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Does The Banking Information System Affect Customer Satisfaction and Loyalty?

Author

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  • Saibil, Defi Insani

    (Universitas Islam Negeri Sunan Kalijaga Yogyakarta)

Abstract

This research examines customer satisfaction and loyalty in Islamic banking in the use of internet banking. The research was conducted based on the increase in e-banking users in Islamic banking in Indonesia. E-banking is one of the banking information system services needed today. The research method was carried out using the method of Structural Equation Modeling (SEM) through AMOS and SPSS software. Meanwhile, data collection is carried out through an online survey via a google form. The online survey found 154 respondents of which 27% were from Central Java Province and 47% from the Special Region of Yogyakarta with simple random analysis sample analysis. This study shows that internet banking adoption has a significant effect on customers in Islamic banking, while satisfaction is very large in mediating the relationship between internet banking use and customer loyalty in Islamic banking. Theoretically, this study implies that the banking information system, especially in internet banking, plays an important role in providing service and satisfaction and has a significant effect on customer loyalty.

Suggested Citation

  • Saibil, Defi Insani, 2020. "Does The Banking Information System Affect Customer Satisfaction and Loyalty?," EkBis: Jurnal Ekonomi dan Bisnis, UIN Sunan Kalijaga Yogyakarta, vol. 4(1), pages 353-364, January.
    • Handle: RePEc:ris:ekbisj:1244
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    More about this item

    Keywords

    Banking Information System; Islamic Banking; Internet Banking; Satisfaction; Loyality;
    All these keywords.

    JEL classification:

    • E58 - Macroeconomics and Monetary Economics - - Monetary Policy, Central Banking, and the Supply of Money and Credit - - - Central Banks and Their Policies
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • G24 - Financial Economics - - Financial Institutions and Services - - - Investment Banking; Venture Capital; Brokerage
    • J28 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Safety; Job Satisfaction; Related Public Policy

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