Main Article Content
Abstract
Purpose – This study aims to measure and analyze the mediating role of e-satisfaction on the effect of e-service quality on e-loyalty of the customers of Bank Syariah Indonesia (BSI) in Banda Aceh, Indonesia.
Methodology – This study gathered the primary data by distributing questionnaires to a number of 200 BSI customers that were selected as the respondents of the study using a purposive sampling technique. A Structural Equation Modelling (SEM) technique is used to test the four proposed hypotheses.
Findings – The study recorded that e-service quality has positively affected the e-satisfaction and e-loyalty of the BSI customers, respectively. E-satisfaction enjoyed by banking customers has enhanced their e-loyalty. In addition, the study documented that e-satisfaction has a partial mediating effect on the relationship between e-service quality and the BSI customers’ e-loyalty.
Implications – The findings of the study suggest that to promote the customers’ e-loyalty, the BSI management should focus on improving customers’ e-satisfaction by strengthening e-service quality.
Originality – This study explored the mediating role of e-satisfaction on the effect of e-service quality on e-loyalty, focusing on the users of e-banking facilities of the largest Islamic banking institution in Indonesia. Therefore, this study provides significant guidelines for the Islamic banks in maintaining and enhancing e-loyalty of customers through improving their customer satisfaction by providing a high quality of services digitally nationwide.
Keywords
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
- Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280-306. https://doi.org/10.1108/IJBM-10-2014-0139
- Ansari, A., & Riasi, A. (2016). Modelling and evaluating customer loyalty using neural networks: Evidence from startup insurance companies. Future Business Journal, 2, 15-30. https://doi.org/10.1016/j.fbj.2016.04.001
- Ariff, M. S. M., Yun, L. O., Zakuan, N., & Ismail, K. (2013). The impacts of service quality and customer satisfaction on customer loyalty in internet banking. Procedia – Social and Behavioral Sciences, 81, 469-473. DOI: 10.1016/j.sbspro.2013.06.462
- Asfour, H. K., & Haddad, S. I. (2014). The Impact of mobile banking on enhancing customers' e-satisfaction: An empirical study on commercial banks in Jordan. International Business Research, 7(10), 145-154. http://dx.doi.org/10.5539/ibr.v7n10p145
- Ati, A., Majid, M. S. A., Azis, N., & Hamid, A. (2020). Mediating the effects of customer satisfaction and bank reputation on the relationship between services quality and loyalty of Islamic banking customers. Malaysian Journal of Consumer and Family Economics, 25, 28-61.
- Bagozzi, R.P. (1992). The self-regulation of attitudes, intentions, and behavior. Social Psychology Quarterly, 55(2), 178–204. https://doi.org/10.2307/2786945
- Bagozzi, R.P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 33(4), 213–224. https://doi.org/10.1007/BF02723327
- Baron, R.M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182. DOI:10.1037/0022-3514.51.6.1173
- BSI. (2021). Tentang Kami: Informasi Lengkap tentang Bank Syariah Indonesia. Retrieved February 10, 2022, from https://www.bankbsi.co.id/company-information/tentang-kami.
- BSI. (2022). Laporan Keuangan Tahun 2022 Kuartal 3. Jakarta: PT. Bank Syariah Indonesia, Tbk. Available at: https://ir.bankbsi.co.id/misc/Laporan-Keuangan/Tahun-Laporan-2022/Q3-2022.pdf
- Budiman, A., Yulianto, E., & Saifi, M. (2020). Pengaruh e-service quality terhadap e-satisfaction dan e-loyalty nasabah pengguna Mandiri online. Profit: Jurnal Administrasi Bisnis, 14(1), 1-11. https://doi.org/10.21776/ub.profit.2020.014.01.1
- Butt, M., & Aftab, A. (2013). Incorporating attitude towards halal banking in an integrated service quality, satisfaction, and trust and loyalty model of online Islamic banking. International Journal of Bank Marketing, 31(1), 6-23. https://doi.org/10.1108/02652321311292029
- Cahyani, P. D. (2016). Tingkat kepuasan nasabah terhadap kualitas layanan perbankan syariah di Yogyakarta. Jurnal Bisnis dan Manajemen, 6(2), 151-162. DOI: 10.15408/ess.v6i2.3570
- Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423-443. http://dx.doi.org/10.1080/14783360902781923
- El-Adly, M.I. (2018). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322-332. https://doi.org/10.1016/j.jretconser.2018.07.007
- Fatikah, B.H., & Albanna, H. (2022). The influence of E-SERVQUAL and e-trust on e-loyalty: the role of e-satisfaction as an intervening on Islamic mobile banking customer. Journal of Business Management and Islamic Banking, 1(1), 119-130. https://doi.org/10.14421/jbmib.2022.011-08
- Fianto, B. A., Rahmawati, C. K., & Supriani, I. (2021). Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks. Jurnal Ekonomi dan Keuangan Islam, 7(1), 59-76. https://doi.org/10.20885/jeki.vol7.iss1.art5
- Hair, J. F., Matthews, L. M., Matthews, R. M., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: Updated guidelines on which method use. International Journal of Multivariate Data Analysis, 1(2), 107-123.
