The Journal of Business & Banking (JBB) has been published since 2011 under the management of PPPM (Center for Research and Community Services) Universitas Hayam Wuruk Perbanas Surabaya. The publication of this research journal aims to improve the research product quality, and channel all the interested parties in sharing and disseminating knowledge to academics, students, practitioners, and observers of knowledge. Articles that are accepted should be based on the results of research or the review of research articles for all topics, related to the fields of business and banking. The Journal of Business & Banking (JBB) collaboration with Indonesian Management Forum (FMI) and ISEI Cab. Surabaya Koord. JATIM. The Journal of Business & Banking (JBB) is published twice a year, namely the edition of May-October and that of November-April. It was accredited by the Directorate of Higher Education (Dikti), Jakarta, with its accreditation No: 79/E/KPT/2023.
The Effect of Behavioral Propensity on Financial Risk Tolerance among Investor: The Role of Religiosity as a Moderating Variable
This research aims to examine the effect of behavioral propensities variables that included propensity for regret, propensity for trust, happiness in life, propensity to attribute success to luck, propensity for overconfidence, and propensity for social interaction, on the variable of financial risk tolerance, as well as the moderating effect of religiosity. This study employs a quantitative approach using SEM (Structural Equation Modelling) analysis methods. This research was conducted by distributing questionnaires to investors aged 17 and above in Surabaya. The findings indicate that propensity for trust and propensity for social interaction significantly influence financial risk tolerance. However, propensity for regret, happiness in life, propensity to attribute success to luck, and propensity for overconfidence do not affect financial risk tolerance. Furthermore, regarding the moderating variable, religiosity influences all six behavioral propensity variables— propensity for regret, propensity for trust, happiness in life, propensity to attribute success to luck, propensity for overconfidence, and propensity for social interaction—toward financial risk tolerance.
Copyright (c) 2026 William Christhoper, Werner R. Murhadi, Endang Ernawati https://creativecommons.org/licenses/by/4.0
Meningkatkan Budaya Keselamatan Pasien di Rumah Sakit Gigi melalui Disiplin, Lingkungan, Kepemimpinan, dan Komitmen Organisasi
Patient safety culture is not solely determined by the availability of procedures, but also by work practices consistently embedded in organizational routines. This study aims to analyze the effects of work discipline, work environment, and leadership on patient safety culture and to examine the moderating role of organizational commitment at IIK Bhakti Wiyata Dental and Oral Hospital in Kediri. A quantitative approach with a survey design was employed. Data were collected through questionnaires distributed to 68 respondents who met the inclusion criteria and were analyzed using multiple linear regression and Moderated Regression Analysis (MRA) with SPSS. The findings show that work discipline, work environment, and leadership have positive and significant effects on patient safety culture. Among these variables, leadership emerges as the most influential factor, indicating the importance of consistent direction, exemplary conduct, and open communication in healthcare services. However, organizational commitment does not moderate the effects of work discipline, work environment, or leadership on patient safety culture. These findings suggest that strengthening patient safety culture requires more than employee attachment to the organization. It should be supported by effective leadership, a safe and supportive work environment, and disciplined practices consistently applied in service delivery.
Copyright (c) 2026 Edtalia Kusuma Dewi, Tatik Suryani https://creativecommons.org/licenses/by/4.0
Peran TikTok sebagai Platform Promosi Digital dalam Mendorong Intensi Pembelian Produk Kuliner Lokal
This study aims to analyze the role of TikTok as a digital promotion platform in encouraging purchase intention toward local culinary products at the MSME Es Teler Tidar Sukodono. The development of digital technology has significantly transformed consumer behavior, particularly in the process of information searching and purchasing decision-making. This study employs a descriptive approach using a mixed-method design, combining qualitative data obtained through interviews and observations with quantitative data collected through questionnaires distributed to 50 respondents. The data were analyzed using descriptive percentage techniques and qualitative interpretation. The results indicate that promotion through TikTok achieved an average score of 94.24%, which falls into the “very feasible” category. This finding suggests that TikTok is effective in increasing consumer purchase intention. Furthermore, interview results reveal that engaging visual content, the use of trends, and interactive features on TikTok are able to enhance product attractiveness and influence purchasing decisions.
Digital Promotion, Purchase Intention, Social Media, Culinary MSMEs
Copyright (c) 2026 Ni Komang Mela Tri Utari, Esa Setiawati, Ni Luh Laksmi Rahmantari, I Putu Dharmawan Suryagita Susila Putra, I Gusti Ayu Lia Yasmita https://creativecommons.org/licenses/by/4.0
Salespeople’s Customer Orientation and Customer Satisfaction: An SDL Perspective
This study aims to examine the influence of service quality and salespeople’s customer orientation on perceived value and customer satisfaction, as well as the mediating role of perceived value and the moderating role of brand image in the relationship between perceived value and customer satisfaction. This research was conducted on bank credit customers in Kendari City using a quantitative approach with an explanatory research design. Data were collected through a survey using a structured questionnaire distributed to 340 respondents. The data were analyzed using Structural Equation Modeling to test the diresct, indirect, and moderation effects in the proposed research model. The results show that service quality and salespeople’s customer orientation have positive effects on perceived value and customer satisfaction. Perceived value also has a positive effect on customer satisfaction, indicating that customers tend to be more satisfied when they perceive that bank credit services provide benefits that are worth the cost, time, effort, and risk involved. In addition, perceived value mediates the relationship between service quality and customer satisfaction, as well as the relationship between salespeople’s customer orientation and customer satisfaction. The findings also confirm that brand image strengthens the effect of perceived value on customer satisfaction.
