ABSTRACT

Bank BJB is one of the banks that provide mobile banking services, namely the
DIGI by Bank BJB application. The services in the BJB DIGI application are
DIGI NET, DIGI SMS, DigiCash, and DIGI Mobile. This application makes it
easier for Bank BJB customers to make transactions and provide a forum for
promotions. So that this application must be able to function properly when used
by Bank BJB customers. This study aimed to determine the effect of service
quality and promotion on consumer loyalty using the BJB DIGI application in the
city of Bandung. This research was conducted by distributing questionnaires to
130 samples, namely customers of Bank BJB. The type of this research is
quantitative research. While the research method used is descriptive verification.
Data processing is done using SPSS V. 25.0. The results of this study show that
service quality significantly affects consumer loyalty variables for users of the
BJB DIGI application.

Keywords: BJB DIGI, Service Quality, Consumer Loyalty, Mobile Banking,

Promotion