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Analisis Pengaruh Service Quality, Perceived Value Dan Service Delivery Terhadap Customer Satisfaction Pada Nasabah Bank BCA Di Kota Surabaya
Get PDFIn the current era of globalization, modern life is related to internet technology which is developing rapidly in line with the times. The banking sector takes advantage and makes it an opportunity to develop its services so that they are easier for the public to use. This research aims to examine the influence of service quality, perceived value and service delivery on customer satisfaction among BCA Bank customers in the city of Surabaya. This research uses a quantitative method with non-probability sampling, namely judgment sampling. The respondents in this study are BCA Bank customers whose characteristics are at least 17 years old, BCA Bank customers for at least 1 year, BCA Bank funding customers and have used BCA Bank transaction services for at least 1 year. times in the last 3 months. The sample consisted of 300 respondents with data collection techniques through questionnaires. This research uses Structural Equation Modeling (SEM) analysis with a Partial Least Square (PLS) approach using SmartPLS version 4. The results of the research show that there is a significant positive influence on service quality, perceived value and service delivery on customer satisfaction.
Keywords: Service Quality, Perceived Value, Service Delivery, Customer Satisfactio
Pengukuran Kepuasan Pengguna terhadap Sistem Pelayanan Online Mandiri Inhealth Menggunakan Metode Webqual 4.0 dan Importance-Performance Analysis (IPA)
Get PDFThis study aims to evaluate the service quality of the Mandiri Inhealth Online Service System website using the WebQual 4.0 and Importance-Performance Analysis (IPA) methods. This study focuses on three main dimensions: usability, information quality, and service interaction quality. Data were collected through questionnaires distributed to 54 respondents consisting of Mandiri Inhealth Surabaya employees. The results of the study indicate that the main factors that need to be improved are ease of use, clarity of interaction, and accuracy of information provided by the system. Mapping using the IPA Cartesian diagram identifies attributes that have the highest priority for improvement. With these results, it is hoped that Mandiri Inhealth can improve the quality of their digital services to better suit user needs.
Keywords: WebQual 4.0, Importance-Performance Analysis, Service Quality, Online Service Syste
Pengaruh Harga, Promosi, Keamanan Dan Pelayanan Terhadap Keputusan Pembelian Produk Farmasi Pada Apotek Konvensional & Online Dengan Variasi Produk Sebagai Moderasi
Get PDFThis study aims to determine the effect of price, promotion, security and service on purchasing decisions for pharmaceutical products at conventional drugstore and online drugstore with product variation as a moderation. The research sample of 200 respondents was determined using purposive sampling technique. Data were obtained from filling out a questionnaire with a Likert scale measurement that had been tested for validity and reliability. Data analysis used SEM PLS. The results showed that price and service had a significant positive effect on purchasing decisions at conventional and online drugstore. Promotion and security had no significant effect on purchasing decisions at conventional and online drugstore. Product variation did not moderate the relationship between price, promotion and purchasing decisions at conventional and online drugstore, product variation did not moderate the relationship between security and purchasing decisions at conventional drugstore, but moderated the relationship between service and purchasing decisions. In online drugstore, product variation moderated the relationship between security and purchasing decisions, but did not moderate the relationship between service and purchasing decisions. It is a serious concern for prices and services for conventional and online drugstore as a basis for consumer decision making, on the other hand, the promotion and security aspects need to find the right model so that they also have a positive impact and product variations can be considered as a differentiator from the goods offered
Pengaruh Kualitas Pelayanan Dan Kualitas Produk Serta Inovasi Terhadap Kepuasan Pelanggan Dan Menciptakan Loyalitas Pelanggan Smartphone Samsung Di Kelurahan Kutisari Surabaya
Get PDFThis study aims to analyze the influence of service quality, product quality, and innovation on customer satisfaction and its impact on creating customer loyalty for Samsung smartphones in Kutisari, Surabaya. A quantitative approach was used, employing a survey method through questionnaires distributed to 139 Samsung users. The data analysis technique applied was Structural Equation Modelling – Partial Least Square (SEM-PLS) using WarpPLS 8.0 software. The results indicate that service quality, product quality, and innovation have a positive and significant effect on customer satisfaction. Furthermore, customer satisfaction serves as a significant mediating variable in enhancing customer loyalty. Thus, improving service quality, product quality, and innovation has been proven to directly and indirectly increase customer loyalty through customer satisfaction.The implications of this study provide recommendations for Samsung's management to focus more on enhancing service quality and product innovation to maintain customer satisfaction and loyalty. This research can also serve as a reference for future studies aiming to explore the relationships between these variables in the smartphone industry more deeply.
