Abstract: The Covid-19 pandemic has brought many changes to life. One of them is in the banking industry, namely Bank Negara Indonesia (BNI). The presence of technology makes BNI must be able to meet the needs of its customers so that loyalty is created. One of the technologies currently available at BNI is a mobile banking application. Mobile banking makes it easy for customers to make financial transactions. This study aims to analyze the impact of the variables of e-service quality, customer satisfaction and loyalty. Questionnaire survey was conducted to 274BNI’s customers who have mobile banking applications. Hypothesis testing is done using Structural Equation Modeling with PLS software. The results of this study indicate that there is a significant effect of e-servqual on customer satisfaction and customer loyalty as well. The conclusion of this research can be applied by BNI to maintain customer satisfaction and loyalty in the future.

Keywords: Electronic Service Quality, Customer Satisfaction, Loyalty