- Haq, I. U., & Awan, T. M. (2020). Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction. Vilakshan-XIMB Journal of Management, 17(1/2), 39-55. https://doi.org/10.1108/XJM-07-2020-0039
- Harianto, D., & Subagio, H. (2013). Analisa pengaruh kualitas pelayanan, brand image, dan atmosfer terhadap loyalitas konsumen dengan kepuasan konsumen sebagai variabel intervening konsumen Kedai Deja-vu Surabaya. Jurnal Manajemen Pemasaran, 1(1), 1-8.
- Herianto. (2021). 1,2 Juta Rekening Nasabah di Aceh Diimigrasi ke BSI, Sudah Tuntas 86 Persen, BSI Juga Akan Layani KUR. Retrieved February 23, 2022, from https://aceh.tribunnews.com/2021/06/17/12-juta-rekening-nasabah-di-aceh-dimigrasi-ke-bsi-sudah-tuntas-86-persen-bsi-juga-akan-layani-kur.
- Hosen, M., Ogbeibu, S., Lim, W. M., Ferraris, A., Munim, Z. H., & Chong, Y. L. (2023). Knowledge sharing behavior among academics: insights from theory of planned behavior, perceived trust and organizational climate. Journal of Knowledge Management, 27(6), 1740-1764. https://doi.org/10.1108/JKM-02-2022-0140
- Hsu, C. L., Wu, C. C., Chen, M. C., & Chang, K. C. (2012). Formation of e-satisfaction and e-loyalty: An extension of technology acceptance model with perceived quality and flow experience. Journal of Quality, 19(1), 60-82. https://doi.org/10.5297/ser.1201.002
- Hur, Y., Ko, Y. J., Valacich, J. (2011). A structural model of the relationships between sport website quality, e-satisfaction, and e-loyalty. Journal of Sport Management, 25(5), 458-473. https://doi.org/10.1123/jsm.25.5.458
- Jamshidi, D., & Hussin, N. (2016). Forecasting patronage factors of Islamic credit card as a new e-commerce banking service: An integration of TAM with perceived religiosity and trust. Journal of Islamic Marketing, 7(4), 378-404. https://doi.org/10.1108/JIMA-07-2014-0050
- Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Savitri, K., Fahlevi, M., Sulistyo, A.B., & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477-486. DOI: 10.5267/j.ijdns.2021.12.006
- Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3): 283-302. https://doi.org/10.1108/SAJBS-01-2019-0016
- KontenPedia.com. (2021). Kehadiran BSI Jadi Solusi Kebutuhan Nasabah Aceh. Retrieved February 11, 2022, from https://www.kontenpedia.com/detail/news/482649/ekonomi/kehadiran-bsi-jadi-solusi-kebutuhan-nasabah-aceh.
- Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464-477. https://doi.org/10.1016/j.jretconser.2010.06.003
- Lam, R., & Burton, S. (2006). SME banking loyalty (and disloyalty): A qualitative study in Hong Kong. International Journal of Bank Marketing, 24(1), 37-52. https://doi.org/10.1108/02652320610642335
- Larasati, R. A., & Kahfi, I. (2020). Analisis perkembangan perbankan syari’ah sebagai landasan pendidikan ekonomi Muslim. Jurnal Serambi Ilmu, 21(2), 185-199. https://doi.org/10.32672/si.v21i2.2109
- Li, H., Liu, Y., & Suomi, R. (2012). Exploring the different roles of service quality, satisfaction and perceived usefulness in generating WOM in e-service context. In Wuhan International Conference on E-Business (pp. 412-420). 012). http://aisel.aisnet.org/whiceb2011/35
- Majid, M. S. A., & Zulhanizar, S. (2016). The patronage behaviour of Islamic bank’s customers: empirical studies in Aceh. Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah, 8(2), 201-212. DOI: 10.15408/aiq.v8i2.3139
- Mostert, P. G., Petzer, D. J., & Weideman, A. (2016). The interrelationships between customer satisfactions, brand loyalty and relationship intentions of generation Y consumers towards smart phone brands. South African Journal of Business Management, 47(3), 25-34. https://hdl.handle.net/10520/EJC194110
- Mulia, D., Usman, H., & Parwanto, N. B. (2020). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing, 12(6), 1097-1123. https://doi.org/10.1108/JIMA-09-2019-0190
- Naeem, M., Jawaid, S. T., & Mustafa, S. (2023). Evolution of modified TAM associated with e-banking services adoption: A systematic PRISMA review from 1975 to 2021. Journal of Modelling in Management, 18(3), 942-972. https://doi.org/10.1108/JM2-10-2021-0251
- OJK (2022). Statistik Perbankan Syariah. Retrieved November 26, 2022, from https://www.ojk.go.id/id/kanal/syariahdata-dan-statistik/statistik-perbankan-syariah/ Default.aspx.
- Orhan, Z. H. (2018). Mit Ghamr savings bank: A role model or an irreplicable utopia?. İnsan ve Toplum, 8(2), 85-102. https://dergipark.org.tr/en/pub/insanvetoplum/issue/70393/1125 127
- Othman, A. & Owen, L. (2001). Adopting and measuring customer service quality (SQ) in Islamic banks: A case study in Kuwait Finance House. International Journal of Islamic Financial Services, 3(1), 1-26.
- Ozer, A., Argan, M. T., & Argan, M. (2013). The effect of mobile service quality dimensions on customer satisfaction. Procedia – Social and Behavioral Sciences, 99, 428-438. https://doi.org/10.1016/j.sbspro.2013.10.511
- Pasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 1-21. https://doi.org/10.1177/1094670504271156
- Putra, D. (2017) OJK: Empat Tahun Pengguna E-Banking Meningkat 270%. Retrieved November 15, 2022, from https://infobanknews.com/topnews/empat-tahun-pengguna-e-banking-meningkat-270/.
- Rahmatullah, M. (2022). Merger bank syariah Indonesia menurut peraturan Otoritas Jasa Keuangan Nomor 41/POJK. 03/2019. Lex Privatum, 10(2), 1-13.
- Rasli, S., Aris, A. A. N., & Razak, N. H. A. (2022). Does e-banking services quality affect e-customer loyalty of Islamic banks?. Selangor Business Review, 7(2), 46-59. https://sbr.journals.unisel.edu.my/ojs/index.php/sbr/article/view/117
- Rini, E. S., & Absah, Y. (2015). Analisis penciptaan loyalitas melalui pengaruh penerapan strategi pemasaran rasional, emosional, dan spiritual terhadap kepuasan nasabah PT. Bank Sumut Syariah Cabang Utama Medan. Jurnal Studi Manajemen dan Bisnis, 2(1), 63-76. DOI: https://doi.org/10.21107/jsmb.v2i1.1504
- Rodriguez, P. G., Villarreal, R., Valino, P. C., & Blozis, S. (2020). A PLS-SEM approach to understanding E-SQ, e-satisfaction, and e-loyalty for fashion e-retailers in Spain. Journal of Retailing and Consumer Services, 57(C), 1-8. https://doi.org/10.1016/j.jretconser.2020.102201
- Sabrina, S., & Majid, M.S.A. (2020). The reluctance phenomenon of Islamic banks to offer profit-loss sharing financing. Jejak, 13(2), 242-264. https://doi.org/10.15294/jejak.v13i2. 23891
- Sasono, I., Jubaedi, A. D., Novitasari, D., Wiyono, N., Riyanto, R., Oktabrianto, O., Jainuri, J., & Waruwu, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465-473. https://doi.org/10.13106/jafeb.2021.vol8.no4.0465
- Srivastava, M. & Rai, A. K. (2018). Mechanics of engendering customer loyalty: A conceptual framework. IIMB Management Review, 30, 207-218. https://doi.org/10.1016/j.iimb.2018.05. 002
- Tempo (2022). Aset Bank Syariah Indonesia Tembus Rp. 265 Trilliun per Desember 2021. Retrieved February 22, 2022, from https://bisnis.tempo.co/read/1556434/aset-bank-syariah-indonesia-tembus-rp-265-triliun-per-desember-2021.