Service Quality; Salespeople’s Customer Orientation; Perceived Value; Brand Im-age; Customer Satisfaction
Copyright (c) 2026 Hayat Yusuf, Ardiansyah Goeliling, Astil, Syahra https://creativecommons.org/licenses/by/4.0
Market Structure, Conduct, and Performance of Indonesian Banking Industry
This study examines the interrelationship between market structure, bank conduct, and financial performance in Indonesia’s commercial banking industry using the Structure–Conduct–Performance (SCP) framework. The analysis focuses on the four largest banks—BCA, BRI, Mandiri, and BNI—over the period 2015–2024, representing a highly concentrated oligopolistic market. Using a balanced panel dataset and fixed-effects regression, this study investigates whether structural dominance, proxied by bank size, influences lending behavior and profitability. The results show that bank size has a positive and significant effect on credit distribution, indicating that larger asset bases enhance intermediation capacity. Credit distribution, in turn, significantly improves profitability as measured by Return on Assets (ROA). However, the direct effect of size on ROA is negative and significant, suggesting the presence of diseconomies of scale. These findings imply that while market structure determines conduct, financial performance is driven more by managerial efficiency and effective credit allocation than by structural dominance alone. The study concludes that the SCP paradigm operates sequentially but not symmetrically in Indonesia’s concentrated banking market. Policy implications emphasize the importance of operational efficiency and credit quality management alongside structural oversight
Copyright (c) 2026 Mohammad Sofyan, Mintarti Indartini, Amikul Pricilia Maswati Dewi https://creativecommons.org/licenses/by/4.0
Pengaruh Corporate Social Responsibility (CSR) dan Leverage Terhadap Kebijakan Dividen dengan Ukuran Perusahaan Sebagai Variabel Moderasi
ABSTRACT This study aims to examine the effect of Corporate Social Responsibility (CSR) disclosure and leverage on corporate dividend policy. Dividend policy is treated as the dependent variable and is proxied by the dividend payout ratio and dividend to sales. The independent variables are CSR disclosure, measured using the CSR Score, and leverage, measured by the debt-to-asset ratio. This study also employs firm size as a moderating variable, measured by the natural logarithm of total assets. The population consists of companies listed on the Indonesia Stock Exchange (IDX) during the 2021–2023 period, selected using a purposive sampling method. The study uses 92 observations as the sample. The data used are secondary data obtained from companies’ annual reports and sustainability reports. This research adopts a quantitative approach using panel data regression analysis. The results show that CSR disclosure has a positive and significant effect on the dividend payout ratio but does not have a positive effect on dividend to sales. Leverage has a negative and significant effect on dividend policy, both when proxied by the dividend payout ratio and dividend to sales. Furthermore, the moderating role of firm size in the relationship between CSR disclosure and dividend policy shows insignificant results when dividend policy is proxied by the dividend payout ratio, but shows a strengthening and significant effect when proxied by dividend to sales. The theoretical implication of this study supports stakeholder theory, which suggests that companies are not only responsible to shareholders but also to all stakeholders.
Corporate Social Responsibility, Leverage, Dividend Payout Ratio, Dividend To Sales, Size
Copyright (c) 2026 Andini Novita, Wiwik Lestari, Linda Purnama Sari https://creativecommons.org/licenses/by/4.0
Analisis Multikelompok Loyalitas dan Kepuasan Pelanggan GoFood: Peran Gender dan Lama Penggunaan
This study examines the determinants of customer loyalty in the online food delivery service GoFood by analyzing the role of customer sat-isfaction and testing the moderating effects of gender and length of service usage. The research addresses the increasing competition in digital food delivery platforms and the need to understand behav-ioral differences among users. The purpose of this study is to ana-lyze the influence of service quality and perceived value on custom-er satisfaction and loyalty, and to determine whether gender and duration of use strengthen these relationships. This research em-ploys a quantitative approach, using a survey with structured questionnaires administered to GoFood users in Surabaya. The da-ta were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) and multigroup analysis. The findings indi-cate that service quality and perceived value significantly influence customer satisfaction, which in turn has a positive and significant effect on customer loyalty. Furthermore, the multigroup analysis reveals differences in the strength of relationships based on gender and length of usage. The results imply that digital platform pro-viders should adopt differentiated marketing strategies to enhance long-term customer loyalty.
