Faktor-faktor Loyalitas Generasi Z terhadap Mobile Banking yang dilengkapi Kecerdasan Buatan : Bank Syariah di Indonesia

Penulis

  • Fitri Lestari Universitas Islam Negeri Raden Mas Said Surakarta, Indonesia
  • Ahmad Indarta Universitas Islam Negeri Raden Mas Said Surakarta, Indonesia

DOI:

https://doi.org/10.29040/jiei.v10i3.14954

Kata Kunci:

Customer loyalty, service quality, trust, satisfaction, religiosity

Abstrak

Abstract Islamic banks must be able to compete in the digital era along with technological advances in the financial industry. Islamic banks that are relatively new are often considered less popular and less experienced, hence they must take note of the growth and expansion of customer loyalty, especially in mobile banking services equipped with assistive intelligence (AI) to achieve competitive advantage. The aim of this research was to identify the elements that motivate Generation Z’s allegiance to AI-powered Islamic mobile banking. Generation Z residents of Surakarta made up the study’s population. Sampling used purposive sampling with 100 respondents. The approach used was quantitative and analyzed using IMB SPSS version 2023. The results of the study showed that service quality, trust, and satisfaction were determining factors for the loyalty of generation Z to Islamic mobile banking equipped with artificial intelligence (AI). Meanwhile, customer loyalty to Islamic mobile banking among Generation Z was not significantly impacted by religiosity. With this study, it is hoped that Islamic banks can increase customer loyalty by developing the determining factors for customer loyalty. Keywords : Customer loyalty, service quality, trust, satisfaction, religiosity

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Unduhan

Diterbitkan

2024-11-09

Cara Mengutip

Lestari, F., & Indarta, A. (2024). Faktor-faktor Loyalitas Generasi Z terhadap Mobile Banking yang dilengkapi Kecerdasan Buatan : Bank Syariah di Indonesia. Jurnal Ilmiah Ekonomi Islam, 10(3), 3001–3012. https://doi.org/10.29040/jiei.v10i3.14954

Terbitan

Vol 10 No 3 (2024): JIEI : Vol.10, No.3, 2024

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