- Thamrin, U. (2021). Qanun Keuangan Syariah Jadi Kontroversi, Bank Konvensional Hengkang dari Aceh. Retrieved June 15, 2022, from https://www.benarnews.org/indonesian/berita/qanun-lembaga-keuangan-syariah-05062021153312.html.
- Ulina, S., & Majid, M.S.A. (2020a). A comparative analysis of determinants of Islamic and conventional banking performances in Indonesia. Amwaluna: Jurnal Ekonomi dan Keuangan Syariah, 4(2), 176-192. https://doi.org/10.29313/amwaluna.v4i2.5819
- Ulina, S., & Majid, M.S.A. (2020). A comparative analysis of resilience of Islamic and conventional banks in Indonesia. Muqtasid: Jurnal Ekonomi dan Perbankan Syariah, 11(2), 88-103. http://dx.doi.org/10.18326/muqtasid.v11i2.88-103
- Wahab, N. A., Hassan, L. F. A., Shahid, S. A. M., & Maon, N. (2015). The relationship between marketing mix and customer loyalty in hijab industry: The mediating effect of customer satisfaction. Procedia Economics and Finance, 37, 366-371. https://doi.org/10.1016/S2212-5671(16)30138-1
- Walfajri, M. (2021). Pada Tahun 2025, BSI Targetkan Punya Aset Rp. 500 triliun. Retrieved February 23, 2022, from https://newssetup.kontan.co.id/news/pada-tahun-2025-bsi-targetkan-punya-aset-rp-500-triliun.
- Zakiy, M., & Azzahroh, E. P. (2017). Pengaruh kualitas pelayanan terhadap loyalitas nasabah bank syariah dengan kepuasan nasabah sebagai variabel intervening. Jurnal Ekonomi dan Bisnis Islam, 3(1), 26-38.
- Zavareh, F. B., Ariff, M. S. M., Jusoh, A., Zakuan, N., & Bahari, A. Z., (2012). E-service quality dimensions and their effects on e-customer satisfaction in internet banking services. Procedia – Social and Behavioral Sciences, 40, 441-445. https://doi.org/10.1016/j.sbspro.2012. 03.213
- Zehir, C., & Narcikara, E. (2016). E-service quality and e-recovery service quality: effects on value perceptions and loyalty intentions. Procedia – Social and Behavioral Sciences, 229, 427-443. https://doi.org/10.1016/j.sbspro.2016.07.153
- Zhao, L., Lu, Y., Zhang, L., & Chau, P. Y. K. (2012). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support System, 52, 645-656. https://doi.org/10.1016/j.dss.2011.10.022
References
Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280-306. https://doi.org/10.1108/IJBM-10-2014-0139
Ansari, A., & Riasi, A. (2016). Modelling and evaluating customer loyalty using neural networks: Evidence from startup insurance companies. Future Business Journal, 2, 15-30. https://doi.org/10.1016/j.fbj.2016.04.001
Ariff, M. S. M., Yun, L. O., Zakuan, N., & Ismail, K. (2013). The impacts of service quality and customer satisfaction on customer loyalty in internet banking. Procedia – Social and Behavioral Sciences, 81, 469-473. DOI: 10.1016/j.sbspro.2013.06.462
Asfour, H. K., & Haddad, S. I. (2014). The Impact of mobile banking on enhancing customers' e-satisfaction: An empirical study on commercial banks in Jordan. International Business Research, 7(10), 145-154. http://dx.doi.org/10.5539/ibr.v7n10p145
Ati, A., Majid, M. S. A., Azis, N., & Hamid, A. (2020). Mediating the effects of customer satisfaction and bank reputation on the relationship between services quality and loyalty of Islamic banking customers. Malaysian Journal of Consumer and Family Economics, 25, 28-61.
