Multiple Regression of Service Quality, Customer Loyalty, and User Satisfaction in Mobile Banking Migration
Keywords:
Service Quality; Customer Loyalty; User Satisfaction; Mobile Banking; Islamic BankingAbstract
Submitted: 01/12/2025; Accepted: 07/01/2026; Published: 21/01/2026
Abstract-The migration of mobile banking applications represents a strategic challenge in banking digital transformation, as it can enhance service capabilities while simultaneously posing risks of decreased user satisfaction due to system and interface changes. This study aims to analyze the influence of service quality and customer loyalty on user satisfaction during the application migration process from BSI Mobile to BYOND by BSI. A quantitative approach was employed, involving 50 active users of Bank Syariah Indonesia who had transitioned to the BYOND by BSI application. This sample size is considered adequate for multiple linear regression analysis in an explanatory study. Service quality was measured using the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Customer loyalty was assessed through the dimensions of repeat usage, advocacy, trust, and commitment, while user satisfaction was measured based on content, accuracy, format, ease of use, and timeliness. Reliability testing results indicate that all instruments are highly reliable (? service quality = 0.988; ? customer loyalty = 0.945; ? user satisfaction = 0.960). Multiple linear regression analysis reveals that service quality has a significant effect on user satisfaction (B = 0.091; t = 4.313; p < 0.001), whereas customer loyalty exhibits the most dominant influence (B = 0.781; t = 22.143; p < 0.001). Simultaneously, both variables explain 96.9% of the variance in user satisfaction (R² = 0.969; F = 734.559; p < 0.001). These findings confirm that, in the context of mobile banking application migration, customer loyalty plays a stronger role than service quality in maintaining user satisfaction, while acknowledging the limitations related to location and respondent characteristics. This study contributes empirically by demonstrating that customer loyalty can mitigate user resistance to digital system changes, making it a key factor in the successful migration of Islamic banking applications such as BYOND by BSI.
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