Ilomata International Journal of Management
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Mediation Satisfaction: The Role of Service Quality and Trust to Increasing Customer Loyalty in Bank Indutries
Full text linkCompetition in the banking sector is currently increasing. The banking industry is required to continuously improve services so that it has an impact on customer satisfaction and loyalty. The purpose of this study is to address the inconsistency of results by analyzing the influence of service quality and trust on customer satisfaction and loyalty at PT. BRI Finance Jember. The measuring instrument is a questionnaire with a population of 186 customers of PT. BRI Finance Jember who also served as the research sample. Structural Equation Modeling (SEM) with the help of the WarpPLS application is used in this study to test the hypothesis. Finally, the results of the study show that service quality has an impact on satisfaction. Trust has an impact on satisfaction and loyalty. Service quality has an impact on loyalty. Trust has an impact on loyalty. Satisfaction has an impact on loyalty. In addition, customer satisfaction acts as an intervening variable that strengthens the influence of service quality and trust on customer loyalty. These findings emphasize the importance of improving service quality and building trust as the main strategy in maintaining and increasing customer loyalty of PT. BRI Finance Jember. This research provides practical contributions to applied marketing management and designing service management policies to enhance customer satisfaction and loyalty in financial institutions in Southeast Asia
Analysis of Customer Loyalty Influenced by E-Service Quality and Promotion through Consumer Satisfaction as Mediation Variable
Full text linkThis study aims to analyze the effect of E-Service Quality and Promotion on consumer loyalty, with consumer satisfaction as a mediating variable. In January 2024, a survey was conducted on 105 respondents based on TopBrand survey data. This survey was used to test the validity and reliability of the instrument and test the hypothesis to identify direct and indirect influences between the research variables. The results of the study indicate that E-Service Quality and Promotion have a direct influence on consumer satisfaction and loyalty. In addition, E-Service Quality and Promotion indirectly affect consumer loyalty through consumer satisfaction. The practical implications of these findings emphasize that efforts to improve service quality and positive promotional strategies can be a strategic step in increasing consumer satisfaction, ultimately contributing to customer loyalty. The findings of this study provide strategic insights for companies, especially in the technology-based service sector, such as delivery services or e-commerce. Companies need to improve the quality of electronic services by ensuring a reliable, fast, secure, and easy-to-use platform and providing responsive customer service
Strategic Planning for Non-Profit Organization: Ensuring Operational Sustainability and Expanding Social Impact at Widya Erti Indonesia
Full text linkThis study focuses on Widya Erti Indonesia (WEI), a non-profit organization working in the field of sustainable rural development. The research aims to analyze the internal and external factors influencing WEI’s ability to maintain program effectiveness, scale its operations, and respond to the evolving development landscape in Indonesia. The central issue addressed in this research is how WEI can strategically strengthen its position, given the limitations in internal resources and the complexity of external demands. These issues are particularly relevant as development funding structures shift, climate risks grow, and expectations for nonprofit accountability increase. The objectives of the study are threefold: (1) to identify WEI’s internal strengths and weaknesses, (2) to examine external opportunities and threats and (3) to formulate strategic planning to enhance to ensure its long-term sustainability and increase its impact on rural communities. This qualitative descriptive research employs SWOT analysis (Strengths, Weaknesses, Opportunities, Threats) to assess internal and external organizational conditions. It is complemented by the STEEPLE framework (Social, Technological, Economic, Environmental, Political, Legal, and Ethical factors) to provide a broader analysis of the external macro-environment affecting WEI’s strategic positioning. Data were collected through focus group discussions (FGDs), key informant interviews, and literature review of donor trends, regulatory changes, and industry reports. To address these challenges, the study recommends three priorities: strengthening governance and systems, diversifying funding, and scaling up community-based approaches. Through partnerships and improved accountability, WEI can achieve greater sustainability and social impact in the next five years
Supervision and Control of Regional Assets at the Regional Asset and Financial Management Agency of City X, East Java: A Perspective of the Characteristics of Good Practice
