Abstract:The Effect of Product Quality on Customer Loyalty with Customer Satisfaction as a Mediating Variable among Gen Z Consumers of Kopi Kenangan in Makassar City. Thesis, Departement of Management, Faculty of Economies and Bussiness.…
ssiness. State University of Makassar. Supervised by Mr. Anwar and Mr. Muhammad Ichwan Musa. This study aims to determine the effect of product quality on customer loyalty with customer satisfaction as a mediating variable among Generation Z consumers of Kopi Kenangan in Makassar City. The focus of this research is to analyze how product quality can increase customer satisfaction and shape customer loyalty. This research uses a quantitative approach with an associative explanatory design. Data were collected through questionnaires distributed to 110 respondents who are Gen Z consumers of Kopi Kenangan in Makassar City. The data analysis technique used Partial Least Squares Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS version 4.0.9.9 to examine the relationships among variables. The results show that product quality has a positive and significant effect on customer satisfaction and customer loyalty. Customer satisfaction also has a positive and significant effect on customer loyalty and acts as a mediating variable in the relationship between product quality and customer loyalty. These findings indicate that good product quality can increase customer satisfaction and strengthen customer loyalty to Kopi Kenangan in Makassar City
Abstract:This study examines the effect of Environmental, Social, and Governance (ESG) disclosure, green investment, and sustainability reporting quality on firm value, with firm size as a moderating variable in energy sector companies…
panies listed on the Indonesia Stock Exchange in 2024. The study employed a quantitative associative approach using secondary data obtained from annual reports, sustainability reports, and financial statements. Purposive sampling produced 65 observations that met the research criteria. Data were analyzed using Moderated Regression Analysis (MRA), supported by classical assumption tests and hypothesis testing. The findings indicate that ESG disclosure does not significantly affect firm value. In contrast, green investment and sustainability reporting quality have positive and significant effects on firm value. Firm size also has a positive and significant direct effect on firm value. However, firm size does not moderate the relationship between ESG disclosure, green investment, or sustainability reporting quality and firm value. Simultaneously, ESG disclosure, green investment, and sustainability reporting quality significantly affect firm value. The first regression model explains 36.0% of the variation in firm value, while the moderation model explains 74.4%. These findings imply that energy sector companies should prioritize concrete green investment initiatives and improve the quality, completeness, and credibility of sustainability reporting to strengthen market value and stakeholder confidence.
Abstract:This study systematically reviews the development of Total Quality Management (TQM) practices in relation to Green Quality Intelligence Capabilities (GQIC), Circular Process Innovation (CPI), and Sustainable Operational…
Performance (SOP). Responding to the need for a clearer review method and a more focused novelty, this article applies the PRISMA 2020-based Systematic Literature Review approach. Articles were identified from the Scopus database using keyword combinations related to TQM, quality management practices, green capability, green innovation, circular economy, circular process innovation, Industry 4.0, Quality 4.0, and sustainability performance. After identification, screening, eligibility assessment, and quality appraisal, 27 articles published between 2016 and 2026 were included in the final synthesis. The findings show that TQM literature has shifted from traditional quality control and customer satisfaction toward digital, green, and sustainability-oriented quality management. Soft TQM dimensions, such as leadership, employee involvement, training, and quality culture, and hard TQM dimensions, such as process management, quality tools, continuous improvement, and data-based decision making, remain dominant. However, prior studies still frequently use general mediators, including knowledge management, organizational culture, innovation capability, and competitive advantage. This review proposes CPI as a more specific mediation mechanism that translates TQM and GQIC into sustainable operational outcomes through waste reduction, resource efficiency, material reuse, energy efficiency, and circular process redesign. The study contributes by offering an integrated conceptual model and propositions for future empirical research on quality management, green intelligence, circular innovation, and sustainable operations.
