The Role of Satisfaction in Mediating Trust, Religiosity, and Servive Quality on BSI Customer Loyalty
Abstract
This study aims to prove the influence of e-trust, e-religiosity , and e-service quality on e-loyalty. This type of research uses quantitative research. The population used is the people of Salatiga City who use BSI mobile banking . Sampling uses the Cochran formula. The number of samples used in this study is 100 respondents, data collection uses a questionnaire distributed online. This study uses the variables e-trust (X1), e-religiosity (X2), e-service quality (X3), e-loyalty (Y), and e-satisfaction (Z). This study uses multiple linear regression assisted by SPSS. The results of the study show that (X1) has a positive but insignificant influence on (Y), (X2) has a positive but insignificant influence on (Y), (X3) has a positive and significant influence on (Y), (Z) has a positive and significant influence on (Y), (Z) is able to mediate the influence of (X1) on (Y), (Z) is unable to mediate the influence of (X2) on (Y) and (Z) is able to mediate the influence of (X3) on (Y).
References
Ahmad, M., Siswadhi , F., & Sarmigi , E. (2022). The Influence Quality Service , Faith , and Religiosity To Satisfaction and Loyalty Customers of PT. Bank Nagari. JBEE: Journal of Business Economics and Entrepreneurship , 4 (1), 49–62.
Alfarobi , ML, & Widodo, T. (2023). The Influence of E-Trust, E-Service Quality on E-Loyalty Through E-Satisfaction as Intervening Variables on Users Application Tokopedia In Bandung City. Journal Management , 10 (2), 840.
Anam , MS, Nadila , DL, Anindita , TA, & Rosia, R. (2020). Influence Quality Product , Price and Brand Image on Purchasing Decisions Citra Jesya Brand Hand and Body Lotion Products ( Journal) Economics & Sharia Economics ) , 4 (1), 120–136. https://doi.org/10.36778/jesya.v4i1.277
APRILLIA, B. (2023). The Influence of E-Service Quality, E-Satisfaction, and E-Trust on User E-Loyalty Sharia Mobile Banking Services .
Arimbi , F. (2023). The Influence Quality Services , Convenience and Religiosity To Loyalty Customer In Use Bsi Mobile With Satisfaction As Intervening Variables ( Study . 1–23.
Azizah , SS (2022). The Influence of Brand Image, Service Quality, and Religiosity To Satisfaction and Loyalty Customers of Indonesian Sharia Banks Post- Merger ( Study on Customers) BSI Savings Users KCP Lumajang ). In UIN KH Achmad Siddiq Jember (Vol. 3, Issue 1).
Bawono , A. (2006). Multivariate analysis with SPSS . STAIN Salatiga Press, 2006.
Berliana , M., & Zulestiana , DA (2020). The Influence of E-Service Quality on Customer Satisfaction and Loyalty of Users Gopay in Indonesia . 4 (2), 223–229.
Dhiajeng Aroma Gunawan , Yuni Istanto , TK (2023). Muhammadiyah Journal of Management Business . 4 (2), 9–16.
Elisa Hidayah , F., & Suryadi , N. (ND). The Influence of E-Service Quality on E-Loyalty Through E-Satisfaction on Tokopedia E-Commerce Users . 1–17.
Fathan Aziz , Y. (2020). No Title .
Fatimah, S. (2024). Reslaj : Religion Education Social Laa Roiba Journal The Influence of Service Quality, E-Trust and Digital Transformation Reslaj : Religion Education Social Laa Roiba Journal . 6 , 378–381. https://doi.org/10.47476/reslaj.v6i1.3952
Firdha , S., Putri, A., & Marlena, N. (2021). The influence of e-service quality and e-trust on satisfaction Consumers . Economic Forum , 23 (3), 463–474.
Haetami , A., & Widodo, T. (2021). The Effect of E-Service Quality on Customer Satisfaction and Customer Loyalty in Applications Bni Mobile Banking The Effect Of E-Service Quality On Customer Satisfaction, And Customer Loyalty In Applications. E-Proceedings of Management , 8 (6), 7825–7833.