Bagozzi, R.P. (1992). The self-regulation of attitudes, intentions, and behavior. Social Psychology Quarterly, 55(2), 178–204. https://doi.org/10.2307/2786945
Bagozzi, R.P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 33(4), 213–224. https://doi.org/10.1007/BF02723327
Baron, R.M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182. DOI:10.1037/0022-3514.51.6.1173
BSI. (2021). Tentang Kami: Informasi Lengkap tentang Bank Syariah Indonesia. Retrieved February 10, 2022, from https://www.bankbsi.co.id/company-information/tentang-kami.
BSI. (2022). Laporan Keuangan Tahun 2022 Kuartal 3. Jakarta: PT. Bank Syariah Indonesia, Tbk. Available at: https://ir.bankbsi.co.id/misc/Laporan-Keuangan/Tahun-Laporan-2022/Q3-2022.pdf
Budiman, A., Yulianto, E., & Saifi, M. (2020). Pengaruh e-service quality terhadap e-satisfaction dan e-loyalty nasabah pengguna Mandiri online. Profit: Jurnal Administrasi Bisnis, 14(1), 1-11. https://doi.org/10.21776/ub.profit.2020.014.01.1
Butt, M., & Aftab, A. (2013). Incorporating attitude towards halal banking in an integrated service quality, satisfaction, and trust and loyalty model of online Islamic banking. International Journal of Bank Marketing, 31(1), 6-23. https://doi.org/10.1108/02652321311292029
Cahyani, P. D. (2016). Tingkat kepuasan nasabah terhadap kualitas layanan perbankan syariah di Yogyakarta. Jurnal Bisnis dan Manajemen, 6(2), 151-162. DOI: 10.15408/ess.v6i2.3570
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423-443. http://dx.doi.org/10.1080/14783360902781923
El-Adly, M.I. (2018). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322-332. https://doi.org/10.1016/j.jretconser.2018.07.007
Fatikah, B.H., & Albanna, H. (2022). The influence of E-SERVQUAL and e-trust on e-loyalty: the role of e-satisfaction as an intervening on Islamic mobile banking customer. Journal of Business Management and Islamic Banking, 1(1), 119-130. https://doi.org/10.14421/jbmib.2022.011-08
Fianto, B. A., Rahmawati, C. K., & Supriani, I. (2021). Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks. Jurnal Ekonomi dan Keuangan Islam, 7(1), 59-76. https://doi.org/10.20885/jeki.vol7.iss1.art5
Hair, J. F., Matthews, L. M., Matthews, R. M., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: Updated guidelines on which method use. International Journal of Multivariate Data Analysis, 1(2), 107-123.
Haq, I. U., & Awan, T. M. (2020). Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction. Vilakshan-XIMB Journal of Management, 17(1/2), 39-55. https://doi.org/10.1108/XJM-07-2020-0039
Harianto, D., & Subagio, H. (2013). Analisa pengaruh kualitas pelayanan, brand image, dan atmosfer terhadap loyalitas konsumen dengan kepuasan konsumen sebagai variabel intervening konsumen Kedai Deja-vu Surabaya. Jurnal Manajemen Pemasaran, 1(1), 1-8.
Herianto. (2021). 1,2 Juta Rekening Nasabah di Aceh Diimigrasi ke BSI, Sudah Tuntas 86 Persen, BSI Juga Akan Layani KUR. Retrieved February 23, 2022, from https://aceh.tribunnews.com/2021/06/17/12-juta-rekening-nasabah-di-aceh-dimigrasi-ke-bsi-sudah-tuntas-86-persen-bsi-juga-akan-layani-kur.
Hosen, M., Ogbeibu, S., Lim, W. M., Ferraris, A., Munim, Z. H., & Chong, Y. L. (2023). Knowledge sharing behavior among academics: insights from theory of planned behavior, perceived trust and organizational climate. Journal of Knowledge Management, 27(6), 1740-1764. https://doi.org/10.1108/JKM-02-2022-0140
Hsu, C. L., Wu, C. C., Chen, M. C., & Chang, K. C. (2012). Formation of e-satisfaction and e-loyalty: An extension of technology acceptance model with perceived quality and flow experience. Journal of Quality, 19(1), 60-82. https://doi.org/10.5297/ser.1201.002
Hur, Y., Ko, Y. J., Valacich, J. (2011). A structural model of the relationships between sport website quality, e-satisfaction, and e-loyalty. Journal of Sport Management, 25(5), 458-473. https://doi.org/10.1123/jsm.25.5.458
Jamshidi, D., & Hussin, N. (2016). Forecasting patronage factors of Islamic credit card as a new e-commerce banking service: An integration of TAM with perceived religiosity and trust. Journal of Islamic Marketing, 7(4), 378-404. https://doi.org/10.1108/JIMA-07-2014-0050
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Savitri, K., Fahlevi, M., Sulistyo, A.B., & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477-486. DOI: 10.5267/j.ijdns.2021.12.006
Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3): 283-302. https://doi.org/10.1108/SAJBS-01-2019-0016
KontenPedia.com. (2021). Kehadiran BSI Jadi Solusi Kebutuhan Nasabah Aceh. Retrieved February 11, 2022, from https://www.kontenpedia.com/detail/news/482649/ekonomi/kehadiran-bsi-jadi-solusi-kebutuhan-nasabah-aceh.
Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464-477. https://doi.org/10.1016/j.jretconser.2010.06.003
Lam, R., & Burton, S. (2006). SME banking loyalty (and disloyalty): A qualitative study in Hong Kong. International Journal of Bank Marketing, 24(1), 37-52. https://doi.org/10.1108/02652320610642335
Larasati, R. A., & Kahfi, I. (2020). Analisis perkembangan perbankan syari’ah sebagai landasan pendidikan ekonomi Muslim. Jurnal Serambi Ilmu, 21(2), 185-199. https://doi.org/10.32672/si.v21i2.2109
Li, H., Liu, Y., & Suomi, R. (2012). Exploring the different roles of service quality, satisfaction and perceived usefulness in generating WOM in e-service context. In Wuhan International Conference on E-Business (pp. 412-420). 012). http://aisel.aisnet.org/whiceb2011/35
Majid, M. S. A., & Zulhanizar, S. (2016). The patronage behaviour of Islamic bank’s customers: empirical studies in Aceh. Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah, 8(2), 201-212. DOI: 10.15408/aiq.v8i2.3139
Mostert, P. G., Petzer, D. J., & Weideman, A. (2016). The interrelationships between customer satisfactions, brand loyalty and relationship intentions of generation Y consumers towards smart phone brands. South African Journal of Business Management, 47(3), 25-34. https://hdl.handle.net/10520/EJC194110
Mulia, D., Usman, H., & Parwanto, N. B. (2020). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing, 12(6), 1097-1123. https://doi.org/10.1108/JIMA-09-2019-0190
Naeem, M., Jawaid, S. T., & Mustafa, S. (2023). Evolution of modified TAM associated with e-banking services adoption: A systematic PRISMA review from 1975 to 2021. Journal of Modelling in Management, 18(3), 942-972. https://doi.org/10.1108/JM2-10-2021-0251
OJK (2022). Statistik Perbankan Syariah. Retrieved November 26, 2022, from https://www.ojk.go.id/id/kanal/syariahdata-dan-statistik/statistik-perbankan-syariah/ Default.aspx.
Orhan, Z. H. (2018). Mit Ghamr savings bank: A role model or an irreplicable utopia?. İnsan ve Toplum, 8(2), 85-102. https://dergipark.org.tr/en/pub/insanvetoplum/issue/70393/1125 127
Othman, A. & Owen, L. (2001). Adopting and measuring customer service quality (SQ) in Islamic banks: A case study in Kuwait Finance House. International Journal of Islamic Financial Services, 3(1), 1-26.
Ozer, A., Argan, M. T., & Argan, M. (2013). The effect of mobile service quality dimensions on customer satisfaction. Procedia – Social and Behavioral Sciences, 99, 428-438. https://doi.org/10.1016/j.sbspro.2013.10.511
Pasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 1-21. https://doi.org/10.1177/1094670504271156
Putra, D. (2017) OJK: Empat Tahun Pengguna E-Banking Meningkat 270%. Retrieved November 15, 2022, from https://infobanknews.com/topnews/empat-tahun-pengguna-e-banking-meningkat-270/.
Rahmatullah, M. (2022). Merger bank syariah Indonesia menurut peraturan Otoritas Jasa Keuangan Nomor 41/POJK. 03/2019. Lex Privatum, 10(2), 1-13.
