The Influence of Digital Banking Service Quality on Electronic Satisfaction and Electronic Loyalty among Customers of Bank Central Asia (BCA) In Indonesia

Abstract

This study aims to analyze the influence of digital banking service quality on electronic satisfaction (e-satisfaction) and electronic loyalty (e-loyalty) among customers of Bank Central Asia (BCA) in Indonesia. Digital banking services such as BCA Mobile and myBCA have become essential tools for customers to conduct fast, secure, and convenient financial transactions. A quantitative approach was employed through a survey involving 240 respondents who actively use BCA’s digital services. Data collection was carried out from January to February 2025. Structural Equation Modeling (SEM) was applied using SmartPLS software for data analysis. The results indicate that all dimensions of service quality positively and significantly influence both e-satisfaction and e-loyalty. Reliability has the strongest influence on e-satisfaction, while convenience is the most dominant driver of e-loyalty. Additionally, e-satisfaction significantly affects e-loyalty, albeit with a modest coefficient. These findings highlight the strategic importance of improving digital service quality to enhance customer satisfaction and loyalty.