ANALISIS PENGARUH E-SERVICE QUALITY TERHADAP MANFAAT DAN KEPERCAYAAN NASABAH PENGGUNA LIVIN BY MANDIRI PADA PT. BANK MANDIRI (PERSERO)TBK (Studi Kasus Pada Nasabah Kcp Jakarta Akr Gallery West)

Sifa Nur  Kallisa; Bambang  Budhijana

Authors

Sifa Nur Kallisa STIE Indonesia Banking School
Bambang Budhijana STIE Indonesia Banking School

Keywords:

Benefit and customers trust, Fulfillment, Responsiveness, Easy of use, Reliability, Convenience, Security, Privacy

Abstract

This study aims to determine the effect of E-Service quality on the benefit and trust of customers who use Livin by Mandiri at PT. Bank Mandiri (Persero) Tbk.Case studies on KCP Jakarta AKR Gallery West costumers. This data collection technique uses a questionnaire with a sample selection of 215 customer's respondents from bank Mandiri KCP Jakarta AKR Gallery West. In this study the dependent variables are customers' benefit and trust with the independent variable’s fulfillment, Responsiveness, ease of use, Reliability, Convenience, Security and Privacy. This research uses structural equation model (SEM) Analysis. This studies use 24 statement indicators using a Likers scale (1-6).1. Fulfillments has positive effect on customers benefit and trust.2.Responsiveness has no positive effect on customers benefit and trust.3.Ease of use has no positive effect on customers benefit and trust.4.Reliability has no positive effect on customers benefit and trust.5.Convenience has no positive effect on customers benefit and trust.6.Security has very positive effect on customers benefit and trust and 7.Privacy has very positive effect on customers benefit and trust.

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ANALISIS PENGARUH E-SERVICE QUALITY TERHADAP MANFAAT DAN KEPERCAYAAN NASABAH PENGGUNA LIVIN BY MANDIRI PADA PT. BANK MANDIRI (PERSERO)TBK (Studi Kasus Pada Nasabah Kcp Jakarta Akr Gallery West)

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