Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Jurnal Samudra Ekonomi dan Bisnis
Azizah, Alfimalia Nurul
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Anteseden Loyalitas dan Keterlibatan Pelanggan terhadap Penggunaan Chatbot “MITA” Bank Mandiri Azizah, Alfimalia Nurul; Hartono, Arif
Jurnal Samudra Ekonomi dan Bisnis Vol 16 No 3 (2025): JSEB
Publisher : Fakultas Ekonomi dan Bisnis Universitas Samudra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33059/jseb.v16i3.11136

Abstract

This study aims to evaluate the influence of trust on customer loyalty and engagement in the use of the “MITA” chatbot by Bank Mandiri trough WhatsApp Business. The analyze factors include privacy and security concerns, dispositional trust, technology fear, and ubiquity. Using a quantitative method with PLS-SEM analysis, data were collected trough an online survey of Bank Mandiri customers who have used the MITA chatbot. The findings reveal that privacy and security concerns, as well as technology fear, negatively affect trust, while dispositional trust and ubiquity have a positive impact. Furthermore, user trust in the chatbot plays a crucial role in enhancing customer loyalty and engagement with digital banking services.
Co-Authors Hartono, Arif