The Effect of Service Quality on User Loyalty Through Trust and Satisfaction as Intervening Variables of Livin’ by Mandiri Mobile Banking Users at PT. Bank Mandiri KCP Jakarta Pejaten

Abstract

This study aims to examine the effect of service quality on user loyalty in Livin’ by Mandiri mobile banking services through trust and satisfaction as intervening variables. The study was motivated by the increasing competition in digital banking services and the inconsistency of previous research findings related to the relationship between service quality, trust, satisfaction, and customer loyalty. This research applied a quantitative approach using explanatory research design. Data were collected through questionnaires distributed to 200 respondents who actively use Livin’ by Mandiri mobile banking services at PT Bank Mandiri KCP Jakarta Pejaten. The collected data were analyzed using Structural Equation Modeling based on Partial Least Squares (SEM-PLS) with SmartPLS 4 software. The findings indicate that service quality has a positive and significant effect on satisfaction and loyalty, but does not significantly affect trust. Furthermore, trust and satisfaction positively influence customer loyalty. The mediation analysis also demonstrates that satisfaction significantly mediates the relationship between service quality and loyalty, while trust does not significantly mediate the relationship. The study concludes that customer satisfaction is the most influential factor in strengthening loyalty among mobile banking users. Therefore, improving service quality, especially in terms of system reliability, responsiveness, security, and application stability, is important to increase customer satisfaction and maintain long-term loyalty