Copyright (c) 2026 Adhika Putra Wicaksono, Vanessa Marshanda Elim, Juliani Dyah Trisnawati https://creativecommons.org/licenses/by/4.0
Antecedents of Freelance Tutor Loyalty at IBSI Education: A Job Satisfaction Mediation Study
With job satisfaction serving as an intermediary variable, the purpose of this study was to investigate how job engagement, pay, and perceived organizational support affect the loyalty of independent tutors employed by IBSI Education. This study used a quantitative approach, collecting data from 208 participants and processing it using the PLS SEM technique with the aid of SmartPLS 4.0 software. The findings show that loyalty is significantly positively impacted by work engagement, pay, and perceived organizational support. The mediation test's findings demonstrated that job satisfaction significantly mediated the relationships between perceived organizational support and loyalty as well as between work engagement and loyalty. On the other hand, job satisfaction did not play a substantial mediating role in the link between loyalty and compensation. These results imply that while perceived organizational support and work engagement necessitate job satisfaction to optimize retention, fair compensation immediately fosters loyalty for independent tutors regardless of satisfaction levels. In order to lower tutor turnover, this study advises IBSI Education administration to maintain a competitive honorarium system and bolster operational support.
Copyright (c) 2025 Irma Arista https://creativecommons.org/licenses/by/4.0
Model Kebijakan Dividen pada Bank Pembangunan Daerah di Indonesia dengan Ukuran Perusahaan Sebagai Moderasi
Dividend policy is an important corporate decision in determining the proportion of profits distributed to shareholders and reflects a company’s financial condition and performance. This study aims to analyze the effect of profitability, liquidity, and capital adequacy on dividend policy, with firm size as a moderating variable, in Regional Development Banks (BPD) in Indonesia during the 2020–2024 period. The research problem focuses on differences in dividend policies among BPDs and the financial factors influencing them. This study uses secondary data in the form of annual financial statements obtained from the official website of the Financial Services Authority (OJK). The sampling method employed was purposive sampling, resulting in a sample of 24 BPDs with a total of 120 observations. Data analysis techniques include descriptive statistical analysis, multiple linear regression, and Moderated Regression Analysis (MRA). The results indicate that profitability has a positive and significant effect on dividend policy, liquidity has a positive but insignificant effect, and capital adequacy has a negative and significant effect on dividend policy. Firm size is unable to moderate the effect of profitability and liquidity on dividend policy. The findings may serve as a consideration for BPD management in making dividend distribution decisions.
Dividend Policy, Profitability, Liquidity, Capital, Size
Copyright (c) 2025 Sindy Friska Alfiana, Linda Purnama Sari https://creativecommons.org/licenses/by/4.0
Peran Brand Image dalam Memediasi Pengaruh eWOM dan Pemasaran Digital terhadap Purchase Intention
Industri perawatan kulit telah berkembang pesat, sehingga konsumen terpapar berbagai macam produk dan merek yang dipromosikan melalui strategi pemasaran online. Oleh karena itu, perusahaan harus menerapkan pendekatan pemasaran yang efektif untuk meningkatkan niat beli konsumen. Studi ini meneliti pengaruh electronic word of mouth (eWOM), content marketing, online customer review, online customer rating terhadap purchase intention pada produk perawatan kulit Scarlett, dengan brand image sebagai variabel mediasi. Pendekatan kuantitatif dengan data primer yang dikumpulkan melalui teknik purposive sampling melibatkan 233 responden. Data dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan software SmartPLS 4.0. Hasil evaluasi model pengukuran mengkonfirmasi bahwa semua konstruk valid dan reliabel. Analisis model struktural menunjukkan bahwa eWOM, content marketing dan online customer rating memiliki pengaruh positif yang signifikan terhadap purchase intention, baik secara langsung maupun tidak langsung melalui brand image sebagai variabel mediasi. Sebaliknya, online customer review menunjukkan efek negatif tetapi tidak signifikan terhadap purchase intention, dan brand image tidak memediasi hubungan ini. Temuan ini menyoroti pentingnya strategis dalam mengelola eWOM, kualitas konten, dan sistem peringkat dalam memperkuat citra merek dan merangsang niat pembelian konsumen di industri perawatan kulit.
Copyright (c) 2026 Aniek M Ilfitriah, Mochamad Nurhadi https://creativecommons.org/licenses/by/4.0
Peran Mediasi Perilaku Keuangan pada Keputusan Investasi
Generasi Z yang tumbuh bersama dengan teknologi dan kemudahan akses informasi memiliki cara pandang yang berbeda dalam melakukan keputusan investasi. Generasi Z memiliki potensi yang cukup besar dalam memaksimalkan peluang investasi, sehingga hal tersebut menarik untuk diteliti. Tujuan dari penelitian ini yaitu untuk menganalisis pengaruh literasi keuangan dan pendapatan terhadap keputusan investasi generasi Z melalui mediasi perilaku keuangan. Teknik pengumpulan data dilakukan dengan menyebarkan kuesioner. Metode pengambilan sampel menggunakan purposive sampling yang dilakukan kepada 144 generasi Z yang telah melakukan investasi dan berdomisili di Surabaya. Teknik analisis data yang digunakan yaitu Structural Equation Model Partial Least Square (SEMPLS). Hasil penelitian yang dilakukan menunjukkan bahwa literasi keuangan tidak berpengaruh terhadap keputusan investasi sedangkan perilaku keuangan dan pendapatan berpengaruh positif signifikan terhadap keputusan investasi, perilaku keuangan tidak mampu memediasi literasi keuangan terhadap keputusan investasi namun mampu memediasi pendapatan terhadap keputusan investasi. Hasil penelitian ini berimplikasi pada generasi Z meningkatkan perilaku keuangan yang dimiliki agar lebih berani dalam melakukan pengambilan keputusan investasi.
