ANALYSIS OF CUSTOMER SATISFACTION WITH LIVIN BY MANDIRI VIRTUAL CREDIT CARD FEATURES

Penulis

  • Iman Ary Hartono Universitas Gunadarma
  • Onny Marleen Universitas Gunadarma
  • Meilani Basaria Siregar Universitas Gunadarma

DOI:

https://doi.org/10.33480/techno.v20i2.6225

Kata Kunci:

Livin By Mandiri, PIECES Method, Satisfaction Level, Virtual Credit Card Feature

Abstrak

Credit cards are a payment method that replaces cash, enabling transactions at various locations that accept them. Credit cards can be physical or virtual, with virtual cards facilitating transactions without the need for a physical card. Bank Mandiri offers virtual credit cards to support digital transactions, providing benefits such as discounts and cashback. Although Bank Mandiri experienced a decline in credit card usage during the pandemic, there has been a post-pandemic upward trend influenced by the features of the virtual credit card in Livin' by Mandiri. This is attributed to customer satisfaction, which has become a key factor in this increase. However, as of now, there has been no research conducted on customer satisfaction regarding the virtual credit card feature in Livin' by Mandiri. Therefore, this study aims to analyze customer satisfaction levels with the virtual credit card feature using the PIECES Method (Performance, Information, Economy, Control, Efficiency, and Service). To support the theoretical framework of this issue, relevant journal reviews and data collection through questionnaires were conducted, with the population size based on Bank Mandiri's annual reports for 2022–2023. The analysis of the questionnaire data, employing the PIECES method and the Likert Scale, revealed the highest scores in the categories of Performance and Service, both scoring 4.20. The Efficiency category scored 4.19, while the Information and Control categories each scored 4.15. The lowest score was observed in the Economy category, with a score of 4.13. Therefore, it can be concluded that customers are satisfied.

Referensi

Asrulla, Risnita, Jailani, M. S., & Jeka, F. (2023). Populasi dan Sampling (Kuantitatif), Serta Pemilihan Informan Kunci (Kualitatif) dalam Pendekatan Praktis. Jurnal Pendidikan Tambusai, 7(3), 26320–26332.

Dudiyanto, M., Manajemen, P., Ekonomi, F., & Naskah, I. (2021). Pertumbuhan Kartu Kredit Di Indonesia Dalam Pandemi Covid’19. Jurnal Manajemen, 11(1), 34–41. https://doi.org/10.26460/jm.v11i1.2017

Haqqi, A. M. L., & Ilmi, M. K. (2023). Pengaruh Second Account Instagram Terhadap Self-Disclosure Mahasiswa Ilmu Komunikasi Angkatan 2022 Universitas Islam Negeri Sunan Ampel Surabaya. UIN Sunan Ampel Surabaya, December, 1–12.

Hasibuan, R. M., Harahap, F., & Lubis, A. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasaan Pelanggan di Cafe Vanilla Panyabungan. Jurnal Misi Institut Pendidikan Tapanuli Selatan (IPTS), 4(3), 175–182.

Hermina, D., & Huda, N. (2024). Memahami Populasi dan Sampel : Pilar Utama dalam Penelitian Kuantitatif. 5(12), 5937–5948.

Imtihan, I., Hasan, I., & Anisak, P. (2021). Analisis Faktor-Faktor yang Mempengaruhi Minat Nasabah dalam Menggunakan Kartu Kredit. Jurnal Ecogen, 4(2), 240. https://doi.org/10.24036/jmpe.v4i2.11037

Isma, N., & Yusuf, M. (2025). The Influence of the Implementation of Extracurricular Activities of the Islamic Propagation Agency on the Practice of Religious Worship at Mutia Rahma Bulu Cina Middle School , Hamparan Perak District. 5(1), 211–215. https://doi.org/10.30596/jcositte.v1i1.xxxx

Kirana, C. A. D., & Harahap, A. S. (2022). Pendukung Keputusan dalam Penilaian Pegawai Pemerintah Non Pegawai Negeri menggunakan Metode Entropy. JURIKOM (Jurnal Riset Komputer), 9(1), 159. https://doi.org/10.30865/jurikom.v9i1.3846

Lalujan, V. V., & Rahardja, Y. (2023). Analisis Tingkat Kepuasan Pengguna Layanan E-Wallet DANA Menggunakan Metode PIECES. Journal of Information Technology Ampera, 4(3), 207–221.

