https://ojs.stiem-bongaya.ac.id/J-MSDM <p><strong>J-MSDM (JURNAL MANAJEMEN SUMBER DAYA MANUSIA) </strong>adalah jurnal yang dikelola secara peer review, berisi tulisan yang diangkat dari hasil penelitian, gagasan konseptual, kajian dan aplikasi teori dalam ruang lingkup Manajemen Sumber Daya Manusia. Diterbitkan 2 kali (Juli dan Januari) dalam setahun oleh Prodi Manajemen Sekolah Tinggi Ilmu Ekonomi Makassar Bongaya </p> <p> </p> en-US ardiansyahhalim@stiem-bongaya.ac.id (Ardiansyah Halim) ardiansyahhalim@stiem-bongaya.ac.id (Ardiansyah Halim) Wed, 02 Sep 2026 12:46:25 +0000 OJS 3.3.0.13 http://blogs.law.harvard.edu/tech/rss 60 https://ojs.stiem-bongaya.ac.id/J-MSDM/article/view/1092 <p><em>This study aims to find out the effect of Mobile Banking Service Quality on Loyalty mediated by Customer Satisfaction as the main objective of the research. The research approach uses a quantitative method and primary data collection through distributing questionnaires using purposive sampling on 96 BRI Bank customers who were made respondents. The analysis method uses causality and descriptive statistics through SPSS, and the Sobel test is used to test the mediation variable. The questionnaire results have been tested for validity and reliability, as well as classical assumptions in the form of Normality, Multicollinearity and Heteroscedasticity assumptions. The data analysis method uses multiple regression techniques with path analysis and the Sobel test. Based on the path analysis and Sobel test, the results show that all hypotheses are accepted. The first hypothesis is accepted because Mobile Banking Service Quality has a positive and significant effect on satisfaction. The second and third hypotheses are accepted because mobile banking service quality and satisfaction have a positive and significant partial effect on customer loyalty. Finally, the fourth hypothesis is also accepted because Mobile Banking Service Quality has a positive and significant effect on customer loyalty with satisfaction as an intervening variable. Based on the path analysis and Sobel test, the results show that all hypotheses are accepted. The first hypothesis is accepted because Mobile Banking Service Quality has a positive and significant effect on satisfaction. The second and third hypotheses are accepted because mobile banking service quality and satisfaction have a positive and significant partial effect on customer loyalty. Finally, the fourth hypothesis is also accepted because Mobile Banking Service Quality has a positive and significant effect on customer loyalty with satisfaction as an intervening variable</em></p> Zulfikry Sukarno Copyright (c) 2026 Zulfikry Sukarno https://creativecommons.org/licenses/by-sa/4.0 https://ojs.stiem-bongaya.ac.id/J-MSDM/article/view/1092 Sun, 30 Aug 2026 00:00:00 +0000