Copyright (c) 2025 Erika Stephani Putri Hendrika, Dewi Ayu Wulandari, Lutfi https://creativecommons.org/licenses/by/4.0
Efficiency Effects on Iranian Banks’Performance and Stability during COVID-19
This research investigates the impact of market concentration and operational efficiency on the financial performance (Return on Assets and Return on Equity) and financial stability (Z-score) of banks listed on the Tehran Stock Exchange, particularly during the unprecedented COVID-19 pandemicperiod. Utilizing panel data from 10 Iranian banks over the period 2014-2023, three distinct regression models were analyzed with the aforementioned dependent variables and interaction terms with a COVID-19 period dummy variable.Descriptive statistics and inferential tests, including the F-Limer and Hausman tests, were employed to identify the appropriate estimation models. Findings consistently indicate that operational efficiency significantly enhances bank performance and financial stability across all models, both during normal periods and during the pandemic. In contrast, market concentration does not demonstrate a statistically significant effect on performance or stability. DuringtheCOVID-19pandemic, the moderating effect of efficiency remains positive and significant, while concentration continues to show no impact.The models yield substantial explanatory power, with adjusted R-squared values ranging from 43% to 62%, and their F-statistics confirm overall robustness and significance. Durbin-Watson statistics suggest no first-order autocorrelation. These findings underscore the critical role of efficiency in sustaining bank profitability and resilience during economic shocks, providing relevant insights for policymakers and regulators aiming to enhance the banking sector’s preparedness for future crises
COVID-19, Bank Performance, Financial Stability, Efficiency, Market Concentration
Copyright (c) 2025 zahra mojdeh, Zabihollah Taheri https://creativecommons.org/licenses/by/4.0
Dari interaksi ke transaksi: Apakah hubungan adalah kunci di balik niat untuk membeli?
Penelitian ini bertujuan untuk menganalisis pengaruh faktor interpersonal terhadap swift guanxi serta dampaknya terhadap pur-chase intention dalam konteks Live Stream Shopping (LSS) di Indo-nesia. Faktor interpersonal yang diteliti meliputi perceived expertise, similarity, familiarity, likeability, informativeness, dan responsive-ness. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data diperoleh dari 174 responden yang memenuhi kriteria, kemudian dianalisis dengan menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa hampir seluruh faktor interpersonal ber-pengaruh signifikan terhadap swift guanxi, kecuali perceived similar-ity yang tidak terbukti signifikan. Selanjutnya, swift guanxi ber-pengaruh positif terhadap purchase intention. Dengan demikian, kualitas interaksi yang dibangun streamerm terbukti mampu mem-bangun swift guanxi, yang pada akhirnya meningkatkan intensi pembelian dalam LSS. Kesimpulan pada penelitian ini menegaskan bahwa keberhasilan LSS tidak hanya ditentukan oleh aspek produk dan harga saja, tetapi juga sangat dipenmgaruhi oleh kualitas in-teraksi interpersonal. Maka dari itu, streamer perlu membangun startegi komunikasi yang menekankan kredibilitas, personal, dan responsif guna meningkatkan konversi penjualan.
Copyright (c) 2025 Fiola Augustine Patricia, Dr. Juliani Dyah Trisnawati, S.Si., M.M., SCM., CPPM., Prita Ayu Kusumawardhany, S.E., M.M., SCM. https://creativecommons.org/licenses/by/4.0
Dampak Penerapan SAK Berbasis ESG Terhadap Kinerja Keuangan Perusahaan Non Keuangan di Indonesia
Penelitian ini dilatarbelakangi oleh isu penerapan Standar Akuntansi Keuangan (SAK) berbasis environmental, social, and governance (ESG) yang diyakini berpotensi memengaruhi kinerja keuangan perusahaan, meskipun bukti empiris yang ada masih menunjukkan hasil yang beragam. Tujuan penelitian ini adalah untuk menganalisis pengaruh penerapan SAK berbasis ESG terhadap kinerja keuangan yang diukur menggunakan rasio ROA, ROE, dan NPM, dengan mempertimbangkan variabel ukuran perusahaan, leverage, serta perbedaan sektor industri. Populasi penelitian mencakup perusahaan non-keuangan yang terdaftar di Bursa Efek Indonesia (BEI) pada tahun 2024, dengan jumlah sampel sebanyak 109 perusahaan yang ditentukan melalui teknik purposive sampling. Data penelitian diperoleh dari laporan tahunan dan laporan keberlanjutan yang dipublikasikan oleh perusahaan, kemudian dianalisis dengan metode regresi kuantitatif. Hasil penelitian menunjukkan bahwa secara parsial ESG, ukuran perusahaan, dan leverage tidak berpengaruh signifikan terhadap profitabilitas, serta tidak ditemukan perbedaan pengaruh ESG antar sektor industri. Namun, secara simultan ketiga variabel tersebut terbukti berpengaruh signifikan terhadap ROA. Temuan ini mengindikasikan bahwa kombinasi penerapan ESG, ukuran perusahaan, dan leverage tetap memiliki relevansi dalam menjelaskan variasi profitabilitas. Oleh karena itu, integrasi praktik ESG dengan strategi keuangan menjadi penting untuk mendukung keberlanjutan kinerja perusahaan dalam jangka Panjang.