Abstract:The rapid growth of local cafes in medium-sized cities has shifted competition from product-based offerings to experience-based value creation. This study examines how service quality and store atmosphere influence customer…
mer loyalty through customer satisfaction at See You Cafe in Pinrang City. The study employed a quantitative associative-causal design involving 160 customers selected through purposive sampling, with criteria including customers aged at least 17 years and having visited See You Cafe at least twice. Data were collected using a structured questionnaire measured on a four-point Likert scale and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results show that service quality has a positive and significant effect on customer satisfaction and customer loyalty. Store atmosphere also has a positive and significant effect on customer satisfaction, indicating that physical and sensory elements of the cafe contribute to customers’ positive evaluations. However, store atmosphere does not significantly affect customer loyalty. Customer satisfaction also does not significantly affect loyalty and does not mediate the relationship between service quality and loyalty or between store atmosphere and loyalty. These findings suggest that customer loyalty at See You Cafe is shaped more directly by service quality than by satisfaction or store atmosphere. The study implies that cafe management should prioritize improving service reliability, particularly order-serving timeliness, while maintaining a comfortable atmosphere. In addition, loyalty-building strategies should go beyond customer satisfaction by strengthening service consistency, personalization, and long-term customer engagement
Abstract:Tujuan penelitian pengaruh E-Service Quality dan Brand Trust terhadap Repurchase Intention produk Madame Gie pada platform e-commerce Shopee. Objek penelitian adalah Madame Gie Official Shop di Shopee, dengan unit analisis…
is berupa pelanggan yang berbelanja di toko tersebut. Uji hipotesis melalui regresi linear berganda, uji t, dan uji f. Sampel penelitian 300 responden yang dipilih menggunakan teknik non-probability sampling. E-Service Quality berpengaruh positif dan signifikan terhadap Repurchase Intention ini membuktikan bahwa pengalaman layanan digital yang cepat, mudah, dan responsif memainkan peran penting dalam membentuk loyalitas konsumen. Semakin baik kualitas layanan yang dirasakan konsumen, maka semakin tinggi pula kemungkinan mereka untuk kembali membeli produk Madame Gie melalui Shopee.Brand Trust memiliki pengaruh positif dan signifikan terhadap Repurchase Intention. Kepercayaan konsumen terhadap kualitas, reputasi, dan konsistensi merek Madame Gie menjadi faktor krusial dalam membentuk keputusan pembelian ulang. Kepercayaan ini memperkuat persepsi positif dan mengurangi keraguan terhadap risiko pembelian produk kecantikan secara daring. E-Service Quality dan Brand Trust terhadap Repurchase Intention: Secara simultan, E-Service Quality dan Brand Trust memiliki pengaruh yang sangat signifikan terhadap Repurchase Intention, Hal ini menegaskan pentingnya strategi terpadu dalam pengelolaan kualitas layanan digital dan penguatan identitas merek untuk mempertahankan loyalitas pelanggan di platform e-commerce.
Abstract:This study aims to determine the the influence of product quality, packaging design, and customer experience on consumer repurchase intention on Ayam Penyet Bang Amin products in Rantauprapat, both partially and simultaneously.…
eously. This type of research is quantitative research with an associative approach. The population in this study were all consumers of Ayam Penyet Bang Amin Rantauprapat. The research sample was determined using the Lemeshow formula so that 96 respondents were obtained with a sampling technique using purposive sampling technique. Primary data were collected through online questionnaires and processed using SPSS version 23. The test results showed that partially, product quality had a positive and significant effect on repurchase intention (t count 3.069 > t table 1.986; Sig. 0.003 < 0.05). Packaging design had a positive and significant effect on repurchase intention (t count 2.446 > t table 1.986; Sig. 0.016 < 0.05). Customer experience also has a positive and significant effect on repurchase intention (t count 3.528 > t table 1.986; Sig. 0.001 < 0.05). Simultaneously, product quality, packaging design, and customer experience have a significant effect on consumer repurchase intention (F count 143.923 > F table 2.70; Sig. 0.000 < 0.05). The coefficient of determination of 0.819 indicates that the variables of product quality, packaging design, and customer experience are able to explain the variation in repurchase intention by 81.9%, while the remaining 18.1% is influenced by other variables outside this research model.
