| Issue |
SHS Web Conf.
Volume 217, 2025
1st UNSIQ International Symposium on Economics and Business “SMEs’ Competitive Advantage: Digital Technology and Internationalization” (UISEB 2024)
|
|
|---|---|---|
| Article Number | 01001 | |
| Number of page(s) | 12 | |
| Section | Accounting and Financial Management in the Digital Era | |
| DOI | https://doi.org/10.1051/shsconf/202521701001 | |
| Published online | 26 May 2025 | |
Customer Loyalty Bank Syariah Indonesia (BSI) in The Digital Age
1, 4, 5, 6, 7 Universitas Islam Negeri K.H. Abdurrahman Wahid Pekalongan, Ekonomi Syariah Department, 51161 Central Java, Indonesia
2 Universitas Islam Negeri K.H. Abdurrahman Wahid Pekalongan, Syariah Department, 51161 Central Java, Indonesia
3 Bukidnon State University, Philippines
* Corresponding author: mansurchadimursid@uingusdur.ac.id
The purpose of this article is to analyze consumer loyalty conveyed by customer satisfaction with digital marketing, product quality, and digital service at Bank Syariah Indonesia (BSI) as exogenous variables. We collected 100 customers as respondents using simple random sampling. Data analysis of structural equation models using Smart PLS. The results show that digital marketing and product quality positively affects to customer loyalty. Digital service negatively affects to customer loyalty. Digital marketing and product quality positively impact customer satisfaction. Digital service negatively affects to customer satisfaction. Customer satisfaction negatively mediated toward digital marketing and product quality, but positively mediated toward digital service. The novelty of this study lies in the mediating role of consumer dissatisfaction in the relationship between digital services and marketing towards loyalty. Digital systems readiness in this case is crucial. Future research needs to analyze the impact of organizational customers leaving BSI as is currently happening.
Key words: Customer loyalty / customer satisfaction / digital marketing / digital service / product quality
© The Authors, published by EDP Sciences, 2025
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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