Copyright (c) 2025 Rizqa Arimurti, Muhammad Fuad Asrofillah, Larbiel Hadi, Emon Sulaeman https://creativecommons.org/licenses/by/4.0
Biometric Technology in Digital Banking: Insights from Generation Z and Millennials
Biometric technology offers various conveniences and security features that can enhance the user experience of digital banking. This study explores the adoption of biometric technology in digital banking among Indonesian Generation Z and Millennials. Utiliz-ing the Technology Acceptance Model (TAM), we investigate factors influencing atti-tudes, intentions, and actual use of biometrics among 326 respondents. Data analysis was performed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). Findings indicate that perceived usefulness, ease of use, security, and convenience signif-icantly affect user attitudes, intentions, and actual usage. Additionally, perceived use-fulness moderates the relationship between perceived ease of use and attitudes toward biometric adoption. These insights are crucial for financial institutions aiming to en-hance user acceptance of biometric systems, contributing to secure and user-friendly digi-tal banking solutions for younger consumers in Indonesia.
Copyright (c) 2025 Herwin Ardianto Erwin, Chitra Laksmi Rithmaya, Larasati Ayu Sekarsari https://creativecommons.org/licenses/by/4.0
Optimalisasi Pemasaran Konten dalam Meningkatkan Keputusan Pembelian pada Dian Abadi Frozen Food
Peningkatan persaingan dalam pemasaran digital, terutama di media sosial telah menimbulkan kekhawatiran di kalangan pelaku bisnis. Beberapa bisnis belum memanfaatkan promosi di media sosial secara optimal, termasuk UD Dian Abadi Frozen Food, sebuah toko makanan beku. Pihak karyawan telah aktif mengelola akun media sosial namun mereka masih belum mencapai target rata-rata jumlah tayangan konten yang diinginkan. Penelitian berikut bertujuan menganalisis pengaruh content marketing terhadap keputusan pembelian dan merumuskan tindakan pengembangan pemasaran konten. Data dikumpulkan melalui wawancara, observasi, kuesioner, artikel ilmiah, dan buku. Metode sampling purposif digunakan untuk memilih 100 responden yang telah memenuhi kriteria sampel. Data dianalisis menggunakan regresi linier berganda dan analisis deskriptif. Hasil menunjukkan bahwa secara bersamaan, semua dimensi EPIC memiliki pengaruh terhadap keputusan pembelian, akan tetapi secara parsial, dimensi empati dan persuasi tidak menunjukkan adanya pengaruh. Temuan ini memberi kontribusi penting bagi pelaku usaha dalam mengoptimalkan konten di media sosial. Implikasi penelitian ini yaitu UD Dian Abadi Frozen Food perlu mempertahankan strategi konten yang telah efektif dan memperbaiki konten yang kurang disukai konsumen.
Copyright (c) 2025 Laila Ramadhani, Mubarokah, Fatchur Rozci https://creativecommons.org/licenses/by/4.0
Peran Pendaftaran Online, Kualitas Layanan, Kepuasan terhadap Loyalitas Pasien Poli Kesehatan Ibu dan Anak
Transformasi digital di sektor kesehatan telah mendorong Puskesmas untuk mengadopsi sistem pendaftaran online dan meningkatkan kualitas layanan Permasalahan antrean panjang dan rendahnya kepuasan pasien di layanan kesehatan mendorong kebutuhan inovasi digital, khususnya pendaftaran online, serta peningkatan kualitas layanan. Penelitian ini bertujuan untuk menganalisis pengaruh pendaftaran online dan kualitas layanan terhadap loyalitas pasien dengan kepuasan sebagai variabel intervening. Metode yang digunakan adalah survei kuantitatif dengan 200 pasien sebagai responden, dianalisis menggunakan Structural Equation Modeling (SEM) berbasis SmartPLS. Hasil penelitian menunjukkan bahwa pendaftaran online dan kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan pasien, yang selanjutnya memediasi pengaruh kedua variabel tersebut terhadap loyalitas pasien. Temuan ini menegaskan pentingnya integrasi teknologi digital dan peningkatan kualitas layanan dalam membangun loyalitas pasien. Implikasi praktis penelitian ini merekomendasikan pengelola layanan kesehatan untuk mengoptimalkan sistem pendaftaran online dan memperkuat kualitas pelayanan guna meningkatkan kepuasan dan loyalitas pasien secara berkelanjutan.
Copyright (c) 2025 Novinda Nihayati, Yudi Sutarso https://creativecommons.org/licenses/by/4.0
Patient Satisfaction and Loyalty in Public Healthcare: The Role of Digital Marketing and Service Quality
This study aims to analyze the effect of digital marketing and health service quality on patient satisfaction and loyalty at Rangkah health center, Surabaya. The background of this study is based on the increasing need for responsive, modern, and digital technology-based health services, especially in the context of competition with private health facilities. This study uses a quantitative approach with data collection techniques through questionnaires distributed to 179 respondents who have been treated at Rangkah health center. The analysis method used was Structural Equation Modeling-Partial Least Square (SEM-PLS). The results showed that both digital marketing and health service quality had a significant effect on patient satisfaction and loyalty. In addition, patient satisfaction was shown to act as a mediating variable between digital marketing and service quality with patient loyalty. These findings confirm the importance of integration between effective digital marketing strategies and improved service quality in building sustainable patient loyalty. This study provides strategic implications for public healthcare managers in the face of digital transformation in the healthcare sector.
