THE IMPACT OF USER EXPERIENCE AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN BCA MOBILE BANKING
DOI:
https://doi.org/10.31849/mrhhdz04Keywords:
User Experience, Customer Loyality, Customer Satisfaction, BCA Mobile, SEM-PLSAbstract
This research examines the relationship between user experience and its effect on customer satisfaction and loyalty in the context of BCA Mobile. The examination outlines the direct and indirect impacts of user experience on customer loyalty, with customer satisfaction serving as a crucial mediating factor. A quantitative research approach was utilized, collecting data from 161 qualified participants through a standardized questionnaire that used a 4-point Likert scale. The results demonstrate that user experience had a considerable impact on customer satisfaction and customer loyalty. Additionally, it was determined that customer satisfaction has a direct positive effect on loyalty and also plays a crucial mediating role between user experience and loyalty. These results emphasize the essential importance of improving customer satisfaction to boost customer loyalty. The findings indicate that enhancing user experience is a strategic method to boost customer engagement and retention amid the competitive environment of mobile banking services.
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[2] D. Luu Thi Thuy, U. N. Thi, Q. Vo Hanh, and N. Nguyen Thi My, “Enhancing satisfaction and word of mouth of young mobile banking users through system quality and individual performance,” Cogent Bus. Manag., vol. 11, no. 1, p., 2024, doi: 10.1080/23311975.2024.2338925.
[3] C. Jaride and A. Taqi, “Mobile banking adoption: A systematic review and direction for further research,” J. Theor. Appl. Inf. Technol., vol. 99, no. 16, pp. 3947–3958, 2021.
[4] A. Adhitya and H. M. R. Sembel, “The Impacts of Mobile Banking Technology Adoption on the Financial Performance and Stock Performance of Big Banks in Indonesia,” South East Asia J. Contemp. Business, Econ. Law, vol. 22, no. 1, p. 1, 2020.
[5] Ha. I. Younis, “Towards Understanding the Consumer Behavior of Mobile Banking Applications for Management Decision Makers,” Westcliff Int. J. Appl. Res., vol. 7, no. 1, pp. 86–92, 2023, doi: 10.47670/wuwijar202371hiy.
[6] D. M. Tangke, H. Musriha, and F. Huwae, “Analisis Penggunaan Layanan M-Banking Dalam Mendukung Transaksi Keuangan Pada Mahasiswa,” J. Ilm. Manaj. Ekon. Dan Akunt., vol. 1, no. 4, pp. 160–166, 2024.
[7] J. R. Situmorang, “Comparing mobile banking and internet banking in Indonesia based on technology acceptance mobile & security factor,” J. Ekon., vol. 13, no. 1, pp. 856–872, 2024, doi: 10.54209/ekonomi.v13i01.
[8] N. Dwiantika, “Nasabah Makin Getol Transaksi di Kanal Digital,” Kontan, 2024. https://insight.kontan.co.id/news/nasabah-makin-getol-transaksi-di-kanal-digital.
[9] Y. Y. Agasta, “Analysis of Perceived Usefulness, Perceived Convenience, and Perceived Trust on Customer Loyalty with Customer Satisfaction as a Mediating Variable Study on BCA Mobile,” Int. Conf. Econ. Business, Manag. Res., vol. 3, no. 2017, pp. 177–189, 2024.
[10] R. Nisaputra, “Konsisten jaga Kepuasan dan Loyalitas Nasabah, BCA Raih SLE Awards 2023,” infobanknews.com, 2023. https://infobanknews.com/konsisten-jaga-kepuasan-dan-loyalitas-nasabah-bca-raih-sle-awards-2023/.
[11] L. Kim, T. Jindabot, and S. F. Yeo, “Understanding customer loyalty in banking industry: A systematic review and meta analysis,” Heliyon, vol. 10, no. 17, p. e36619, 2024, doi: 10.1016/j.heliyon.2024.e36619.
[12] G. Mjaku, “Why is customer loyalty so important in the banking sector? - An overview !,” Int. J. Sci. Res. Publ., vol. 10, no. 9, pp. 807–810, 2020, doi: 10.29322/ijsrp.10.09.2020.p10596.
