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All Journal Jurnal Administrasi Bisnis Jurnal Ekonomi & Bisnis PNJ (JEKBIS PNJ) JURNAL ILMU MANAJEMEN DAN BISNIS International Journal of Artificial Intelligence Research BALANCE: Economic, Business, Management and Accounting Journal Jurnal Industri Kreatif dan Kewirausahaan PERWIRA - Jurnal Pendidikan Kewirausahaan Indonesia Jurnal Bisnis dan Kewirausahaan JPMP
Hambalah, Febrina
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Languange, Linguistic, Communication & Media Medicine & Pharmacology Social Sciences

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The Influence of Service Innovation and Service Quality on Customer Satisfaction Users of Mobile Banking Livin' by Mandiri Marsya, Amanda; Hambalah, Febrina
BALANCE: Economic, Business, Management and Accounting Journal Vol 21 No 2 (2024): Juli
Publisher : UMSurabaya Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30651/blc.v21i2.22827

Abstract

This research was conducted with the aim of determining the influence and analyzing service innovation and service quality on customer satisfaction among Livin' by Mandiri mobile banking users. Using a quantitative approach with a survey method using SPSS version 27 tools. Primary data is used as a data source in form of a questionnaire from respondent responses with sampling using purposive sampling using the Slovin formula, then a sample of 99 respondents was obtained. The result show that simultaneously service innovation and service quality have a positive and significant effect on customer satisfaction for Livin' by Mandiri. It is hoped PT Bank Mandiri will always develop service innovation and service quality that is easier, faster, more accurate and comfortable by following technological developments so that it has an impact on increasing customer satisfaction.
Co-Authors Aldri Frinaldi Aniek Sulestiani H. P., A. Q. Candra Mustika Intan Herman Kirana, Anggita Fadia Marsya, Amanda Mu’minin, A. Amirul Nurul Rosana, Nurul Sadewi, Ade Windu Sa’adah, Ainun Robi’ah Lailah Setyowati, Dyah Eko Sofijanto, Mochamad Arief Subagio, Hari Wiwik Handayani