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| Analysis of Factors Influencing Customer Attitudes and Interests in Using Livin' by Mandiri Based on Structural Equation Modeling (SEM) Method with Partial Least Square Approach
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Eilien Graciela Fernanda, Ardi Kurniawan, Elly Ana, Sediono, Nur Chamidah
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Abstract:
This research was conducted with the aim of knowing how much influence convenience, security, and perceived usefulness on customer attitudes and customer interest on bank Mandiri Surabaya customers who use the Livin' by Mandiri application. . The sample research method used in this study is the Purposive Sampling method with a total of 105 respondents. The calculation uses the Partial Least Square (PLS) method with the help of SmartPLS software. Hypothesis testing with a significant level of 5% obtained a structural model which shows that the variables of convenience, security, and perceived usefulness have a significant effect on customer attitudes. While the variables that affect customer interest are customer attitudes and convenience. However, the perceived usefulness variable does not have a significant effect on customer interest. Therefore, Bank Mandiri needs to make improvements so that perceptions of usability can have a significant impact on customer interest as a form of effort and innovation to increase user interest in the Livin' by Mandiri application. The value of the coefficient of determination on the customer attitude variable can be explained through the exogenous latent variables of convenience, security, and perceived usefulness of 92.5%, while the remaining 7.5% is explained by other factors not included in the study. Then the variable of customer interest can be explained by customer attitudes, convenience and perceived usefulness of 90.1%, while the remaining 9.9% can be explained by other factors not included in the study
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