{"id":"https://openalex.org/W4387022902","doi":"https://doi.org/10.35870/jemsi.v9i2.1018","title":"The Role of Customer Satisfaction and Service Quality on Customer Loyalty: Case Study of M-Banking Services","display_name":"The Role of Customer Satisfaction and Service Quality on Customer Loyalty: Case Study of M-Banking Services","publication_year":2023,"publication_date":"2023-04-01","ids":{"openalex":"https://openalex.org/W4387022902","doi":"https://doi.org/10.35870/jemsi.v9i2.1018"},"language":"en","primary_location":{"id":"doi:10.35870/jemsi.v9i2.1018","doi":"https://doi.org/10.35870/jemsi.v9i2.1018","is_oa":true,"landing_page_url":"https://doi.org/10.35870/jemsi.v9i2.1018","pdf_url":"http://journal.lembagakita.org/index.php/jemsi/article/download/1018/714","source":{"id":"https://openalex.org/S4220651523","display_name":"JEMSI (Jurnal Ekonomi Manajemen dan Akuntansi)","issn_l":"2460-5891","issn":["2460-5891","2579-5635"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi)","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"http://journal.lembagakita.org/index.php/jemsi/article/download/1018/714","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5143619023","display_name":"I Wayan  Gede Antok Setiawan Jodi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210124146","display_name":"Universitas Mahasaraswati Denpasar","ror":"https://ror.org/02wpry525","country_code":"ID","type":"education","lineage":["https://openalex.org/I4210124146"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"I Wayan Gede Antok Setiawan Jodi","raw_affiliation_strings":["Universitas Mahasaraswati Denpasar"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Mahasaraswati Denpasar","institution_ids":["https://openalex.org/I4210124146"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5030052139","display_name":"Sherry Adelia","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Sherry Adelia","raw_affiliation_strings":["Universitas Muhammadiyah"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Muhammadiyah","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5051811493","display_name":"Khamaludin Khamaludin","orcid":"https://orcid.org/0000-0002-9820-4225","observed_orcids":["https://orcid.org/0000-0002-9820-4225"]},"institutions":[{"id":"https://openalex.org/I4210139501","display_name":"Universitas Islam Syekh Yusuf","ror":"https://ror.org/03pkka491","country_code":"ID","type":"education","lineage":["https://openalex.org/I4210139501"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Khamaludin","raw_affiliation_strings":["Universitas Islam Syekh Yusu"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Islam Syekh Yusu","institution_ids":["https://openalex.org/I4210139501"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5019294856","display_name":"Prety Diawati","orcid":"https://orcid.org/0000-0003-3028-7543","observed_orcids":["https://orcid.org/0000-0003-3028-7543"]},"institutions":[{"id":"https://openalex.org/I4405274225","display_name":"Universitas Logistik dan Bisnis Internasional","ror":"https://ror.org/01aabhj03","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405274225"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Prety Diawati","raw_affiliation_strings":["Sekolah Vokasi-Universitas Logistik dan Bisnis Internasional"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Sekolah Vokasi-Universitas Logistik dan Bisnis Internasional","institution_ids":["https://openalex.org/I4405274225"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5088867089","display_name":"Ratnawita Ratnawita","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ratnawita","raw_affiliation_strings":["STIMA IMM"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"STIMA IMM","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.6256,"has_fulltext":true,"cited_by_count":4,"citation_normalized_percentile":{"value":0.72780901,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":96},"biblio":{"volume":"9","issue":"2","first_page":"285","last_page":"289"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.003100000089034438,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0013000000035390258,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9430000185966492},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9869999885559082},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-delight","display_name":"customer delight","score":0.9959999918937683},{"id":"https://openalex.org/keywords/mobile-banking","display_name":"mobile banking","score":0.9919999837875366},{"id":"https://openalex.org/keywords/bank-customers","display_name":"bank customers","score":0.32499998807907104}],"concepts":[{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.7761853933334351},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.747201681137085},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6415958404541016},{"id":"https://openalex.org/C2775930393","wikidata":"https://www.wikidata.org/wiki/Q1941439","display_name":"Mobile