THE EFFECT OF CONVENIENCE, TRUST, SERVICE QUALITY, AND APPLICATION FEATURES ON CUSTOMER SATISFACTION AMONG GENERATION Z USERS OF LIVIN’ BY MANDIRI IN SEMARANG CITY
DOI:
https://doi.org/10.32497/aamar.v5i1.7555Keywords:
Convenience, Trust, Service Quality, Application Features, Customer SatisfactionAbstract
This study aims to analyze the simultaneous and partial effects of convenience, trust, service quality, and application features on customer satiscation among Generation Z users of Livin’ by Mandiri in Semarang City. In today’s modern era, mobile banking services have become an essential offering by banks to facilitate customers in conducting transactions. Data was collected through a questionnaire method from 100 respondents who are users of Livin’ by Mandiri among Generation Z in Semarang City. The data analysis model uses the Multiple Linear Regression Analysis Model. Meanwhile, the data analysis techniques used the f test, t test, and Coefficient of Dtermination (R2) test. The results indicate that convenience and trust partially have a significant impact, while service quality and app features partially do not have a significant impact on customer satisfaction among Generation Z users of Livin’ by Mandiri in Semarang City. Simultaneously, convenience, trust, service quality, and app features have a significant impact on customer satisfaction among Generation Z users of Livin’ by Mandiri in Semarang City.
References
Azzahra, A., Sari, D. H., & Santika, S. (2024). A N ALISIS KUALITAS LAYA N A N DA N KEMUDAHA N BERTRA N SAKSI MOBILE BANKING / BRIMO TERHADAP KEPUASA N N ASABAH BA N K RAKYAT I N DO N ESIA ( Studi Kasus : PT . Bank Rakyat Indonesia Unit Mt Haryono ). Jurnal Tugas Akhir Mahasiswa Akuntansi POLTEKBA (JMAP), 1–9.
Fatihudin, D., & Firmansyah, M. A. (2019). Pemasaran Jasa. In Deepublish (CV BUDI UTAMA) (1st ed.). DEEPUBLISH (CV BUDI UTAMA).
Firdaus, H. A., Nurhidayah, & Novianto, A. S. (2024). Pengaruh Kepercayaan, Kemudahan dan Kualitas Layanan Terhadap Kepuasan Nasabah (Studi pada Pengguna M-banking Bank BRI di Kota Malang). E-Jurnal Riset Manajemen, 13(01), 3720–3729. http://riset.unisma.ac.id/index.php/jrm
Ghozali, H. I. (2018). APLIKASI ANALISIS MULTIVARIATE Dengan Program IBM SPSS 25 Edisi 9 (9th ed.). Badan Penerbit - Undip.
Huwaida, H., Sri, I., & Muhammad, S. (2022). Pengaruh Kualitas Layanan Digital Banking Terhadap Kepuasan Nasabah Pada PT. Bank Syariah Indonesia. Jurnal INTEKNA, 24(1), 21–29. http://ejutnal.poliban.ac.id/index.php/intekna/issue/archive
Khotijah, S. N., Mawardi, M. C., & Hidayati, I. (2022). Pengaruh Keamanan, Kenyamanan, Kualitas Layanan dan Fitur Aplikasi Terhadap Kepuasan Nasabah Bank Syariah Pengguna Mobile Banking. El-Aswaq: Islamic Economic and Finance Journal, 3(2), 541–551.
Kuncoro, A., & Sudarman. (2018). Metodologi Penelitian Manajemen Dan Bisnis (A. Pramesta (ed.); 1st ed.). CV. ANDI OFFSET.
Lukas, C. M. S., Worang, F. G., & Sumarauw, J. S. B. (2025). PENGARUH FITUR MOBILE BANKING DAN KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA BRI MOBILE BANKING (BRIMO) PADA MAHASISWA FAKULTAS EKONOMI DAN BISNIS UNSRAT ANGKATAN 2020. Jurnal Ekonomi, Manajemen Dan Akuntansi, 3, 104–118. http://jurnal.kolibi.org/index.php/neraca
Pitriani, M. N., & Yuliantari, K. (2024). Analisis Pengaruh Kualitas Layanan dan Kemudahan Dalam Penggunaan Aplikasi Terhadap Kepuasan Pengguna BRImo KCP Cibubur. J - ADBIS (JURNAL ADMINISTRASI BISNIS, 4(2), 74–81.
Prayoga, F. P., Soebroto, N. W., & Wahyuni, M. (2023). Terhadap Kepuasan Nasabah Pengguna Bri Mobile ( Brimo ) Kota Semarang. SIMPATIK (Simposium Nasional Perbankan, Akuntansi Dan Keuangan), 116–127.
Revani, N., Sanusi, U., & Nh, L. (2025). YUME : Journal of Management Pengaruh Kepercayaan , Kemudahan , Risiko Terhadap Kepuasaan Nasabah Bri Dalam Menggunakan M-Bangking. YUME : Journal of Management, 8(1), 1232–1245.
Sahir, S. H. (2022). Buku ini di tulis oleh Dosen Universitas Medan Area Hak Cipta di Lindungi oleh Undang-Undang Telah di Deposit ke Repository UMA pada tanggal 27 Januari 2022 (T. Koryati (ed.); 1st ed.). PENERBIT KBM INDONESIA.
Sani, A. L., Muhajirin, M., & Ovriadin, O. (2024). Pengaruh Keamanan, Kenyamanan, Kualitas Layanan Dan Fitur Aplikasi Mobile Banking Terhadap Kepuasan Nasabah Bank Syariah. Sammajiva : Jurnal Penelitian Bisnis Dan Manajemen, 2(3), 283–309. https://doi.org/https://doi.org/10.47861/sammajiva.v2i3.1257
Shafira, A. S., Sunindyo, A., & Kusuma, S. Y. (2023). Pengaruh Kemudahan, Keamanan, Manfaat, Dan Kepercayaan Terhadap Kepuasan Nasabah Dalam Menggunakan Brimo Di Kota Semarang. Jurnal Ilmiah Research and Development Student (JIS), 1(2), 62–74. https://doi.org/https://doi.org/10.59024/jis.v1i2.318
Soewadji, J. (2012). Pengantar Metodologi Penelitian (1st ed.). Penerbit Mitra Wacana Media.
Sugiyono. (2013). Metodologi Penelitian Kuantitatif, Kualitatif dan R & D. Alfabeta, CV.
Teviana, T., & Nurazizah. (2025). Pengaruh Persepsi Kemudahan Penggunaan Dan Kepercayaan Nasabah Terhadap Kepuasan Nasabah Pengguna Mobile Banking Bsi Kcp Aek Kanopan Labuhanbatu Utara. Journal Of Business, Economics, And Finance, 3(1), 31–42. https://doi.org/https://doi.org/10.37985/benefit.v3i1.1079
Wilyningsih, N. K. A., Syarach, A., & Yuliana, I. (2025). PENGARUH FITUR M-BANKING DAN KEAMANAN TERHADAP. Jurnal Ekonomi Dan Bisnis, 2(1), 21–27. https://e.journal.titannusa.org/index.php/economist
Zulkarnain, M., & et.al. (2023). Bsi Mobile Di Kecamatan Ilir Barat Kota Palembang. J-EBIS (Jurnal Ekonomi Dan Bisnis Islam), 8(2), 267–284. https://doi.org/https://doi.org/10.32505/j-ebis.v8i2.7036
hdhfh89/wd
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Mirasanti Wahyuni, Eka Novita Sari, Aris Sunindyo
This work is licensed under a Creative Commons Attribution 4.0 International License.
