Borneo Islamic Finance and Economics Journal

Pengaruh Kualitas Pelayanan, Kepuasan Nasabah Terhadap Loyalitas Nasabah dan Biaya Sebagai Variabel Intervening di Koperasi Baitul Maal Wa Tamwil Usaha Gabungan Terpadu Nusantara di Kota Samarinda

Sarah Angelita — 2024-06-28

Customer value creates a company and how good customer value can provide customer satisfaction. And sustainable customer satisfaction can be achieved through customer value which must be continuously maintained or improved. With these efforts, it is hoped that customer loyalty itself, by increasing sustainable customer loyalty, can be fostered through the company's own strategy. Then the quality of service provided also greatly influences customer loyalty, by providing good service and according to customer expectations. And costs are also one of the factors that influence loyalty towards a company or agency. So this research aims to find out whether good service and customer satisfaction and also the costs provided by the cooperative can influence loyalty in Baitul Maal Wa Tamwil Usaha Usaha Bersama Terpadu Nusantara (BMT UGT NUSANTARA). The type of research used in this research is associative with quantitative data collection methods. Based on the calculation results, service quality has a simultaneous effect on customer loyalty, then satisfaction has a significant effect on loyalty, while service quality and satisfaction have a simultaneous effect on costs, while service quality has a significant effect on customer loyalty through costs. And customer satisfaction with loyalty through costs does not have a significant effect on customer loyalty.

Keywords: Quality of service, customer satisfaction, costs, customer loyalty, sharia cooperatives

Pengaruh Alokasi Dana Desa Terhadap Pemberdayaan Dan Peningkatan Kesejahteraan Masyarakat (Studi Pada Dusun Sinar Harapan Kecamatan Sebulu Kabupaten Kutai Kartanegara)

Miftakhul Khoiriyah — 2024-06-28

Pengaruh Budaya Kerja Dan Kompensasi Terhadap Kinerja Karyawan Di Baznas Provinsi Kalimantan Timur

Rismawati Rismawati — 2024-07-09

The human resources within an institution play an important role in determining its success. To improve employee performance, namely by providing work culture and compensation. With a good work culture and compensation, employee performance will also increase. By implementing work culture and compensation, HR will improve performance for the goals to be achieved. This research aims to determine the influence of work culture and compensation on performance at Baznas East Kalimantan Province.

This type of research is quantitative research. The method used is causal associative. Making employees who work at Baznas East Kalimantan Province the population in this research with a total of 18 people. The sampling technique uses a saturated sample technique, where the total population is 18 people. The data sources in this research were obtained from primary data from questionnaires and secondary data in the form of journals, other literature and sources related to the problems studied. Data collection was carried out using questionnaires and literature studies and using a Likert Scale as the measurement scale. Data analysis techniques include research instrument testing (validity test, reliability test), classic assumption test consisting of (normality test, multicollinearity test, heteroscedasticity test and linearity test) multiple regression analysis test, hypothesis testing consisting of (t test, f test ) and coefficient of determination test (R²).

Based on the research results, it is known that the work culture variable has a significant effect on employee performance. Meanwhile, the Compensation variable has no significant effect on Employee Performance. The percentage of influence exerted by the Work Culture (X1) Compensation (X2) Employee Performance (Y) is 35.5% while the remaining 65.5% is influenced by other factors not included in this research.

Pengaruh E-Service Quality, E-Trust, Dan Online Consumer Review Terhadap Keputusan Pembelian Pada E-Commerce Tokopedia

Noveta Pratama — 2024-07-09

Tokopedia is one of the largest e-commerce companies in Indonesia which has now succeeded and successfully exploited the great opportunities of using the internet so that Tokopedia currently has a good image to be the main factor for someone in making purchasing decisions online. The decision to purchase a product is a very important factor that companies must pay attention to in every trading activity because from a purchasing decision a transaction will occur. Several factors that influence purchasing decisions at Tokopedia in this research are E-Service Quality, E-Trust, and Online Consumer Reviews. The purpose of this research is to determine the influence of E- Service Quality, E-Trust, and Online Consumer Reviews on Purchase Decisions on Tokopedia E-Commerce. The method used in this research is casual associative quantitative research. The population in this study were Tokopedia users, Generation Z Muslims in East Kalimantan, totaling 1,025,006 people with an age range of 10-24 years for generation Z. The sample used was 100 Generation Z Muslims in East Kalimantan Tokopedia users using a sampling technique, namely purposive sampling. The data collection technique used was distributing questionnaires via Google Form with a Likert Scale measurement technique. The results of this research show that E-Service Quality, E-Trust, and Online Consumer Reviews partially have a significant influence on Purchase Decisions on Tokopedia E-Commerce. Likewise, simultaneously E-Service Quality, E-Trust, and Online Consumer Reviews, partially have a significant influence on Purchasing Decisions on Tokopedia E-Commerce. The R2 value is 0.846, which means that 84.6% of the Buying Decision variable in Tokopedia E-Commerce is influenced by the E-Service Quality, E-Trust and Online Consumer Review variables.

Keywords: Purchase Decision, Tokopedia, E-Service Quality, E-Trust, Online Consumer

Review, Generation Z

Influence Self-Service Technology Against Customer Satisfaction and Loyalty of PT. Bank Syariah Indonesia (BSI) in the City of Palangka Raya

Muhammad Riza Hafizi — 2024-07-22

Banking practitioners increasingly realize they can no longer serve customers with limited capabilities. Banking is also moving forward and collaborating to improve systems and strategies so that customers feel and prove to themselves that transactions with the help of technology make it easier. Starting from direct service carried out by employees, it becomes service independently without needing to go to the Bank first to make a transaction or something else. With the merger, the amount of capital has increased, so the use of BSI Mobile in Palangka Raya City should have developed and increased. This study aims to determine whether there is an effect of self-service technology on customer satisfaction of Indonesian Islamic banks in the city of Palangka Raya and whether there is an effect of self-service technology on customer loyalty to PT. Bank Syariah Indonesia (BSI) in the city of Palangka Raya and whether customer satisfaction affects customer loyalty. Indonesian sharia bank in the city of Palangka Raya.

This study uses primary data obtained directly through a questionnaire. Taking the number of samples in this study using the purposive sampling method with the Slovin formula, and found as many as 100 respondents. This study uses quantitative analysis methods, and data is processed using SmartPLS version 4.0.

This research proves that Self-Service Technology positively and significantly affects customer satisfaction by showing a coefficient value of 0.740 and a t-statistic of 9.872. Self-Service Technology has a positive and significant effect on customer loyalty, with a coefficient value of 0.341 and a t-statistic of 2.779. Moreover, customer satisfaction has a positive and significant effect on customer loyalty, with a coefficient value of 0.362 and a t-statistic of 2.910. And coefficient value Self-Service Technology on customer loyalty of 0.268 and t-statistics of 2.667. can also be interpreted as customer satisfaction as a variable intervening to play a full role.