Jesselyn, Jesselyn (2022) The influence of reliability, security, app design and customer service toward e-banking satisfaction and e-banking loyalty Livin' by Mandiri apps in Medan. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Due to the existence of pandemic Covid-19 and the technology advancement, there is an extraordinary impact in the world includes the Indonesian people. During the pandemic, the population is motivated to do all things from home like having online banking transaction for avoiding the increase of Covid-19 cases. It is very essential for Livin’ by Mandiri which is under Bank Mandiri as the biggest bank in Indonesia to improve the e-banking loyalty of customers in using the mobile banking in the purpose of facing fierce competitors. Primary and secondary data is conducted in this study, which questionnaires are given to Livin’ by Mandiri users in Medan. The sampling technique used is the non-probability sampling, specifically snowball sampling. The research data is analyzed using SPSS 25.0 software, the research model is being examined using normality, heteroscedasticity, multicollinearity and linearity test. For further investigation on the data, the research used multiple linear regression and the coefficient of determination tests, Hypotheses test are conducted with F-Test, T-Test, and Sobel Test. The study has objective on determining between Reliability, Security, App Design and Customer Service has the greatest influence on E-Banking Satisfaction and E-Banking Loyalty Livin’ by Mandiri apps in Medan. The study has shown that Security and App Design have significant influence toward E-Banking Loyalty of Livin’ by Mandiri partially and simultaneously. Reliability, Security, App Design and Customer Service has significant influence toward E-Banking Satisfaction of Livin’ by Mandiri partially and simultaneously. Reliability and Customer Service have not significant influence toward E-Banking Loyalty of Livin’by Mandiri partially but simultaneously. Moreover, E-Banking Satisfaction mediates the effect of Reliability, Security, App Design and Customer Service on the E-Banking Loyalty of Livin’ by Mandiri users in Medan. / Akibat munculnya pandemi Covid-19 dan kemajuan teknologi, terdapat dampak luar biasa di dunia termasuk masyarakat Indonesia. Selama pandemi, penduduk didorong untuk melakukan segala hal dari rumah seperti melakukan transaksi perbankan online untuk menghindari peningkatan kasus Covid-19. Penting bagi Livin' by Mandiri yang berada di bawah Bank Mandiri sebagai bank terbesar di Indonesia untuk meningkatkan E-Loyalitas Perbankan dalam menggunakan mobile banking dengan tujuan menghadapi kompetitor yang ketat. Data primer dan sekunder dilakukan dalam penelitian ini, yang kuesionernya diberikan kepada Livin' oleh pengguna Mandiri di Medan. Teknik sampling yang digunakan adalah non-probability, yaitu snowball sampling. Data penelitian dianalisis menggunakan software SPSS 25.0, model penelitian yang diteliti menggunakan uji normalitas, heteroskedastisitas, multikolinearitas dan linearitas. Untuk penyelidikan lebih lanjut pada data, penelitian menggunakan regresi linier berganda dan uji koefisien determinasi, uji hipotesis dilakukan dengan Uji-F, Uji-T, dan Uji Sobel. Penelitian ini memiliki tujuan untuk menentukan antara keandalan,keamanan,rancangan aplikasi dan layanan pelanggan memiliki pengaruh terbesar terhadap E-Kepuasan Perbankan dan E-Loyalitas Perbankan aplikasi Livin' by Mandiri di Medan. Penelitian ini menunjukkan bahwa keamanan and desain aplikasi memiliki pengaruh yang signifikan terhadap E-Loyalitas Perbankan aplikasi Livin' by Mandiri secara parsial dan simultan. Keandalan, Keamanan, Desain Aplikasi dan Layanan Pelanggan memiliki pengaruh yang signifikan terhadap E-Kepuasan Perbankan aplikasi Livin' by Mandiri secara parsial dan simultan. Keandalan dan layanan pelanggan tidak memiliki pengaruh yang signifikan terhadap E-Perbankan Loyalitas aplikasi Livin' by Mandiri secara parsial namun simultan. Selain itu, E-Kepuasan Perbankan memediasi pengaruh keandalan, keamanan, rancangan aplikasi dan layanan pelanggan terhadap E-Loyalitas Perbankan aplikasi Livin' by Mandiri di Medan.
| Item Type: | Thesis (Bachelor) | ||||||||
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| Uncontrolled Keywords: | reliability; security; app design; customer service; e-banking satisfaction; e-banking loyalty | ||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | University Subject > Current > Faculty/School - UPH Medan > Business School > Management Current > Faculty/School - UPH Medan > Business School > Management |
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| Depositing User: | Users 23414 not found. | ||||||||
| Date Deposited: | 20 Feb 2023 10:23 | ||||||||
| Last Modified: | 20 Feb 2023 10:23 | ||||||||
| URI: | http://repository.uph.edu/id/eprint/54243 |
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The influence of reliability, security, app design and customer service toward e-banking satisfaction and e-banking loyalty Livin' by Mandiri apps in Medan. (deposited 13 Feb 2023 09:52)
- The influence of reliability, security, app design and customer service toward e-banking satisfaction and e-banking loyalty Livin' by Mandiri apps in Medan. (deposited 20 Feb 2023 10:23) [Currently Displayed]
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