Effect of System and Service Quality to Customer Loyalty through M-BCA User Satisfaction in Surabaya, Indonesia

Abstract

Technological advances provide new breakthroughs that can be used by banks to improve service quality for their customers. Bank Central Asia (BCA) provides a mobile banking facility called m-BCA which stands for mobile BCA. By using an internet-connected cellphone, customers can conduct banking transactions without limitation of time and place. This study aims to find out how big the system quality and service quality is so that it increases user satisfaction, which in turn will increase loyalty from M-BCA. This research is a causal study. The research method used is a quantitative method by processing data using SPSS. Data collection was carried out by distributing questionnaires to 115 respondents with characteristics of male and female respondents aged 18-60 years, domiciled in Surabaya, and using M-BCA for the past 6 months. The results showed that system quality variables had a significant effect on user satisfaction with a regression coefficient of 0.458; service quality variables have a significant effect on User Satisfaction with a regression coefficient of 0.354; the variable system quality and service quality have significant simultaneous effect to customer loyalty. User satisfaction variable has a significant effect on customer loyalty with a regression coefficient of 0.469. The researcher's main recommendation is to increase the responsiveness of the M-BCA system. When the M-BCA system is offline, customers cannot receive transfers during certain hours. This is because the system quality variable in this study is the most important.