Kartono , RA, & Halilah , I. (2018). The Influence of E-Trust on E-Loyalty ( Study on Sellers at Bukalapak ). Polban IRWNS , 1 (1), 1204–1213.
Khoirul , M. (2022). Jamasy : Jamasy : 2 (2020), 1–16.
Maftachul Ningrum . (2022). Influence Quality Service , Accountability, and Religiosity To Loyalty Muzakki With Trust As Intervening Variables in Zakat Collection Institutions in Magelang City . Journal Economy Business and Accounting , 2 (2), 12–20. https://doi.org/10.55606/jebaku.v2i2.120
Melawati, A., Welsa , H., & Maharani, BD (2023). The Influence of E-Service Quality and E-Trust on E-Loyalty with E-Satisfaction as a Intervening Variables in Application Shopee Online Shopping : Reslaj : Religion Education Social Laa Roiba Journal , 5 (6), 3015–3033. https://doi.org/10.47467/reslaj.v5i6.2716
Nabilla, I. (2022). The Influence of E-Service Quality and E-Trust on E- ( A Study on Purchasing Tickets on the Traveloka Site ) Introduction The Internet Develops Slowly Start Shifting Culture Purchase Ticket . 11 (3), 399–410.
Parasuraman, A. (2005). ES-QUAL: A Multiple-Item Scale For Assessing Electronic Service Quality . 7 (3). https://Doi.Org/Https://Doi.Org/10.1177/1094670504271156
Pawestri , PD (2022). No Title .
Pontoh , Z., & Farid, M. (2015). The Relationship Between Religiosity and Support Social with Happiness Perpetrator Religious Conversion . Persona:Journal Indonesian Psychology , 4 (1), 100–110. https://doi.org/10.30996/persona.v4i1.495
Purwati , M., Pradhanawati , A., & Hidayat , W. (2022). The Influence of E-Service Quality on E-Loyalty with E-Satisfaction as a Intervening Variables ( Study on Bukalapak E-Commerce Users ). Journal Knowledge Administration Business , 11 (2), 310–320. https://doi.org/10.14710/jiab.2022.34754
Rahman, M., Muhalling , R., Elfinasari , & Hakim, MR (2022). The Influence of Service Quality, Brand Image, and Religiosity To Loyalty Customers of BSI Bank, Kendari Branch . Journal of Aswaja and Islamic Economics , 01 (02), 75–83.
Ribbink , D., Van Riel, A.C., Liljander , V. (2004). Quality, Trust and Loyalty on the Internet. Managing Service Quality . https://doi.org/https://doi.org/10.1108/09604520410569784
Risal , T. (2019). The Influence Quality Service To Loyalty Customer With Satisfaction As Intervening Variables in BMT Sharia Village . JMB ( Journal) Management and Business ) , 1 (1).
Risal , T., Mirawati , M., & Prabudi , R. (2020). The Influence of Customer Satisfaction and Religiosity as Variables Moderation On The Use of Islamic Branding on Purchase Intention. Jesya ( Journal) Economics & Sharia Economics ) , 4 (1), 387–398. https://doi.org/10.36778/jesya.v4i1.337
Rizfa , NA (2022). Journal economy Sharia Journal Islamic Economics , 7 (September), 117–135.
Robbins, J. H. (1964). Tissue culture studies of the human lymphocyte. Science , 146 (3652), 1648–1655. https://doi.org/10.1126/science.146.3652.1648
Rodoni , A., & Amalia, E. (2021). Influence quality service sharia based on artificial intelligence and religiosity to loyalty customer banking Sharia in Indonesia . In Repository.Uinjkt.Ac.Id .
Rufina Pramuditha , Syarifah Hudayah , & Herning Indriastuti . (2021). The Influence of Service Quality, E-Trust on Consumer E-Satisfaction and E-Loyalty . Sketch Business , 8 (2), 123–134. https://doi.org/10.35891/jsb.v8i2.2632
Saragih , MG (2019). The Influence of E-Service Quality on E-Loyalty Through E-Satisfaction ( Study on Customers) Shopee Online Store in Medan City) . 3 (1), 190–195.
