ANALISIS PENGARUH PERSEPSI KEMUDAHAN, KEAMANAN, DAN KUALITAS LAYANAN DIGITAL TERHADAP LOYALITAS PENGGUNA LIVIN' BY MANDIRI GEN Z

Nayaka Shidqi Putera Hutomo, . (2025) ANALISIS PENGARUH PERSEPSI KEMUDAHAN, KEAMANAN, DAN KUALITAS LAYANAN DIGITAL TERHADAP LOYALITAS PENGGUNA LIVIN' BY MANDIRI GEN Z. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Major changes in people's preferences and how they use financial services have been caused by digital transformation in the banking industry, especially among Generation Z, who are very familiar with technology. The purpose of this study is to determine the extent to which perceptions of convenience, security, and quality of digital services in the Livin' By Mandiri app influence their loyalty. This study was conducted using quantitative methods through Google Form and involved one hundred people who met the criteria for active application use. To analyze the data, the Partial Least Square–Structural Equation Modeling (PLS-SEM) method was used. The results showed that the security and quality of digital services did not have a direct impact on user loyalty; instead, the perception of ease of use had a positive and significant impact on user loyalty. These results show that ease of use is more important and influential in fostering loyalty than security and digital service quality, which have been considered fundamental components of digital banking services. This research is expected to help the banking industry develop strategies to create digital services that are more suited to the demands of young customers. Keywords: Perceived Ease of Use, Security, Digital Service Quality, User Loyalty

Item Type:	Thesis (Skripsi)
Additional Information:	[No Panggil : 2210111225] [Pembimbing/Penguji II : Maria Assumpta Wikantari] [Penguji I : Alfatih Sikki Manggabarani] [Ketua Penguji : Anastasia Bernadin Dwi Mardiatmi]
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions L Education > L Education (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User:	NAYAKA SHIDQI PUTERA HUTOMO
Date Deposited:	19 Jan 2026 03:51
Last Modified:	17 Mar 2026 02:12
URI:	http://repository.upnvj.ac.id/id/eprint/41566

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