Keywords: Service Quality, Product Quality, Innovation, Customer Satisfaction, Customer Loyalty, SEM-PLS, Samsung
Pengaruh Financial Technology Terhadap Efisiensi Bank Syariah Di Indonesia Dengan Likuiditas Sebagai Variabel Moderasi
Get PDFPurpose: This study analyzes the effects of Financial technology to Efficiency of Islamic Banks in Indonesia with Liquidity as moderating variable. Methodology: A quantitative panel data method was used, with data collected through documentary from Sharia Bank financial reports on 2020 until 2023. Data Panel with EViews 12 was applied to test the relationships between variables. Results: The findings reveal that Financial Technology, Liquidity, significant positive effect to the Efficiency of Islamic Banks in Indonesia, and liquidity can be moderate the relation between Fintech and BOPO. This means that the higher the fintech, the less efficient the bank, and the higher the liquidity level, the higher the BOPO required. Novelty: This study uses research and development cost or software cost to measure the fintech variable index. Type of research: Secondary data-based quantitative research.
Keywords : Islamic Banks, Financial technology, FDR, BOPO
Urgency Literasi Keuangan, Lifestyle, Love Of Money, dan Status Sosial Ekonomi Keluarga Terhadap Pengelolaan Keuangan Pribadi Mahasiswa
Get PDFAn individual's ability to manage personal finances is very important, especially for students who are in the transition stage towards independent living. Students have difficulty managing their expenses and often experience budget deficits. Therefore, it is important for students to be able to manage their personal finances well and wisely. This research aims to determine the influence of the variables financial literacy, lifestyle, love of money, and family socio-economic status on the personal financial management of students in East Java. This research uses a quantitative approach with data collection methods through questionnaires distributed on social media (WhatsApp, Tiktok, and Instagram). The sample was taken using a purposive sampling technique, obtaining a sample size of 100 respondents with the criteria of being active students studying at a university in East Java and carrying out financial management. Data were analyzed using the SEM-PLS analysis technique. The research results show that lifestyle and love of money have a positive and significant effect on students' personal financial management, while financial literacy and family socio-economic status do not have a significant effect.
Keywords: financial literacy, lifestyle, love of money, family socio-economic status, the personal financial management of student
Pengaruh Word Of Mouth, Kredibilitas Perusahaan Dan Harga Terhadap Keputusan Pembelian Jasa Perbaikan Kapal Kepada Perusahaan Galangan Kapal
Get PDFConsumer decision making varies, depending on the types of purchasing decisions, more complex decisions may involve more participation and greater freedom to buy. The purpose of this study was to determine the effect of word of mouth on purchase intention, the effect of word of mouth on purchase decision mediated by purchase intention, the effect of word of mouth on purchase decision, the effect of price on purchase intention, the effect of price on purchase decision mediated by purchase intention, the effect of price on purchase decision, the effect of credibility on purchase intention, the effect of credibility on purchase decision mediated by purchase intention, the effect of credibility on purchase decision and the effect of purchase intention on purchase decision. This type of research is quantitative research. The sample in this study were companies or individuals who owned ships, shipping agents or ship management who had carried out ship repairs at PT PAL Indonesia as many as 100 respondents using purposive sampling techniques. The analysis technique in this study used Warp Partial Least Square (Warp PLS) analysis. The results of the analysis in this study are that there is a significant influence of word of mouth on purchase intention, there is no significant influence of word of mouth on purchasing decisions mediated by purchase intention, there is a significant influence of word of mouth on purchasing decisions, there is a significant influence of price on purchasing decisions mediated by purchase intention, there is a significant influence of price on purchasing decisions, there is a significant influence of credibility on purchasing intentions, there is no significant influence of credibility on purchasing decisions mediated by purchase intention, there is a significant influence of credibility on purchasing decisions and there is a significant influence of purchasing intentions on purchasing decisions
Pengaruh Gender, Pelatihan Profesional, Dan Pertimbangan Pasar Kerja Dalam Memilih Profesi Akuntan Publik Dengan Preferensi Individu Sebagai Variabel Moderasi
Get PDFThis study aims to analyze the influence of gender, professional training, and labor market considerations on the choice of public accounting profession with individual preferences as a moderating variable. This study is based on Career Choice Theory and uses a quantitative method with the Structural Equation Modeling - Partial Least Square (SEM-PLS) approach in statistical analysis. The test process was carried out using SmartPLS4. Data were collected through questionnaires distributed to junior accountants in several Public Accounting Firms (KAP) in Surabaya, with a sample size of 56 respondents. The results showed that gender did not have a significant influence on the choice of public accounting profession. Meanwhile, professional training and labor market considerations had a positive effect on interest in becoming a public accountant. In addition, individual preferences were shown to moderate the influence of labor market considerations on the choice of public accounting profession, but did not moderate the relationship between professional training and the choice of the profession. These findings provide implications for educational institutions and KAP in designing more inclusive training programs and strengthening the attractiveness of the public accounting profession by increasing access to information about career opportunities.