Rasli, S., Aris, A. A. N., & Razak, N. H. A. (2022). Does e-banking services quality affect e-customer loyalty of Islamic banks?. Selangor Business Review, 7(2), 46-59. https://sbr.journals.unisel.edu.my/ojs/index.php/sbr/article/view/117
Rini, E. S., & Absah, Y. (2015). Analisis penciptaan loyalitas melalui pengaruh penerapan strategi pemasaran rasional, emosional, dan spiritual terhadap kepuasan nasabah PT. Bank Sumut Syariah Cabang Utama Medan. Jurnal Studi Manajemen dan Bisnis, 2(1), 63-76. DOI: https://doi.org/10.21107/jsmb.v2i1.1504
Rodriguez, P. G., Villarreal, R., Valino, P. C., & Blozis, S. (2020). A PLS-SEM approach to understanding E-SQ, e-satisfaction, and e-loyalty for fashion e-retailers in Spain. Journal of Retailing and Consumer Services, 57(C), 1-8. https://doi.org/10.1016/j.jretconser.2020.102201
Sabrina, S., & Majid, M.S.A. (2020). The reluctance phenomenon of Islamic banks to offer profit-loss sharing financing. Jejak, 13(2), 242-264. https://doi.org/10.15294/jejak.v13i2. 23891
Sasono, I., Jubaedi, A. D., Novitasari, D., Wiyono, N., Riyanto, R., Oktabrianto, O., Jainuri, J., & Waruwu, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465-473. https://doi.org/10.13106/jafeb.2021.vol8.no4.0465
Srivastava, M. & Rai, A. K. (2018). Mechanics of engendering customer loyalty: A conceptual framework. IIMB Management Review, 30, 207-218. https://doi.org/10.1016/j.iimb.2018.05. 002
Tempo (2022). Aset Bank Syariah Indonesia Tembus Rp. 265 Trilliun per Desember 2021. Retrieved February 22, 2022, from https://bisnis.tempo.co/read/1556434/aset-bank-syariah-indonesia-tembus-rp-265-triliun-per-desember-2021.
Thamrin, U. (2021). Qanun Keuangan Syariah Jadi Kontroversi, Bank Konvensional Hengkang dari Aceh. Retrieved June 15, 2022, from https://www.benarnews.org/indonesian/berita/qanun-lembaga-keuangan-syariah-05062021153312.html.
Ulina, S., & Majid, M.S.A. (2020a). A comparative analysis of determinants of Islamic and conventional banking performances in Indonesia. Amwaluna: Jurnal Ekonomi dan Keuangan Syariah, 4(2), 176-192. https://doi.org/10.29313/amwaluna.v4i2.5819
Ulina, S., & Majid, M.S.A. (2020). A comparative analysis of resilience of Islamic and conventional banks in Indonesia. Muqtasid: Jurnal Ekonomi dan Perbankan Syariah, 11(2), 88-103. http://dx.doi.org/10.18326/muqtasid.v11i2.88-103
Wahab, N. A., Hassan, L. F. A., Shahid, S. A. M., & Maon, N. (2015). The relationship between marketing mix and customer loyalty in hijab industry: The mediating effect of customer satisfaction. Procedia Economics and Finance, 37, 366-371. https://doi.org/10.1016/S2212-5671(16)30138-1
Walfajri, M. (2021). Pada Tahun 2025, BSI Targetkan Punya Aset Rp. 500 triliun. Retrieved February 23, 2022, from https://newssetup.kontan.co.id/news/pada-tahun-2025-bsi-targetkan-punya-aset-rp-500-triliun.
Zakiy, M., & Azzahroh, E. P. (2017). Pengaruh kualitas pelayanan terhadap loyalitas nasabah bank syariah dengan kepuasan nasabah sebagai variabel intervening. Jurnal Ekonomi dan Bisnis Islam, 3(1), 26-38.
Zavareh, F. B., Ariff, M. S. M., Jusoh, A., Zakuan, N., & Bahari, A. Z., (2012). E-service quality dimensions and their effects on e-customer satisfaction in internet banking services. Procedia – Social and Behavioral Sciences, 40, 441-445. https://doi.org/10.1016/j.sbspro.2012. 03.213
Zehir, C., & Narcikara, E. (2016). E-service quality and e-recovery service quality: effects on value perceptions and loyalty intentions. Procedia – Social and Behavioral Sciences, 229, 427-443. https://doi.org/10.1016/j.sbspro.2016.07.153
Zhao, L., Lu, Y., Zhang, L., & Chau, P. Y. K. (2012). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support System, 52, 645-656. https://doi.org/10.1016/j.dss.2011.10.022