Pengaruh E-Service Quality Terhadap E-Customer Satisfaction dan E-Customer Loyalty Pada Aplikasi Livin’ By Mandiri
DOI:
https://doi.org/10.35384/jemp.v10i3.649Keywords:
mobile banking, customer satisfaction, customer loyalty, banking, service quality, Bank MandiriAbstract
Penelitian ini bertujuan untuk mengetahui apakah E-Service Quality berpengaruh terhadap E-Customer
Satisfaction dan E-Customer Loyalty dalam menggunakan mobile banking Livin’ by Mandiri. Seperti yang kita tahu, mobile banking kini sudah menjadi kebutuhan bagi masyarakat karena dianggap efektif dalam
melakukan transaksi keuangan sehari-hari. Peneliti menggunakan aplikasi Smart-PLS (Partial Least Square)
untuk mengolah data penelitian ini. Hasil penelitian menunjukkan bahwa E-Service Quality terbukti memiliki
pengaruh positif terhadap E-Customer Satisfaction dan E-Customer Loyalty dalam menggunakan mobile
banking Livin’ by Mandiri yang membuat pengguna mobile banking Livin' by Mandiri pada followers akun
Instagram @bankmandiri terus menggunakan mobile banking Livin' by Mandiri hingga saat ini.
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