Jurnal Samudra Ekonomi dan Bisnis
Vol 16 No 3 (2025): JSEB

Anteseden Loyalitas dan Keterlibatan Pelanggan terhadap Penggunaan Chatbot “MITA” Bank Mandiri

Azizah, Alfimalia Nurul (Unknown)
Hartono, Arif (Unknown)

Article Info

Publish Date
09 Sep 2025

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.

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Journal Info
Jurnal Samudra Ekonomi dan Bisnis
Website

Abbrev

jseb

Publisher

Universitas Samudra

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

FOCUS Jurnal Samudra Ekonomi dan Bisnis (JSEB) focused on economics, business and management studies and present developments through the publication of research articles, research report, and book reviews. Languages used in this journal are Indonesia and English. SCOPE Jurnal Samudra Ekonomi ...