The Impact Of Electronic Service Quality Towards Customer Satisfaction Of Livin Merchant User At PT. Bank Mandiri (Persero ) Tbk.

Abstract

The purpose of this research is to know the impact of e-service quality towards customer satisfaction. This because at KCP Sokaraja found phenomenon improvement number of inactive customers user Livin' Merchant, until September 2024 there were 772 total customers recorded users and only 62 users active and 710 others is inactive. This because customer difficulty understand features and functions on Livin' Merchant. Then, some user with range age 40 years old need longer time to adapt the concept of payment method. So customer decide for no use application Livin' Merchant again because need long time to understand features and payment concepts in Livin' Merchant. This research will be conducted using a quantitative approach.. The subject in this study is customers of PT. Bank Mandiri (Persero), Tbk. who had used and installed the Livin' Merchant application on their smartphones. The determination of the population used non-probability sampling method, that is purposive sampling. The determination of the sample used Slovin formula. The measurement scale used is Likert Scale and the analysis tool used SPSS. The test that used of this research is multiple linear regression. The results of this study will explained more details in the part of discussion.

Keywords: electronics service quality, customer satisfaction, mobile banking .