The Effect of System Quality, Information Quality and Service Quality Towards Customer Loyalty Using Mobile Banking Application

Abstract

Aims/ Objectives: This study aims to examine the effect of system quality, information quality and service quality on customer loyalty with satisfaction as a moderating variable for users of the mobile banking application of Bank BRI Jember Branch. Study Design: Quantitative Research Place and Duration of Study: This research was conducted between March 2021 to May 2021. The research location is Bank BRI Jember Branch. Methodology: The data in this study used a questionnaire distributed to customers of Bank BRI Jember Branch in the use of mobile banking applications. In this study, quota sampling technique was used to determine the number of samples taken, namely 390 customers of Bank BRI Jember Branch. Results: The system quality variable (X1) has a p value of 0.005 on customer loyalty through customer satisfaction, quality information (X2) has a p value of 0.003 on customer loyalty through customer satisfaction and the service quality variable (X3) has a p value of 0.405. Meanwhile, customer satisfaction (Y) has a p value of 0.127 on customer loyalty. Conclusion: This study rejects H1, H2 and H3 namely system quality (X1), information quality (X2) and service quality (X3) which directly have no effect on customer loyalty (Z) and accept H4 directly, customer satisfaction has a significant effect. significant to customer loyalty. While indirectly the quality of the system (X1) and the quality of information (X2) have a significant effect on customer loyalty (Z) through variables that affect customer satisfaction (Y) which means that it supports hypotheses H5 and H6. In contrast to service quality (X3) which has no significant effect on customer loyalty (Z) through customer satisfaction (Y).