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Suyatno Suyatno
Magister Administrasi Bisnis, Universitas Lambung Mangkurat, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Pengaruh Kualitas Layanan Livin By Mandiri Terhadap Kepuasan dan Loyalitas Nasabah PT Bank Mandiri Di Banjarmasin Pada Masa Pandemi Covid-19 Olivia Januarti; Suyatno Suyatno
JURNAL BISNIS DAN PEMBANGUNAN Vol 11, No 2 (2022): JULI 2022
Publisher : Universitas Lambung Mangkurat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20527/jbp.v11i2.14996

Abstract

ABSTRACT The research method used is positivistic, explanatory causality, data collection using a survey method with a sample size of 225 customers using Livin by Mandiri services in 5 sub-districts in Banjarmasin Kota. Data collection was carried out using the e-survey method. The google form questionnaire was distributed via facebook. The data analysis technique uses path analysis techniques. Data calculation using the SPSS Version 26 application.The results of the study prove that the service quality of Livin by Mandiri had a direct and significant positive effect on Customer Satisfaction and Loyalty. Customer satisfaction directly has a significant positive effect on loyalty. Customer satisfaction mediates a significant positive on the effect of Livin by Mandiri's service quality on customer loyalty using the application. Keywords: Livin by Mandiri, Service Quality, Satisfaction, Loyalty, Covid-19 Pandemic
Co-Authors Olivia Januarti