Full text linkDespite having received twelve consecutive unqualified audit opinions (WTP), the supervision and control of regional assets (Barang Milik Daerah/BMD) in City X, East Java, still face significant challenges, including undocumented assets and weak legal safeguards. These issues highlight a persistent gap between formal compliance and effective asset governance, a condition also found in previous studies across Indonesia. Unlike earlier research that primarily focused on regulatory adherence, this study applies the internationally recognized good practice framework to evaluate asset management in a localized Indonesian context. Through a qualitative case study of BPKAD City X, particularly its Subdivision for Supervision and Control, data were collected via semi-structured interviews and document analysis, then analyzed using Miles & Huberman’s interactive model. The findings reveal that while practices such as asset recording, digitization, transparency, and training are being implemented, strategic tools like the Strategic Asset Management Plan (SAMP), Life Cycle Costing (LCC), and multi-year planning remain underutilized. This study not only fills a gap in the literature by introducing a structured, internationally informed framework to the Indonesian local governance context but also contributes to ongoing discussions on public sector reform, offering insights into how institutional capacity and administrative culture influence the implementation of good practices in decentralized asset management
Innovative Marketing Strategies for Enhancing Neighbourhood Conversational Commerce
Full text linkConversational commerce (c-commerce) leveraging messaging platforms like WhatsApp presents new opportunities for local neighbourhood engagement in service-oriented markets. Aim: This study investigates how WhatsApp-based conversational agents influence consumer buying behaviour within a local workplace context, introducing the concept of Conversational Commerce of Neighbourhood. Methods: Employing a user-centred design approach, we collected quantitative data from 110 active employees at the Faculty of Economics and Business, Universitas Terbuka, via surveys and observations of a WhatsApp prototype, and conducted qualitative interviews to triangulate findings. Results: Quantitative results show that 73% of respondents reported higher satisfaction with WhatsApp-based local communications, and 65% indicated a higher likelihood of purchasing after personalised interactions; however, 25% expressed concerns about data privacy. Regression analysis indicates significant positive effects of WhatsApp usage on customer satisfaction (p < 0.001), with interaction frequency (p < 0.01) and tailored user satisfaction having substantial influence (coefficient for user satisfaction = 0.85). Qualitative insights highlight the value of personal touch, faster responses, and stronger branding perception in fostering loyalty. Conclusions: When designed with local cultural contexts and transparent data practices, neighbourhood-focused c-commerce via WhatsApp can enhance consumer engagement and purchasing outcomes, offering practical guidance for local businesses and contributing to the theoretical understanding of e-commerce and human–computer interaction in local settings
Virtual Account Performance on Student Satisfaction: An Analysis through Perceived Ease of Use and Usefulness
Full text linkThis study examines the influence of the performance of Bank Negara Indonesia (BNI) Virtual Account (VA) on the satisfaction of Garut University students in paying Single Tuition Fees (UKT). This study uses a quantitative approach with Perceived Ease of Use and Perceived Usefulness as the variables analyzed to measure the influence on VA performance and user satisfaction. The purpose of this study is to find out how the perception of convenience and usability of VA affects student satisfaction. The results show that both the perception of ease of use and the perception of technology benefits contribute significantly to the improvement of VA performance. This improvement in VA performance then has a positive impact on student satisfaction. The research also identified factors such as operational efficiency, security, integration, and customer experience as critical elements of VA performance. Most students find that using VA makes the payment process easier, reduces the time required, and improves the overall user experience. The conclusion of this study is that the perception of the convenience and benefits of VA BNI is very important in creating student satisfaction in the UKT payment process. This suggests that efforts to continuously improve the performance of VA services will contribute to higher user satisfaction
The Influence of Product Innovation and Digital Marketing on MSME Performance Through Risk Taking as an Intervening Variable
