The Effect of E-Service Quality BYOND by BSI on Customer Satisfaction and Customer Loyalty at Bank Syariah Indonesia in Pekanbaru

Authors

  • Fitriana Tobing University of Riau
  • Aida Nursanti University of Riau
  • Henni Noviasari University of Riau

DOI:

https://doi.org/10.58812/wsis.v4i05.2850

Keywords:

E-Service Quality, Customer Satisfaction, Customer Loyalty, BSI, Indonesia

Abstract

This study aims to analyze the effect of E-Service Quality of BYOND by BSI on customer satisfaction and loyalty among customers of Bank Syariah Indonesia in Pekanbaru City. This research employs a quantitative approach, with the population consisting of all Bank Syariah Indonesia customers in Pekanbaru who use the BYOND by BSI application. The sampling technique used is purposive sampling, with a total sample of 130 respondents. Data analysis is conducted using the Structural Equation Modelling–Partial Least Square (SEM-PLS) method with the assistance of SmartPLS software version 4.1.1.8. The results indicate that E-Service Quality has a positive and significant effect on customer satisfaction. Customer satisfaction also has a positive and significant effect on customer loyalty. Furthermore, E-Service Quality has a positive and significant effect on customer loyalty through customer satisfaction as a mediating variable. These findings suggest that the better the quality of electronic services provided, the higher the level of customer satisfaction, which in turn encourages the development of customer loyalty.

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Published

2026-05-31

Issue

Vol. 4 No. 05 (2026): West Science Interdisciplinary Studies

Section

Articles

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Copyright (c) 2026 Fitriana Tobing, Aida Nursanti, Henni Noviasari

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How to Cite

The Effect of E-Service Quality BYOND by BSI on Customer Satisfaction and Customer Loyalty at Bank Syariah Indonesia in Pekanbaru (F. Tobing, A. Nursanti, & H. Noviasari, Trans.). (2026). West Science Interdisciplinary Studies, 4(05), 860-870. https://doi.org/10.58812/wsis.v4i05.2850