Abstract:
Purpose: Current study aims to provide more understanding the influences of
service quality, system quality, and security assurance towards the customer
satisfaction as mediating variable and customer loyalty on digital banking services
Design/Methodology/Approach: Quantitative method was being used in this
research by distributing questionnaire vie Google Form which consist of 24
statements. The researcher using simple random sampling by sending to people
that have used digital mobile and the primary data was collected from 131
respondents and only 95 valid responses were being tested. The data tested for
validity and reliability. Structural Equations Modeling(SEM) was used to analyze
the hypothesis testing in order to know relation between variable.
Findings: The research found that service quality and security assurance has
significant impact on satisfaction; customer satisfaction as mediating variable also
has significant influence towards customer loyalty. Although, system quality was
not significantly influenced customer satisfaction.
Originality/Value: As far as the author knows, the research on service quality,
system quality, and security assurance on satisfaction and loyalty need to be
updated since more company shift the business model to digital business.
