Analisis Deskriptif Tingkat E-Trust, E-Service Quality, Price Perception dan E-Satisfaction Nasabah Pengguna Mobile Banking Livin By Mandiri di Yogyakarta

Ayu Mei Saharani, Fitri Damayanti Berutu, S.E., S.S., M.Sc.

2026 | Tugas Akhir | D4 PERBANKAN

Penelitian ini bertujuan untuk menganalisis tingkat e-trust, e-service quality, price perception dan e-satisfaction nasabah pengguna mobile banking Livin by Mandiri di Yogyakarta secara positif, valid, dan signifikan dilihat dari nilai signifikan 0,001 < 0>nonprobability sampling tipe accidental sampling yang terdiri dari 30 partisipan untuk pengujian pilot test, dan 163 partisipan untuk penelitian utama yang menggunakan mobile banking Livin by Mandiri di Yogyakarta. Teknik analisis data yang digunakan adalah teknik analisis deskriptif, serta uji yang digunakan yaitu uji validitas dan uji reliabilitas. Metode pengumpulan data melalui penyebaran kuesioner kepada pengguna mobile banking Livin by Mandiri di Yogyakarta. Pada hasil penelitian menunjukkan bahwa analisis e-trust, e-service quality, price perception dan e-satisfaction nasabah pengguna mobile banking Livin by Mandiri di Yogyakarta dengan nilai signifikan <0>e-satisfaction pengguna mobile banking Livin by Mandiri di Yogyakarta. Nilai uji reliabilitas yang didapat dari hasil pengolahan data pada SPSS Statistics yaitu memperoleh nilai Cronbachs Alpha sebesar 0,751 lebih besar dari 0,60 yang berarti bahwa penelitian ini dinyatakan reliabel.

This study aims to analyze the levels of e-trust, e-service quality, price perception, and e-satisfaction among Livin by Mandiri mobile banking users in Yogyakarta in a positive, valid, and significant, as indicated by a significance level of 0.001 < 0>, using nonprobability sampling of the accidental sampling type, consisting of 30 participants for the pilot test and 163 participants for the main study who use Livin by Mandiri mobile banking in Yogyakarta. The data analysis technique used was descriptive analysis, and the tests employed were validity and reliability tests. The data collection method involved distributing questionnaires to users of Livin by Mandiri mobile banking in Yogyakarta. The research results showed that the analysis of e-trust, e-service quality, price perception, and e-satisfaction among Livin by Mandiri mobile banking users in Yogyakarta revealed a significant value for e-satisfaction among these users. The reliability test value obtained from data processing in SPSS Statistics yielded a Cronbachs Alpha value of 0.751, which is greater than 0.60, meaning that this study is considered reliable.

Kata Kunci : E-Trust, E-Service Quality, Price Perception, E-Satisfaction