ANALISIS PENGARUH M-BANKING SERVICE QUALITY TERHADAP M-BANKING LOYALTY DIMEDIASI M-BANKING SATISFACTION (STUDI PADA NASABAH BANK SYARIAH GENERASI Z)

Abid Adly Noor Fauzy, NIM: 17108020085 (2023) ANALISIS PENGARUH M-BANKING SERVICE QUALITY TERHADAP M-BANKING LOYALTY DIMEDIASI M-BANKING SATISFACTION (STUDI PADA NASABAH BANK SYARIAH GENERASI Z). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to determine the relationship between Mobile Banking Service Quality (MBSQ), Mobile Banking Satisfaction (MBS) dan Mobile Banking Loyalty (MBL). Generation Z used to be the study object. The research data collected using questionnaire as the research instrument with likert scale 4 intervals as the measurement method. The research data analyze method using Partal Least Square-Structural Equation Model (PLS-SEM). The result of the study is MBSQ has a significant positive effect on MBL, MBS has a significant positive effect on MBL, and MBSQ is mediated by MBS which has a significant positive effect on MBL. This study implication is to make the Islamic Bank pay more attention for their mobile banking service quality to increase the mobile banking user satisfaction and loyalty.

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