Analysis of The Effect of Reliability, Privacy and Security, Website Design, Customer Service and Support, and Satisfaction towards Loyalty of Livin’ by Mandiri users in Medan

Abstract

Along with the rapid development of technology coupled with the Covid-19 pandemic, the internet has become an important necessity and has made mobile banking such as Bank Mandiri mobile banking (Livin’ by Mandiri) increasingly popular because of its efficiency. This research is conducted with the aim of knowing the effect of Reliability, Privacy and Security, Website Design, Customer Service and Support, and Satisfaction on Loyalty of Livin’ by Mandiri users in Medan. With the results of the analysis of the research that has been done. The results of this study are expected to be a reference for Bank Mandiri to consider the existing variables as the main key to getting customer loyalty. This is a causal research that used quantitative as a research method with data processing using AMOS 22.0. Collecting data through questionnaires by collecting 125 respondents from Mandiri mobile banking users in Medan. Results of this research shows that reliability, privacy and security, website design, and customer service and support have no signifikan effect towards loyalty; reliability, privacy and security, and website design have no significant effect towards satisfaction. While customer service and support has significant effect towards satisfaction; and satisfaction have significant effect towards loyalty.