[13] S. P. Nasution and K. Adiwijaya, “The Influence Of User Experience And E-Service Quality On Customer Loyalty Through Customer Satisfaction Mediation (Study On Mobile Coffee Shop Applications In Indonesia),” EKOMBIS Rev. J. Ilm. Ekon. dan Bisnis, vol. 12, no. 3, pp. 3243–3258, 2024, doi: https://doi.org/10.37676/ekombis.v12i3.
[14] H. Adawiyah, A. Nova, and S. N. Best, “Exploring customer loyalty through user experience and customer satisfaction on Kopi Kenangan mobile app,” Liaison J. Best, vol. 2, no. 1, pp. 1–9, 2023, [Online]. Available: https://ojs.iuli.ac.id/index.php/best/article/view/61.
[15] N. Lelasari and I. Bernarto, “The Impact Of Customer Satisfaction On Customer Loyalty Of BCA Mobile Banking,” J. Manaj., vol. 27, no. 01, pp. 169–190, 2023.
[16] Lydia Lyvia Raudhina and Suzanna Lamria Siregar, “The Effect of Customer Experience, Trust and Satisfaction on Customer Loyalty: Empirical Study on Bca Mobile Banking Users,” Int. J. Manag. Econ., vol. 1, no. 2, pp. 49–53, 2022, doi: 10.56127/jaemb.v1i2.223.
[17] U. W. Saputra, “The role of user experience towards customer loyalty with mediating role of customer satisfaction at Shopee,” Rev. Manag. Accounting, Bus. Stud., vol. 2, no. 2, pp. 104–113, 2021, doi: 10.38043/revenue.v2i2.4050.
[18] M. Winardi, A. Muawwal, and Renny, “Redesign UI/UX Pada Aplikasi Bca Mobile Menggunakan Metode Lean UX,” KHARISMA Tech, vol. 19, no. 1, pp. 153–167, 2023, doi: 10.55645/kharismatech.v19i1.444.
[19] N. Wulandari, J. W. De Jager, and S. E. Mahry, “The Driving Factors of Digital Banking Intention and the Role of Customer Experience in Indonesia Banking Industry,” J. Adm. Bisnis, vol. 13, no. 1, pp. 10–18, 2024, doi: 10.14710/jab.v13i1.59623.
[20] N. Kock and P. Hadaya, “Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods,” Inf. Syst. J., vol. 28, no. 1, pp. 227–261, 2018, doi: 10.1111/isj.12131.
[21] F. Guo, “More Than Usability: The Four Elements of User Experience, Part I,” 2012. https://www.uxmatters.com/mt/archives/2012/04/more-than-usability-the-four-elements-of-user-experience-part-i.php (accessed Oct. 22, 2024).
[22] R. D. Munthe, K. C. Brata, and L. Fanani, “Analisis User Experience Aplikasi Mobile Facebook (Studi Kasus pada Mahasiswa Universitas Brawijaya),” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 2, no. 7, pp. 2679–2688, 2017, [Online]. Available: https://j-ptiik.ub.ac.id/index.php/j-ptiik/article/view/1672.
[23] J. F. Hair, C. M. Ringle, G. T. M. Hult, and M. Sarstedt, “A Primer on Partial Least Squares Structural Equation Modeling,” Long Range Plann., vol. 46, no. 1–2, pp. 184–185, 2013, doi: 10.1016/j.lrp.2013.01.002.
[24] J. F. Hair, G. T. M. Hult, C. M. Ringle, M. Sarstedt, and S. Ray, Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R, vol. 30, no. 1. 2021.
[25] K. I. Tjiptodjojo, K. Kurniawati, S. Setyawan, A. N. Saputri, P. S. Manajemen, and F. Bisnis, “Enrichment: Journal of Management The effect of user experience on customer loyalty mediated by customer satisfaction,” Enrich. J. Manag., vol. 12, no. 6, 2023.
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How to Cite
[1]
“THE IMPACT OF USER EXPERIENCE AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN BCA MOBILE BANKING ”, zn, vol. 7, no. 2, pp. 638–648, May 2025, doi: 10.31849/mrhhdz04.