Keywords: Gender, Professional Training, Labor Market Considerations, Individual Preferences, Public Accountant Interests
Pengaruh Live Streaming dan Celebrty Endorsement Terhadap Purchase Intention Melalui Customer Trust Pada E-Commerce Shopee
Get PDFThis study aims to identify and analyze the influence of Live Streaming and Celebrity Endorsment on Purchase Intention through Customer Trust at E-Commerce Shopee. A quantitative approach with descriptive methods is used, where data is collected through questionnaires distributed via Google Forms to 165 respondents who have made purchases at Shopee via Live Streaming and know the celebrities who have been endorsed by Shopee. This study uses purposive sampling technique. The data was analyzed using Structural Equation Modeling (SEM) based on WarpPLS version 7.0. The results showed that Live Streaming and Celebrity Endorsment positively significantly influence Purchase Intention, but Customer Trust does not mediate the effect of Live Streaming and Celebrity Endorsment on Purchase Intention. In conclusion, the use of Live Streaming and Celebrity Endorsement is an effective strategy to increase Purchase Intention. Customer Trust is not a significant intermediary in the influence of Live Streaming and Celebrity Endorsement on Purchase Intention.
This study aims to identify and analyze the influence of Live Streaming and Celebrity Endorsment on Purchase Intention through Customer Trust at E-Commerce Shopee. A quantitative approach with descriptive methods is used, where data is collected through questionnaires distributed via Google Forms to 165 respondents who have made purchases at Shopee via Live Streaming and know the celebrities who have been endorsed by Shopee. This study uses purposive sampling technique. The data was analyzed using Structural Equation Modeling (SEM) based on WarpPLS version 7.0. The results showed that Live Streaming and Celebrity Endorsment positively significantly influence Purchase Intention, but Customer Trust does not mediate the effect of Live Streaming and Celebrity Endorsment on Purchase Intention. In conclusion, the use of Live Streaming and Celebrity Endorsement is an effective strategy to increase Purchase Intention. Customer Trust is not a significant intermediary in the influence of Live Streaming and Celebrity Endorsement on Purchase Intention.
Keyword: live streaming, celebrity endorsement, purchase intention, customer trus
The Influence Of Financial Technology Use, Financial Literacy, And Financial Attitudes On Generation Z Financial Behavior With Self Control As A Mediating Variabel
Get PDFABSTRACT
The purpose of this study is to explain the influence of the use of financial technology, financial literacy, and financial attitudes on the financial behavior of generation Z with self-control as a mediating variable. This study aims to analyze and measure the results of the variables that have been identified by the study. This research method uses a quantitative method using a survey method, where questionnaires will be distributed for data collection. The approach used in this study is a quantitative approach. Data collection was carried out using a survey method through a google form filled out by respondents. The research sample used was 171 generation Z aged 16-27 years who live in Surabaya and Sidoarjo. In this study, the test used in statistical analysis is a hypothesis test with PLS-SEM (Partial Least Square Structural Equation Structural Equation Modeling) software and SmartPLS 4.0 software. Based on the results of the management, the results of this study indicate that the results of the use of financial technology have a positive effect on financial behavior, financial literacy does not have a significant effect on financial behavior, there is a significant positive relationship between financial attitudes and financial behavior, self-control is unable to mediate the effect of financial literacy on financial behavior.
Keywords: use of financial technology, financial literacy, financial behavior, self contro