Influence of Safety and Quality Mobile Banking Services on Satisfaction Customers and the Impact on Loyalty Asian Central Bank Customers

Abstract

This research aims to determine the effect of mobile banking security quality and mobile banking service quality on customer loyalty which is mediated by customer satisfaction. The research method used is quantitative with a non-probability sampling technique and the sample determination in this study uses purposive sampling because the sample to be selected is only related to predetermined criteria. The total sample for this research is 152 respondents, namely BCA bank customers in the Surabaya area who use MyBCA. Data collection techniques were carried out using questionnaires and analyzed using PLS-SEM. The research results show that the quality of security and quality of mobile banking services have a positive and significant effect on customer loyalty through customer satisfaction.