The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator?

Purpose – This study aims to measure and analyze the mediating role of e-satisfaction on effect e-service quality e-loyalty customers Bank Syariah Indonesia (BSI) in Banda Aceh, Indonesia.Methodology gathered primary data by distributing questionnaires a number 200 BSI that were selected as respondents using purposive sampling technique. A Structural Equation Modelling (SEM) technique is used test four proposed hypotheses.Findings The recorded has positively affected customers, respectively. E-satisfaction enjoyed banking enhanced their e-loyalty. In addition, documented partial relationship between customers’ e-loyalty.Implications findings suggest promote e-loyalty, management should focus improving strengthening quality.Originality explored focusing users e-banking facilities largest Islamic institution Indonesia. Therefore, this provides significant guidelines for banks maintaining enhancing through customer satisfaction providing high services digitally nationwide.