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All Journal Jurnal technoscientia Jurnal Teknologi JURNAL PASTI (PENELITIAN DAN APLIKASI SISTEM DAN TEKNIK INDUSTRI) Jurnal IPTEK JURNAL REKAYASA SISTEM INDUSTRI JATI EMAS (Jurnal Aplikasi Teknik dan Pengabdian Masyarakat) JURNAL TEKNOLOGI TECHNOSCIENTIA INVENTORY : Industrial Vocational E-Journal On Agroindustry Jurnal Senopati : Sustainability, Ergonomics, Optimization, and Application of Industrial Engineering Jurnal Manajemen dan Teknologi Rekayasa Journal of Industrial Community Empowerment SAINTI: Majalah Ilmiah Teknologi Industri
Nofan Hadi Ahmad
Politeknik ATI Padang
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Journal : JURNAL TEKNOLOGI TECHNOSCIENTIA

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ANALISIS KUALITAS LAYANAN LIVIN’ BY MANDIRI MENGGUNAKAN ELETRONIC SERVICE QUALITY DAN KANO (Studi Kasus : PT Bank Mandiri (Persero) Tbk, KCP Pekanbaru Panam) Tri Novita Sari; Nofan Hadi Ahmad; Asri Amalia Muti
JURNAL TEKNOLOGI TECHNOSCIENTIA Technoscientia Vol 16 No 2 Maret 2024
Publisher : Lembaga Penelitian & Pengabdian Kepada Masyarakat (LPPM), Universitas AKPRIND Indonesia Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34151/technoscientia.v16i2.4621

Abstract

The increasingly rapid competition for digital services in industry 4.0 is no exception in the banking world, encouraging every bank to continue to innovate in its digital services. PT Bank Mandiri as one of the largest banks in Indonesia strives to continue to innovate in its digital services, one of which is Livin' by Mandiri which is useful for making transactions easier for customers anytime and anywhere. However, there are still customer complaints regarding the use of Livin' by Mandiri, including customers at PT Bank Mandiri KCP Pekanbaru Panam demanding quality improvements. Quality analysis of Livin' by Mandiri services using Electronic Service Quality (E-ServQual) and Kano is expected to help in improving the quality of digital services owned by Bank Mandiri. A total of 75 customers as respondents with 28 attributes/questions related to the Livin' by Mandiri, the concluded are "The login feature application with user ID and password before being used by customers for all transactions" is the main service that must be maintained, while the "Cardless Cash Withdrawal Feature Application" is a service that must be prioritized for repairs first.
Co-Authors AA Sudharmawan, AA Asri Amalia Muti Asri Amalia Muti Asri Amalia Muti Dabith Ghazali Edo Rantou Wijaya Evi Yuliawati Faizzah, Mustika Ratnawati Fil'aini, Raizummi Ghazali, Dabith Hadigufri Triha Helmi, Adlina Safitri Indah Kurnia Ramadhani Khairul Akli Muti, Asri Amalia Nurike Oktavia, Nurike Purba, Ari Pranata Primisa Putri Putri, Putri Ridha Luthvina Rizki Fadhillah Lubis Tri Novita Sari, Tri Novita Wahyuni Amalia