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The Effect of Responsiveness, Efficiency, Reliability, Security on Customer Satisfaction and Loyalty Using the Livin by Mandiri Application on Bank Mandiri Kcp Depok 1 Customers

Year: 2024

Type: article

Abstract: This study aims to test and analyze the effect of Responsiveness, Efficiency, Reliability, Security, on Customer Satisfaction and Loyalty Using the Livin by Mandiri Application on Bank Mandiri KCP Depok 1 Customers. Primary data collection was carried out for 1 month using a research sample of 99 respondents. This study used a descriptive research design approach with empirical data collected through online surveys. Empirical data is then processed using the Structural Equation Modeling approach to test a number of hypotheses proposed. The results of this study Responsiveness affect Customer Satisfaction and Customer Satisfaction affects Loyalty. Meanwhile, Efficiency, Reliability, Security does not affect Customer Satisfaction.

Source: Journal of Accounting, Management and Islamic Economics

DOI: 10.35384/jamie.v2i2.633

Authors: Sinta Trisnawati, Erric Wijaya

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

OpenAlex ID: W4407419663

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