International Journal of Research and Review DOI: https://doi.org/10.52403/ijrr.20210878 Vol.8; Issue: 8; August 2021 Website: www.ijrrjournal.com Research Paper E-ISSN: 2349-9788; P-ISSN: 2454-2237 International Journal of Research and Review (ijrrjournal.com) 587 Vol.8; Issue: 8; August 2021 The Influence of E-Service Quality and Relational Marketing on E-Satisfaction in Using Mobile Banking through User Experience at Bank Syariah Mandiri Medan Petisah Branch Office Cindy Ayu Putri 1 , Paham Ginting 2 1 Postgraduate Students Department of Management, Faculty of Economics and Business at University of Sumatera Utara, Indonesia 2 Postgraduate Lecturer Department of Management, Faculty of Economics and Business at University of Sumatera Utara, Indonesia Corresponding Author: Cindy Ayu Putri ABSTRACT Sharia banking is a banking system developed according to the Islamic sharia Bank Syariah Mandiri as a sharia bank in Indonesia which applies this system among conventional banks which appear in large numbers. The objective of the research is to analyze the influence e-service quality and relational marketing on e- satisfaction in using mobile banking through user experience. The research uses quantitative research method associative approach which aims to find out the correlation between two or more variables. The data is gathered by using structured questionnaires with 5 points of interval scale. The population is 1.475 clients who use mobile banking of Mandiri Syariah Mobile and 315 of them are taken as the samples by using Slovin formula and simple random sampling technique. The gathered data are analyzed by using statistic method with SEM Smart PLS. The result of the research shows that e-service quality and relational marketing has a positive but insignificant influence on e-satisfaction. User experience has a positive and significant influence on e- satisfaction. E-service quality and relational marketing has a positive and significant influence on user experience. E-service quality and relational marketing has a positive and significant influence on e-satisfaction through user experience. Keywords: E-service quality, Relational marketing, E-satisfaction, User experience INTRODUCTION Sharia bank is a financial services company which is being developed that still require improvement in order to improve the quality of service for its customers. To improve the ability to compete against conventional banks, then the sharia banks should prioritize the quality of the services in accordance with the tastes of the customer and professional service, so that customer satisfaction is met. The level of competition that the higher resulted in sharia banks should still exist and are capable of competing against conventional banks (Wiwoho, 2014). At the time this was going on the transformation of banking. How the best bank in the world to respond to these changes and how the principles of the main competitors to force us to think about banking in a different way. One of them is a transaction with a smartphone have exceeded the transaction branch, but the bank is still centered on the branch in both the organization and design (King, 2020). With the increasing number of banks that apply the principles of sharia, both sharia banks or sharia business units, there is a big challenge for them for providing a