Shoufil Fadilah , Ronny Malavia Mardani , RM Ningtyas . (2019). Analysis The Influence of Transaction Security, E-Service Quality, and E-Trust on Customer Loyalty of BRImo Mobile Banking Users . 12 (02), 221–232.
Alfarobi , ML, & Widodo, T. (2023). The Influence of E-Trust, E-Service Quality on E-Loyalty Through E-Satisfaction as Intervening Variables on Users Application Tokopedia In Bandung City. Journal Management , 10 (2), 840.
Anam , MS, Nadila , DL, Anindita , TA, & Rosia, R. (2020). Influence Quality Product , Price and Brand Image on Purchasing Decisions Citra Jesya Brand Hand and Body Lotion Products ( Journal) Economics & Sharia Economics ) , 4 (1), 120–136. https://doi.org/10.36778/jesya.v4i1.277
APRILLIA, B. (2023). The Influence of E-Service Quality, E-Satisfaction, and E-Trust on User E-Loyalty Sharia Mobile Banking Services .
Arimbi , F. (2023). The Influence Quality Services , Convenience and Religiosity To Loyalty Customer In Use Bsi Mobile With Satisfaction As Intervening Variables ( Study . 1–23.
Azizah , SS (2022). The Influence of Brand Image, Service Quality, and Religiosity To Satisfaction and Loyalty Customers of Indonesian Sharia Banks Post- Merger ( Study on Customers) BSI Savings Users KCP Lumajang ). In UIN KH Achmad Siddiq Jember (Vol. 3, Issue 1).
Bawono , A. (2006). Multivariate analysis with SPSS . STAIN Salatiga Press, 2006.
Berliana , M., & Zulestiana , DA (2020). The Influence of E-Service Quality on Customer Satisfaction and Loyalty of Users Gopay in Indonesia . 4 (2), 223–229.
Dhiajeng Aroma Gunawan , Yuni Istanto , TK (2023). Muhammadiyah Journal of Management Business . 4 (2), 9–16.
Elisa Hidayah , F., & Suryadi , N. (ND). The Influence of E-Service Quality on E-Loyalty Through E-Satisfaction on Tokopedia E-Commerce Users . 1–17.
Fathan Aziz , Y. (2020). No Title .
Fatimah, S. (2024). Reslaj : Religion Education Social Laa Roiba Journal The Influence of Service Quality, E-Trust and Digital Transformation Reslaj : Religion Education Social Laa Roiba Journal . 6 , 378–381. https://doi.org/10.47476/reslaj.v6i1.3952
Firdha , S., Putri, A., & Marlena, N. (2021). The influence of e-service quality and e-trust on satisfaction Consumers . Economic Forum , 23 (3), 463–474.
Haetami , A., & Widodo, T. (2021). The Effect of E-Service Quality on Customer Satisfaction and Customer Loyalty in Applications Bni Mobile Banking The Effect Of E-Service Quality On Customer Satisfaction, And Customer Loyalty In Applications. E-Proceedings of Management , 8 (6), 7825–7833.
Kartono , RA, & Halilah , I. (2018). The Influence of E-Trust on E-Loyalty ( Study on Sellers at Bukalapak ). Polban IRWNS , 1 (1), 1204–1213.
Khoirul , M. (2022). Jamasy : Jamasy : 2 (2020), 1–16.
Maftachul Ningrum . (2022). Influence Quality Service , Accountability, and Religiosity To Loyalty Muzakki With Trust As Intervening Variables in Zakat Collection Institutions in Magelang City . Journal Economy Business and Accounting , 2 (2), 12–20. https://doi.org/10.55606/jebaku.v2i2.120
Melawati, A., Welsa , H., & Maharani, BD (2023). The Influence of E-Service Quality and E-Trust on E-Loyalty with E-Satisfaction as a Intervening Variables in Application Shopee Online Shopping : Reslaj : Religion Education Social Laa Roiba Journal , 5 (6), 3015–3033. https://doi.org/10.47467/reslaj.v5i6.2716
Nabilla, I. (2022). The Influence of E-Service Quality and E-Trust on E- ( A Study on Purchasing Tickets on the Traveloka Site ) Introduction The Internet Develops Slowly Start Shifting Culture Purchase Ticket . 11 (3), 399–410.
