Citation:

Maris Agung Triandewo, Fasya Satwika Adara. "Factors Influencing Customer Satisfaction Mediated by Employee Etiquette and Technical Selling Skills among Users of Livin’ by Mandiri" International Research Journal of Economics and Management Studies, Vol. 4, No. 2, pp. 43-53, 2025.

Abstract:

This research examines the impact of Customer-Oriented Behavior, Employee Etiquette, and Technical Selling Skills on Customer Satisfaction in the banking sector. It also explores the mediating roles of Employee Etiquette and Technical Selling Skills in the relationship between Customer-Oriented Behavior and Customer Satisfaction. Data were collected using a 5-point Likert scale questionnaire from active Bank Mandiri customers in Jakarta and Bekasi who use the Livin’ by Mandiri application and interact with bank staff. A total of 309 responses were analyzed using SmartPLS 4.0 to test the proposed hypotheses. The findings reveal that Customer-Oriented Behavior, Employee Etiquette, and Technical Selling Skills have a significant positive impact on Customer Satisfaction. Furthermore, Employee Etiquette and Technical Selling Skills mediate the relationship between Customer-Oriented Behavior and Customer Satisfaction. These results suggest that bank employees should adopt CustomerOriented Behavior, improve their Etiquette, and refine their Technical Selling Skills to enhance customer satisfaction. By focusing on these aspects, banks can deliver higher service quality and foster stronger customer relationships, ensuring sustained satisfaction and loyalty.

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Keywords:

Customer Satisfaction, Technical Selling Skills, Employee Etiquette and Customer-Oriented Behavior.