV Cipta Buana Irian, a printing company in the e-commerce sector, selected through accidental sampling. Data were collected via questionnaires and analyzed to test the proposed hypotheses, ensuring validity and reliability through statistical tests. Findings and Discussion: The results demonstrate that Service Quality significantly influences Customer Satisfaction and Loyalty. Moreover, Customer Satisfaction mediates the effect of Service Quality on Customer Loyalty, indicating that high Service Quality enhances Customer Satisfaction, which boosts Customer Loyalty. These findings align with previous research, highlighting the importance of Service Quality and Customer Satisfaction in fostering Customer Loyalty in e-commerce settings. Implications: The findings suggest practical and theoretical implications for e-commerce businesses focused on improving customer satisfaction and loyalty. Future research should explore diverse sectors and methodologies, such as longitudinal studies, to understand these dynamics better and consider the role of digital engagement strategies in e-commerce.

This study aims to determine the effect of service quality, taste and price perceptions on customer loyalty through consumer satisfaction as a mediating variable. The population in this study were 100 populations of Mas Be geprek chicken customers. The sample in this study were 62 respondents with the purposive sampling technique used. The method used is the Quantitative Descriptive research method with data collection techniques in this study using a questionnaire in the form of a Google Form and distributed online via WhatsApp social media. The data analysis technique in this study is to use the SmartPLS SEM analysis method, with the media in data processing using the SmartPLS 3 program. The results of this study explain that Service Quality has no significant positive effect on Customer Satisfaction; Taste has a positive and significant effect on Customer Satisfaction; Price has a positive and significant effect on Customer Satisfaction; Service Quality has no significant positive effect on Customer Loyalty; Taste has a positive and significant effect on Customer Loyalty; Price has no significant positive effect on Customer Loyalty; And Customer Satisfaction as a mediation of Service Quality, Taste and Price has a positive effect on Customer Loyalty. Service Quality has no significant positive effect on Customer Loyalty; Taste has a positive and significant effect on Customer Loyalty; Price has no significant positive effect on Customer Loyalty; And Customer Satisfaction as a mediation of Service Quality, Taste and Price has a positive effect on Customer Loyalty. Service Quality has no significant positive effect on Customer Loyalty; Taste has a positive and significant effect on Customer Loyalty; Price has no significant positive effect on Customer Loyalty; And Customer Satisfaction as a mediation of Service Quality, Taste and Price has a positive effect on Customer Loyalty.

MARKETING MIX, CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF TELECOM SECTOR IN BHUTAN

Customer satisfaction & service quality are two critical principles that firms must grasp if they are to expand and remain competitive in the business world. It is critical for businesses to be able to measure these constructs from the perspective of their consumers in order to better understand and meet those customers' requirements. It is widely accepted that service quality is vital to any modern business since it increases customer satisfaction, profitability, reduces costs, and improves customer loyalty and retention. The main purpose of the research paper is to assess the service quality and its impact on customer satisfaction. Service quality of private Banks is measured by the five dimensions of SERVPERF model i.e. reliability, tangibility, assurance and responsiveness .Both primary and secondary data were used to achieve the aim of the study. The secondary data collected through the Annual reports, past facts and figures provided through internet and journals of respective sample study organization. Thus, the purpose of this article is to examine the relationship between customer satisfaction and service quality. The finding of the research proves that customer satisfaction increases by offering high quality service Factor analysis and SEM were used to examine the data gathered from 141 customers in Jammu city. The result of the study proves that apart from reliability all other three variables (tangibility, responsiveness and assurance) plays a vital role in determining the customer satisfaction level. References Al-Slehat, Z. A. F. (2021). Determining the Effect of Banking Service Quality on Customer loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the               Jordanian Commercial Banking Sector. International Business Research, 14(4), 1-58. Anderson, E., & Weitz, B. (1989). 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This study aims to determine the effect of Product Quality and Service Quality on Customer Satisfaction and Loyalty at the Tirta Jasa Regional Drinking Water Company (PDAM), Lampung Selatanar. The sample used is 220 (10 times the number of research indicators there are 22), the data analysis used is path analysis SEM (Structural Equation Modeling) model processed with the Amos version 22 program.The results of this study found that:
 
 Directly, product quality has a positive and significant effect on customer satisfaction and also on customer loyalty.
 Directly, service quality has a positive and significant effect on customer satisfaction and also on customer loyalty.
 Directly and indirectly, product quality has a positive and significant effect on customer loyalty.
 Directly and indirectly service quality has a positive and significant effect on customer loyalty.
 Customer satisfaction has a positive and significant direct effect on customer loyalty.