Parasuraman, A. (2005). ES-QUAL: A Multiple-Item Scale For Assessing Electronic Service Quality . 7 (3). https://Doi.Org/Https://Doi.Org/10.1177/1094670504271156
Pawestri , PD (2022). No Title .
Pontoh , Z., & Farid, M. (2015). The Relationship Between Religiosity and Support Social with Happiness Perpetrator Religious Conversion . Persona:Journal Indonesian Psychology , 4 (1), 100–110. https://doi.org/10.30996/persona.v4i1.495
Purwati , M., Pradhanawati , A., & Hidayat , W. (2022). The Influence of E-Service Quality on E-Loyalty with E-Satisfaction as a Intervening Variables ( Study on Bukalapak E-Commerce Users ). Journal Knowledge Administration Business , 11 (2), 310–320. https://doi.org/10.14710/jiab.2022.34754
Rahman, M., Muhalling , R., Elfinasari , & Hakim, MR (2022). The Influence of Service Quality, Brand Image, and Religiosity To Loyalty Customers of BSI Bank, Kendari Branch . Journal of Aswaja and Islamic Economics , 01 (02), 75–83.
Ribbink , D., Van Riel, A.C., Liljander , V. (2004). Quality, Trust and Loyalty on the Internet. Managing Service Quality . https://doi.org/https://doi.org/10.1108/09604520410569784
Risal , T. (2019). The Influence Quality Service To Loyalty Customer With Satisfaction As Intervening Variables in BMT Sharia Village . JMB ( Journal) Management and Business ) , 1 (1).
Risal , T., Mirawati , M., & Prabudi , R. (2020). The Influence of Customer Satisfaction and Religiosity as Variables Moderation On The Use of Islamic Branding on Purchase Intention. Jesya ( Journal) Economics & Sharia Economics ) , 4 (1), 387–398. https://doi.org/10.36778/jesya.v4i1.337
Rizfa , NA (2022). Journal economy Sharia Journal Islamic Economics , 7 (September), 117–135.
Robbins, J. H. (1964). Tissue culture studies of the human lymphocyte. Science , 146 (3652), 1648–1655. https://doi.org/10.1126/science.146.3652.1648
Rodoni , A., & Amalia, E. (2021). Influence quality service sharia based on artificial intelligence and religiosity to loyalty customer banking Sharia in Indonesia . In Repository.Uinjkt.Ac.Id .
Rufina Pramuditha , Syarifah Hudayah , & Herning Indriastuti . (2021). The Influence of Service Quality, E-Trust on Consumer E-Satisfaction and E-Loyalty . Sketch Business , 8 (2), 123–134. https://doi.org/10.35891/jsb.v8i2.2632
Saragih , MG (2019). The Influence of E-Service Quality on E-Loyalty Through E-Satisfaction ( Study on Customers) Shopee Online Store in Medan City) . 3 (1), 190–195.
Shoufil Fadilah , Ronny Malavia Mardani , RM Ningtyas . (2019). Analysis The Influence of Transaction Security, E-Service Quality, and E-Trust on Customer Loyalty of BRImo Mobile Banking Users . 12 (02), 221–232.
Published
2025-12-01
How to Cite
Fadhilah, U., Rosia, R., & Mutiani, T. (2025). The Role of Satisfaction in Mediating Trust, Religiosity, and Servive Quality on BSI Customer Loyalty. Annual International Conference on Islamic Economics and Business (AICIEB), 5(-), 389-401. https://doi.org/https://doi.org/10.18326/aicieb.v5i-.828
Issue
Section
ARTICLES
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
