PENGARUH KUALITAS LAYANAN DAN KEMUDAHAN PENGGUNAAN TERHADAP LOYALITAS NASABAH WONDR BY BNI DIMEDIASI KEPUASAN NASABAH

Rizky Syachlan Pratama, . (2026) PENGARUH KUALITAS LAYANAN DAN KEMUDAHAN PENGGUNAAN TERHADAP LOYALITAS NASABAH WONDR BY BNI DIMEDIASI KEPUASAN NASABAH. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study examines how digital service quality and ease of use affect customer loyalty to Wondr by BNI through the mediating role of customer satisfaction. The research applied a quantitative method, with Structural Equation Modeling (SEM) employed to analyze the collected data. The findings indicate that digital service quality has a positive and significant influence on customer loyalty. Ease of use also positively and significantly contributes to customer loyalty. Furthermore, digital service quality has a positive and significant effect on customer satisfaction. Ease of use similarly demonstrates a positive and significant influence on customer satisfaction. Customer satisfaction positively and significantly affects customer loyalty and represents the most influential factor in developing loyalty among Wondr by BNI users. Based on the Variance Accounted For (VAF) analysis, customer satisfaction partially mediates the relationships of digital service quality and ease of use with customer loyalty. The findings imply that improvements in digital service quality and application usability increase customer satisfaction, which subsequently strengthens customer loyalty. Therefore, BNI is advised to continuously enhance its digital service standards, system reliability, security features, and application usability to sustain and improve customer loyalt. Keywords: service quality, ease of use, satisfaction and loyalty

Item Type: Thesis (Tesis)
Additional Information: (No Panggil: 2410121011) (Pembimbing: Alfatih Sikki Manggabarani) (Penguji 1: Prasetyo Hadi) (Penguji 2: Guntur Syahputra Saragih)
Uncontrolled Keywords: Keywords: service quality, ease of use, satisfaction and loyalty
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S2)
Depositing User: RIZKY SYACHLAN PRATAMA
Date Deposited: 03 Sep 2026 01:56
Last Modified: 03 Sep 2026 01:56
URI: http://repository.upnvj.ac.id/id/eprint/54002

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