Loindong, A. S. G., Tewal, B., & Sendow, G. M. (2023). Pengaruh Locus of Control dan Motivasi Kerja Terhadap Kepuasan Kerja Pegawai di Era Pandemi Covid-19 (Studi Kasus di Kantor SatPol-PP Kota Tomohon). Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 11(4), 110–121. https://doi.org/10.35794/emba.v11i4.51021

Maulidiah, E. P., Survival, S., & Budiantono, B. (2023). Pengaruh Fasilitas Terhadap Kualitas Pelayanan Serta Implikasinya Pada Kepuasan Pelanggan. Jurnal Economina, 2(3), 727–737. https://doi.org/10.55681/economina.v2i3.375

Naibaho, A. B., Anggraini, D., & Wardijono, B. A. (2021). Pendahuluan Metode Penelitian Metode. Jurnal Ilmiah KOMPUTASI, 21(4), 319–330.

Prawiyogi, A. G., Sadiah, T. L., Purwanugraha, A., & Elisa, P. N. (2021). Penggunaan Media Big Book untuk Menumbuhkan Minat Membaca di Sekolah Dasar. Jurnal Basicedu, 5(1), 446–452. https://doi.org/10.31004/basicedu.v5i1.787

Wandri, R., Nastasia, K., & Mariana, R. (2021). Optimisme Masa Depan pada Narapidana Kasus Pembunuhan ditinjau Berdasarkan Dukungan Sosial dari Keluarga di LAPAS Klas IIA Kota Padang. Psyche 165 Journal, 14(1), 113–120. https://doi.org/10.35134/jpsy165.v14i1.102

Wibisono, E. A., Agustina, F., Arief, R., & Marleen, O. (2024). Analisis Tingkat Kepuasan Nasabah Fitur Sukha Pada Aplikasi Livin’ by Mandiri Menggunakan Metode PIECES. Smart Comp: Jurnalnya Orang Pintar Komputer, 13(2), 235–246. https://doi.org/10.30591/smartcomp.v13i2.5373

##submission.downloads##

Diterbitkan

2025-09-25

Cara Mengutip

Hartono, I. A., Marleen, O., & Siregar, M. B. (2025). ANALYSIS OF CUSTOMER SATISFACTION WITH LIVIN BY MANDIRI VIRTUAL CREDIT CARD FEATURES. Jurnal Techno Nusa Mandiri, 20(2), 151–159. https://doi.org/10.33480/techno.v20i2.6225

Terbitan

Vol 20 No 2 (2025): Techno Nusa Mandiri : Journal of Computing and Information Technology Period of September 2025

Bagian

Articles

Lisensi

Hak Cipta (c) 2025 Iman Ary Hartono, Onny Marleen, Meilani Basaria Siregar

Creative Commons License

Artikel ini berlisensi Creative Commons Attribution-NonCommercial 4.0 International License.

The copyright of any article in the TECHNO Nusa Mandiri Journal is fully held by the author under the Creative Commons CC BY-NC license. The copyright in each article belongs to the author. Authors retain all their rights to published works, not limited to the rights set out on this page. The author acknowledges that Techno Nusa Mandiri: Journal of Computing and Information Technology (TECHNO Nusa Mandiri) is the first to publish with a Creative Commons Attribution 4.0 International license (CC BY-NC). Authors can enter articles separately, manage non-exclusive distribution, from manuscripts that have been published in this journal into another version (for example: sent to author affiliation respository, publication into books, etc.), by acknowledging that the manuscript was published for the first time in Techno Nusa Mandiri: Journal of Computing and Information Technology (TECHNO Nusa Mandiri); The author guarantees that the original article, written by the stated author, has never been published before, does not contain any statements that violate the law, does not violate the rights of others, is subject to the copyright which is exclusively held by the author. If an article was prepared jointly by more than one author, each author submitting the manuscript warrants that he has been authorized by all co-authors to agree to copyright and license notices (agreements) on their behalf, and agrees to notify the co-authors of the terms of this policy. Techno Nusa Mandiri: Journal of Computing and Information Technology (TECHNO Nusa Mandiri) will not be held responsible for anything that may have occurred due to the author's internal disputes.