Digital marketing, quality of health service, patient satisfaction, patient loyalty, public health center
Copyright (c) 2025 Rizka Amelia Mayasari, Basuki Rachmat https://creativecommons.org/licenses/by/4.0
Kekuatan financial tehnology dalam Meningkatkan Kinerja Bisnis UMKM
Micro, Small and Medium Enterprises contribute greatly to driving the regional economy and providing employment opportunities for the community. Therefore, research to improve the performance of MSMEs is still very relevant to do. This study aims to examine the importance of financial technology, financial literacy, and culture in improving the business performance of MSMEs in East Java. Business performance studies that combine financial literacy, financial technology and culture with business performance, especially in the East Java region, are still very limited. Therefore, this research is important to be conducted to enrich empirical findings related to business performance. The sampling technique used was purposive sampling, by taking samples of MSMEs in the Surabaya, Mojokerto, Sidoarjo and Gresik areas. Total sample of 100 MSMEs. The data source used is primary data collected by survey using a questionnaire. Analysis was conducted with Partial Least Square. The results showed that financial technology and financial literacy as well as culture have a significant positive effect on MSME business performance. The results of this study imply that to improve the sustainability and business performance of MSMEs in East Java, MSME managers should improve their financial technoly and financial literacy capabilities and foster a culture that is the value of their business.
Copyright (c) 2025 Wilda Sinta Amilia, Rr. Iramani https://creativecommons.org/licenses/by/4.0
Dampak pengalaman karyawan terhadap intensi turnover melalui keterikatan dan kepuasan kerja karyawan
The study aims to test and analyze the significance of the effect of employee experience on turnover intention, the effect of employee experience on employee engagement, the effect of employee engagement on employee job satisfaction, and the effect of job satisfaction on employee turnover intention as well as the mediating role of job satisfaction and job attachment on the effect of employee experience on turnover intention, This research is descriptive research with a quantitative method approach. This research use an online survey method in the form of a questionnaire to collect data. The data to be collected and used is primary data with a total of 207 respondents. The test tool used in this research is WarpPLS 7.0 software and uses the Partial Lest Square Equation (PLS-SEM) method. The result show a negative and significant effect of employee experience on turnover intention, a positive and significant effect of employee experience on employee engagement, a positive and significant effect of employee engagement on job satisfaction, a positive and significant effect of job satisfaction on turnover intention, and employee engagement and job satisfaction are unable to mediate turnover intention. Companies should ensure that the work environment encourages career paths, good interpersonal relationships, and work-life balance. This is closely related to the final impact, namely turnover intention.
Copyright (c) 2025 Bella Yunivan Hernanda, Tjahjani Prawitowati, Emma Yulianti https://creativecommons.org/licenses/by/4.0
Analisis pengaruh bauran pemasaran dan citra merek terhadap keputusan memilih sekolah dengan word of mouth sebagai variabel intervening
The increasing public need for quality Islamic Education creates a competitive climate fot private educational institutions, thereby encouraging research in the field of education marketing. This research aims to analyze the influencs of the service marketing mix (product, place, people, and process), brand image, on the decision of parents/ guardians in choosing an Islamic boarding school (SMP) with word of mputh as an intervening variable. The population in this study were all parents/guardinas of TQT Madinatul Quran Junior High School Depok City. The sampe studied was 176 respondents whose children were in grades 7 to 9. The analysis technique used was descriptive analysis and SEM (structural Equation Modelling) with Lisrel version 8.80. The results of statistical test show that the relationship between marketing mic and brand image directly influences word of mouth. Other results show a direct relationship that influences the decision to choose a school, namely the brand image and word of mouth varibles. Brand image through word of mouth has a significant influence on the decision to choose school. Marketing mix variables do not have an influence either directly or through word of mouth on the decision to choose school.