banking","level":2,"score":0.6169036030769348},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6138832569122314},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.5943942070007324},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5854654908180237},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5606186985969543},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.49046561121940613},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.4785919189453125},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4202447533607483},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.4195520281791687},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3782069981098175}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.35870/jemsi.v9i2.1018","doi":"https://doi.org/10.35870/jemsi.v9i2.1018","is_oa":true,"landing_page_url":"https://doi.org/10.35870/jemsi.v9i2.1018","pdf_url":"http://journal.lembagakita.org/index.php/jemsi/article/download/1018/714","source":{"id":"https://openalex.org/S4220651523","display_name":"JEMSI (Jurnal Ekonomi Manajemen dan Akuntansi)","issn_l":"2460-5891","issn":["2460-5891","2579-5635"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi)","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.35870/jemsi.v9i2.1018","doi":"https://doi.org/10.35870/jemsi.v9i2.1018","is_oa":true,"landing_page_url":"https://doi.org/10.35870/jemsi.v9i2.1018","pdf_url":"http://journal.lembagakita.org/index.php/jemsi/article/download/1018/714","source":{"id":"https://openalex.org/S4220651523","display_name":"JEMSI (Jurnal Ekonomi Manajemen dan Akuntansi)","issn_l":"2460-5891","issn":["2460-5891","2579-5635"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi)","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4387022902.pdf","grobid_xml":"https://content.openalex.org/works/W4387022902.grobid-xml"},"referenced_works_count":7,"referenced_works":["https://openalex.org/W2017624521","https://openalex.org/W2151694441","https://openalex.org/W2344653555","https://openalex.org/W2903187083","https://openalex.org/W4320064358","https://openalex.org/W4382809103","https://openalex.org/W4386381321"],"related_works":["https://openalex.org/W4307831543","https://openalex.org/W2591872539","https://openalex.org/W7216124838","https://openalex.org/W4401892845","https://openalex.org/W4252996024","https://openalex.org/W4313067637","https://openalex.org/W4388872142","https://openalex.org/W7004974328","https://openalex.org/W3196009752","https://openalex.org/W4403916207"],"abstract_inverted_index":{"The":[0,73,84,92,99,121,136,154],"cause":[1],"of":[2,12,18,27,33,42,48,58,61,67,94,117,184,206,223,240,250,257,259],"this":[3,76,87,104,141],"look":[4],"at":[5],"is":[6,78,96,124,143,159,162,199],"to":[7,22,37,53,128,149,152,194],"investigate":[8,38],"the":[9,24,39,55,118,157,182,204,212,214,218,220,238,246,248,253,255],"direct":[10,25,40],"impact":[11,190,235],"provider":[13],"first-class":[14],"on":[15,30,45,103,147,170,191,209,236,243],"customer":[16,31,171,192,207,210,241,251],"satisfaction":[17,172,193,208],"mobile":[19,49,82,177,196,224,260],"banking":[20,35,50,71,225,261],"customers,":[21],"analyze":[23,54],"effect":[26,41,57],"carrier":[28,59],"exceptional":[29,60],"loyalty":[32,47,63,221,258],"cellular":[34],"users,":[36],"patron":[43],"pleasure":[44,66],"purchaser":[46],"customers":[51,80,174],"and":[52],"indirect":[56],"client":[62,244],"through":[64],"consumer":[65],"bank":[68],"BCA":[69],"cell":[70],"users.":[72,227],"population":[74],"in":[75,86,140],"study":[77,88,105,142,158],"1,050":[79],"using":[81],"banking.":[83,197],"sample":[85],"was":[89],"taken":[90],"purposively.":[91],"number":[93],"samples":[95],"91":[97],"people.":[98],"studies":[100,122],"device":[101,123],"used":[102,127,139],"became":[106],"a":[107,125,163,200,231],"questionnaire":[108,110],"or":[109,133],"that":[111,160,180],"turned":[112],"into":[113],"made":[114],"by":[115],"means":[116],"researcher":[119],"himself.":[120],"tool":[126],"degree":[129],"an":[130,189,234],"observed":[131],"natural":[132],"social":[134],"phenomenon.":[135],"primary":[137],"data":[138,144],"obtained":[145],"based":[146],"answers":[148],"questionnaires":[150],"distributed":[151],"customers.":[153],"conclusion":[155],"from":[156],"there":[161],"significant":[164,201],"influence":[165,202],"between":[166,203,237],"service":[167,216],"quality":[168,183],"variables":[169,205,239],"for":[173],"who":[175],"use":[176,195],"banking,":[178],"so":[179],"improving":[181],"online":[185,215],"services":[186],"will":[187],"have":[188,233],"There":[198,228],"loyalty,":[211,245],"better":[213],"quality,":[217],"greater":[219],"level":[222,249,256],"application":[226,262],"may":[229],"be":[230],"sizeable":[232],"delight":[242],"higher":[247,254],"delight,":[252],"users":[263]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2023-09-26T00:00:00"}