Full text linkThe issuance of Law Number 20 of 2008 concerning MSMEs which was revised again into Government Regulation Number 7 of 2021 regulating the convenience, protection and empowerment of MSMEs is considered to be less than optimal. Many millennials open MSMEs but do not last long due to discontinuous demand, capital constraints and limited raw materials. Several policies have been taken by the government to protect MSMEs to develop and survive, but they have not run optimally as expected. Therefore, this study was conducted with the aim of directly or indirectly determining the influence of product innovation and digital marketing on MSME performance through risk taking as an intervening variable on MSMEs in Banyuwangi Regency. This study is a quantitative study with a research population of MSMEs selling food in Banyuwangi Regency. The population in this study were MSMEs in Banyuwangi Regency who received assistance from the Industry, Trade and Cooperatives Service totaling 1263 MSMEs. The sampling technique used nonprobability sampling with a purposive sampling technique to obtain a sample of 125 MSMEs. The sample of this study is MSMEs in Banyuwangi Regency that sell food and use digital marketing with a population of 125 business units. The analysis technique used is the Structural Equation Model (SEM) using WarpPLS 7.0. The results of data analysis show that the product innovation variable does not have a significant effect on risk taking, digital marketing has a significant effect on risk taking, product innovation has a significant effect on MSME performance, digital marketing has a significant effect on MSME performance, risk taking does not have a significant effect on MSME performance. Indirectly, product innovation and digital marketing have a significant effect on MSME performance through risk taking
Does Motivation, Resistance to Change, Training and Competencies Still Affecting Employee Performance?
Full text linkThis study aims to see the relationship between factors that are considered to play a role in employee performance. These factors are as follows: motivation, resistance to change, and training still play an important role in employee performance. In addition to these factors, this study also looks at competence as a mediator. The approach to this research is quantitative, and the respondents involved in this study are employees who work in a state-owned company that focuses on insurance. This study uses a quantitative approach with survey data collection, on employees who work in one of the state-owned companies that focus on insurance services in Indonesia, this research applied PLS-SEM approach. From the results of the data analysis test, it is proven that all hypotheses are proven. The implication of this study is that companies can encourage employees to have performance by providing motivation and encouraging employees to follow changes and conduct training
Bureaucratic Challenges in Village Fund Management: Effects on Tourism Village Community Welfare
Full text linkThis study describes the bureaucratic challenges in managing village funds and their impact on welfare improvement in the tourism village community by taking Badung Regency in Bali as the case study. Specifically, it examines how government role, governance, and social capital may influence fraud and economic performance in determining community welfare improvement. In this quantitative study, data were obtained from 150 respondents who used structured questionnaires with a Likert scale ranging from 1-5. Data was analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS 3). The results indicated that governance and social capital significantly enhance economic performance and welfare at the community level and reduce fraud. Financial performance at the district/municipality level mediates the positive influence of governance and social capital on welfare at the community level. In contrast, fraud negatively mediates the impact of governance on economic performance. These findings emphasize the need to strengthen governance, build social capital, and minimize fraud to maximize village funds for sustainable community development in tourism villages. The study provides actionable insight into how policymakers and stakeholders can improve village fund management and enhance rural welfare
The Effectiveness of Digital Marketing Strategies in Increasing Purchases Intention in Electric Car Among Millennials in Bandung
Full text linkThe rapid development of digital technology has changed consumer behavior, especially among millennials who heavily rely on online platforms for information and transactions. In the automotive industry, the digital market has become the primary choice for exploring and purchasing vehicles, including electric cars, which are gaining more attention as awareness of environmentally friendly transportation increases. However, the adoption rate of electric vehicles among millennials in Bandung is still relatively low, necessitating more effective digital marketing strategies. This study aims to analyze the effectiveness of digital marketing strategies implemented through the automotive market in increasing the purchase intention of electric vehicles among millennials. A quantitative approach that includes descriptive and associative research. Additionally, the method used in this research is a survey method distributed to 398 millennial respondents in Bandung. The research results show that educational content, interactive engagement through marketplace features, and transaction ease have a positive and significant impact on purchase intention. This study concludes that digital marketing strategies through automotive marketplaces are effective in shaping positive perceptions and stimulating the interest of the millennial generation in electric cars. Practical implications suggest that industry players should optimize digital marketing strategies focused on consumer education and engagement to increase the market penetration of electric vehicles