Copyright (c) 2025 Suriyanto Suriyanto https://creativecommons.org/licenses/by/4.0
Determinant Audit Report Lag in Indonesia Financial Industry: An Analysis Pre and During Covid-19
Covid-19 has affected the economy and business environment, including the process of implementing company financial report audits. This study examines the determinants of audit report lag in the financial industry in Indonesia. Specifically, this study examines audit report lag by comparing the periods before and during the Covid-19 period. This study examines four independent variables related to audit characteristics and the company's financial condition. The population in this study were financial sector companies listed on the Indonesia Stock Exchange from 2017 to 2022. Forty-six companies in the Indonesian financial industry were selected as samples using purposive sampling techniques. The results of the data analysis showed that profitability and the size of the public accounting firm did not affect audit report lag either before or during the Covid-19 period. The analysis results also showed that audit fees affected audit report lag before and during the Covid-19 period. Meanwhile, audit tenure affected audit report lag only during the period before Covid-19
Copyright (c) 2025 Firdina Intan Ghaisani, Muamar Nur Kholid https://creativecommons.org/licenses/by/4.0
Digitalisasi zakat dalam repetisi donasi dengan mediasi kepercayaan dan kepuasaan
This study aims to analyze the influence of digitalization of Zakat institutions on repeat donation decisions, considering the mediating roles of trust and satisfaction. The study employs the Stimulus-Organism-Response (SOR) framework approach, with the research method using Structural Equation Modeling-Partial Least Square (SEM-PLS) to examine the direct and indirect effects of digitalization in Zakat Institutions on recurring donation decisions. The analysis results show that digitalization in Zakat Institutions (DLZ) has a significant direct impact on trust (TRS) and satisfaction (ST), which subsequently drive recurring donations (RPT). However, other variables, such as program quality (KPLZ), program popularity (PPLZ), and institutional reputation (RLZ), do not significantly influence trust or satisfaction, either directly or indirectly. The mediation effects reveal that DLZ significantly affects recurring donations through trust and satisfaction, while other variables do not have a significant influence. Future research is advised to broaden the sample scope, add variables related to program quality and donor loyalty, and employ a longitudinal approach to assess the long-term effects of digitalization on recurring donations
Copyright (c) 2025 Sepky Mardian, Luqman hakim Handoko https://creativecommons.org/licenses/by/4.0
Peran Kelelahan kerja sebagai pemediasi hubungan antara stres kerja dan keinginan berpindah kerja
Peneliti ini bertujuan untuk mengetahui pengaruh stres kerja dan kelelahan kerja terhadap keinginan berpindah kerja pada karyawan yang berkerja dibagian produksi di PT. Intidragon Suryatama Mojokerto. Sampel yang digunakan dalam penelitian ini sebesar 120 responden pada bagian produksi dengan mengumpulkan data melalui kuesioner cetak yang dibagikan secara langusng pada responden, penelitian ini menggunakan teknik purpose sampling dalam pengambilan data, jenis data yang digunakan oleh peneliti adalah data primer data yang diperoleh langsung dari responden. teknik pengambilan sampel pada penelitian ini menggunakan rumus slovin dengan margin of error sebesar 10%. penelitian ini menggunakan metode struktural Equation Model (SEM) dengan pendekatan Partial Least Square (PLS) dengan software SmartPLSveris 4.1.0.9. pada penelitian ini menghasilkan bahwa stres kerja tidak berpengaru signifikan terhadap keinginan berpindah kerja, stres kerja berpengaruh positif signifikan terhadap kelelahan kerja , kelalahan kerja tidak berpengaruh signifikan terhadap keinginan berpindah kerja, stres kerja tidak berpengaruh signifikan terhadap keinginan berpindah kerja dengan kelelahan kerja sebagai variabel medasi
Stres kerja, kelelahan kerja, keinginan berpindah kerja
Copyright (c) 2025 Aldi, Tjahjani Prawitowati https://creativecommons.org/licenses/by/4.0
Pengaruh kualitas layanan, kepercayaan, kepuasan nasabah, terhadap loyalitas nasabah Bank Mandiri di Surabaya
This study analyses the effect of service quality, trust, and customer satisfaction on Bank Mandiri customer loyalty in Surabaya City. The main objective is to identify the challenges of meeting increasing customer expectations, and several incidents affect customer trust in banks, such as data breaches and unsatisfactory service. This research uses a quantitative method with a descriptive approach, with data obtained through a survey of 363 respondents and analyzed using SmartPLS 3.0. The results showed that service quality significantly impacts customer trust, satisfaction, and loyalty, with trust and satisfaction also increasing customer loyalty. The results of this study highlight the importance of implementing high-quality services that include tangible, reliability, responsiveness, empathy, and assurance elements. The implications of this study suggest that Bank Mandiri needs to provide training to employees to improve the quality of interactions as well as create more innovative customer loyalty programs and ensure the security of customer data by developing a high-tech security system. These efforts are critical to maintaining customer trust and fostering a stronger long-term relationship between Bank Mandiri and its customers.
Copyright (c) 2025 Farah Alya Abidah, Basuki Rachmat https://creativecommons.org/licenses/by/4.0
Peran literasi keuangan, persepsi risiko, motivasi terhadap minat investasi generasi z di Surabaya
ABSTRACT Investment interest reflects a person's desire or tendency to invest their capital in financial instruments with the aim of obtaining profits in the future. High investment interest can be supported by financial literacy, risk perception and motivation to determine appropriate investment instruments. This research aims to explore whether there is an influence of the variables financial literacy, risk perception and motivation on investment interest. The sampling technique uses a non-probability sampling technique, namely purposive sampling. This research used 143 respondents from Generation Z with an age range of 17 to 27 years who live in the city of Surabaya. The data analysis technique uses the SEM (Structural Equation Modeling) method using SmartPLS-4.0 statistical software. The results of this research show that the financial literacy variable is proven to have a significant positive effect on investment interest. Furthermore, the motivation variable is proven to have a significant positive effect on investment interest. However, the risk perception variable was not proven to have a significant effect on investment interest. Based on the results of this research, prospective investors can increase their education about risk management so that prospective investors can be wiser and more informed to increase interest in investing.
Generasi Z, Literasi keuangan, Persepsi risiko, Motivasi, Minat investasi.
