The Role of Agricultural Institutions in Enhancing National Food Security through the Development of Sustainable Agricultural Systems in Indonesia

Abstract

The development of digital technology has brought significant changes in the banking sector, including digital banking services which are now a primary need for customers. This study aims to analyze the effect of digital banking service quality on customer satisfaction and loyalty of Bank Syariah Indonesia (BSI) Padang Branch. With a quantitative approach, data were collected through questionnaires distributed to 100 respondents who use BSI digital banking services. The analysis was carried out using Structural Equation Modeling (SEM) based on Partial Least Square (PLS) to test the relationship between variables. The results of the study indicate that the quality of digital banking services has a positive and significant effect on customer satisfaction, and customer satisfaction also has a significant effect on customer loyalty. However, the quality of digital banking services does not have a significant direct effect on customer loyalty. This shows that customer satisfaction plays an important mediating variable in shaping loyalty. This study provides an empirical contribution to the understanding of the importance of managing digital banking services in order to increase satisfaction which can then drive customer loyalty. The practical implication is that banks must focus on improving the quality of digital services, such as ease of access, transaction speed, and system security, to strengthen long-term relationships with customers.