Analisis Kepuasan Nasabah (Studi pada Produk Livin’by Mandiri di Kota Semarang)

Satriyani, Hanifa (2025) Analisis Kepuasan Nasabah (Studi pada Produk Livin’by Mandiri di Kota Semarang). Skripsi thesis, STIE Bank BPD Jateng.

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Abstract

This research began with an issue that attracted attention in the Livin' by Mandiri application. Although this application has a relatively high number of users, the ratings given by users are relatively low. This mismatch between the large number of users and low ratings raises the question of what factors cause users to be dissatisfied with the Livin' by Mandiri application. Therefore, this study aims to analyze the influence of ease of use, security, and trust on customer satisfaction who use the Livin' by Mandiri application in Semarang City. The research sample was taken using a purposive sampling technique with certain criteria, involving 97 respondents who are Livin' by Mandiri users in Semarang City. This study used a questionnaire with a Likert Scale of 1-5 to collect data, which was then analyzed using SPSS version 24. The results of the analysis showed that ease of use of the application, security, and trust have a significant positive impact on customer satisfaction. This means that these three factors are very important in determining customer satisfaction. Therefore, Bank Mandiri is advised to continue to improve the quality of Livin' by Mandiri services, especially in the aspects of ease, security, and trust, to create a satisfying user experience.

Item Type:	Thesis (Skripsi)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Wisudawan S1
Date Deposited:	24 Oct 2025 01:29
Last Modified:	24 Oct 2025 01:29
URI:	http://eprints.stiebankbpdjateng.ac.id/id/eprint/2991

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