Published Paper Details:

: In line with the development of information technology, the services provided by the Bank have evolved towards digital banking services (Digital Banking). This service is more oriented towards meeting customer needs by fully utilizing digital technology through devices and applications (software) as delivery channels. In addition, digital banking services can be accessed anytime and anywhere, and minimize direct interaction with Bank employees. This also aims to increase the efficiency of operational activities and the quality of the Bank's services to its customers. This study aims to analyze the effect of Site Organization, Reliability, Responsiveness, User Friendliness, Personal Need, and Efficiency on Electronic Customer Satisfaction and Electronic Customer Loyalty on M-Banking Customers of Bank Mestika in Medan City. The sample used in this study has the characteristics of male and female customers of Bank Mestika who have an m-banking application in Medan City with a total of 125 respondents. Processing and analyzing data in this study is by using SPSS version 25 as software for processing data. These empirical findings indicate that from the data processing that has been carried out, on the Bank Mestika M-Banking object the results of 5 hypotheses are accepted there is a significant relationship between Site Organization, User Friend-liness, Personal Need, Efficiency, to Electronic Customer Satisfaction, and Electronic Customer Satisfaction to Electronic Customer Loyalty. In addition, there are 2 hypotheses that are rejected, namely the relationship between Reliability, Responsiveness to Electronic Customer Satisfaction.