Copyright (c) 2025 Haryati Setyorini, Nadia Rachelita Prameswari https://creativecommons.org/licenses/by/4.0
The Moderating Effect Of Gender On The Relationship Between Service Quality and Student Satisfaction Using A Hesqual Model: Evidence From A Private University In East Borneo
ABSTRACT Higher education institutions face challenges in providing services to meet student expectations. This study aims to examine the impact of service quality on student satisfaction using the HESQUAL (Higher Education Service Quality) model. Sampling was used with random sampling technique, involving 290 respondents. Data analysis was conducted with SEM-PLS. The results showed that administrative services, physical facilities, and teaching quality had a significant positive impact on student satisfaction. However, academic services related to the Academic Information System (SIAKAD) do not have a significant impact on student satisfaction. The results of this study imply that to increase student satisfaction, education service providers should optimize administrative procedures, better facility maintenance, and excellent lecturer services.
Copyright (c) 2025 HARYADI JAKA SUSILA, Iramani https://creativecommons.org/licenses/by/4.0
Dampak Influencer, Motivasi, dan Kemajuan Teknologi Terhadap Minat Investasi di Pasar Modal
Media sosial dan perkembangan teknologi memiliki peran penting dalam mendorong minat investasi di pasar modal. Namun, keberhasilan peningkatan minat investasi tersebut bergantung pada motivasi calon investor. Penelitian ini bertujuan untuk menganalisis pengaruh influencer, motivasi, dan kemajuan teknologi terhadap minat investasi generasi Z di Surabaya. Data dikumpulkan melalui kuesioner dari 160 responden dan dianalisis menggunakan model Structural Equation Modeling (SEM) dengan pendekatan Partial Least Squares (PLS). Hasil penelitian menunjukkan bahwa influencer dan motivasi memiliki pengaruh positif signifikan terhadap minat investasi, sementara kemajuan teknologi tidak menunjukkan pengaruh yang signifikan. Temuan ini memberikan kontribusi penting dalam pengembangan strategi pemasaran investasi. Peningkatan peran influencer dan penguatan motivasi menjadi langkah kunci untuk menarik minat generasi Z, seperti melalui kampanye edukatif dan insentif yang relevan. Namun, aspek teknologi memerlukan pendekatan berbeda untuk memberikan dampak lebih signifikan, misalnya dengan menambahkan fitur gamifikasi, edukasi interaktif, atau personalisasi pada platform digital. Penelitian ini memberikan rekomendasi praktis bagi perusahaan sekuritas dan pelaku pasar modal untuk meningkatkan daya tarik investasi melalui strategi yang berfokus pada preferensi generasi Z.
Influencer, Motivation, Digital Technology, Investment.
Copyright (c) 2025 Dwi Maulidya Agustin Dwi Maulidya Agustin, Linda Purnamasari https://creativecommons.org/licenses/by/4.0
Peran komitmen organisasi sebagai pemediasi hubungan antara kompensasi, motivasi, dan kinerja pegawai
This study analyzes the role of organizational commitment as a mediator between compensation, motivation, and performance of PPNPN employees at the Pusdatin of the Ministry of ATR/BPN, with a sample of 48 employees using a saturated sampling technique. The role of PPNPN is important to study because it will be able to explain its contribution to the performance of government agencies because PPNPN performance is measured through plans and performance targets made by employees and must be achieved within a certain period of time or what is commonly referred to as Employee Performance Targets (SKP). Performance targets made at the beginning of the year will then be assessed at the end of the year and their compliance with the predetermined targets will be assessed. The analysis technique used is SEM-PLS with the WarpPLS 8.0 program, and data was collected through a Google Form questionnaire. The results of the study indicate that compensation does not have a significant effect on employee performance, while motivation and organizational commitment have a significant positive effect on performance. Organizational commitment also mediates the effect of compensation and motivation on employee performance. The implication of this study is the importance of programs to improve organizational commitment and PPNPN motivation in order to encourage employee performance.
Copyright (c) 2024 Shania Ayanda Nur, Soni Harsono, Tjahjani Prawitowati https://creativecommons.org/licenses/by/4.0
Peran literasi keuangan syariah dan pendapatan terhadap utang konsumsi di Surabaya
This research aims to analyze the influence of sharia financial literacy and family income on household consumption debt in Surabaya. This research method uses a quantitative approach through questionnaires to 115 house-holds in Surabaya. The sample in this study was Surabaya City house-holds, which the researchers obtained based on established criteria. The sample that met the criteria was 115 households. Data analysis uses multiple linear regression tests, which are processed through the SPSS application. The research results show that partial sharia financial literacy does not have a significant influence on household consumption debt, while family income has a significant negative influence on consumption debt. The better the sharia financial literacy, the higher the household consumption debt; on the other hand, the higher the income, the lower the consumption debt. The implications of the results of this research are that households play an active role in Sharia financial inclusion but do not understand or study Sharia financial literacy. The high level of household consumption debt is influenced by needs and lifestyle. The household income factor is wiser in its use, where households with higher incomes tend to have lower consumption debt.
Copyright (c) 2024 Mahbub Humainy, Zubaidah Nasution https://creativecommons.org/licenses/by/4.0