Abstract:This study aims to analyze the influence of promotion, service quality, and product innovation on consumer purchasing interest at Dimsum Chakmakan in Rantauprapat City. The study uses a quantitative approach with an associative…
ciative research type. The research sample consisted of 100 respondents selected using a purposive sampling technique with the criteria of consumers who have visited at least twice in the last six months. Data collection was carried out through questionnaires and data analysis using SPSS version 29 through validity tests, reliability, classical assumptions, multiple linear regression, t-test, F-test, and coefficient of determination. The results showed that promotion had a positive and significant effect on purchasing interest with a t-value of 2.255 and a significance of 0.026. Service quality also had a positive and significant effect with a t-value of 3.021 and a significance of 0.003 and was the most dominant variable with a beta value of 0.348. Product innovation had a positive and significant effect with a t-value of 2.179 and a significance of 0.032. Simultaneously, the three variables significantly influence purchase intention with an F value of 34.165 and a significance level of <0.001. The Adjusted R Square value of 0.501 indicates that 50.1% of the variation in purchase intention can be explained by the research model.
Abstract:Pendidikan nasional saat ini menghadapi tantangan besar terkait degradasi moral akibat arus kebebasan berekspresi yang kerap mengabaikan batasan etis dan religius. Sebagai respons, Kementerian Agama RI menggagas Kurikulum…
m Berbasis Cinta (KBC) sebagai pendekatan humanis-moderat untuk mereorientasi pendidikan Islam. Penelitian ini bertujuan untuk menganalisis secara mendalam implementasi Kurikulum Berbasis Cinta dalam menanamkan nilai-nilai humanisme Islam di Madrasah Aliyah Jam'iyyah Islamiyyah melalui tiga tahapan manajemen: perencanaan, pelaksanaan, dan evaluasi, serta melihat proses internalisasinya. Penelitian ini menggunakan pendekatan kualitatif dengan metode studi kasus. Pengumpulan data dilakukan melalui observasi, wawancara mendalam, dan dokumentasi. Hasil penelitian menunjukkan bahwa implementasi KBC di MA Jam'iyyah Islamiyyah mampu menanamkan tiga nilai utama humanisme Islam, kebebasan (liberty), persamaan (equality), dan persaudaraan (fraternity) melalui tahapan internalisasi yang sistematis meliputi transformasi nilai, transaksi nilai, dan transinternalisasi nilai. Keberhasilan kurikulum ini didukung oleh iklim psikologis madrasah yang aman, keteladanan guru, serta integrasi nilai kasih sayang dalam ekosistem pembelajaran yang holistik. Pendekatan afektif ini terbukti mampu mengubah paradigma pembelajaran keagamaan yang kaku menjadi proses dialogis yang emansipatoris dan memanusiakan manusia
Abstract:Caring behavior is a fundamental value and the core of professional nursing practice that directly contributes to the quality of patient care and recovery. One of the internal factors associated with caring behavior is spiritual…
piritual intelligence, which enables nurses to find meaning and purpose in the care they provide. However, evidence suggests that both nurses' caring behavior and spiritual intelligence still need improvement. This study aimed to examine the relationship between spiritual intelligence and nurses' caring behavior in inpatient wards. This study employed a quantitative analytical correlational design with a cross-sectional approach. A total of 53 nurses were recruited using a total sampling technique. Data were collected using the Spiritual Intelligence Self-Report Inventory (SISRI-24) and the Caring Behavior Inventory (CBI). Data were analyzed using the Chi-square test with a significance level of p < 0.05. The findings revealed that less than half of the respondents (47.2%) had low spiritual intelligence, while more than half (54.7%) demonstrated poor caring behavior. Statistical analysis showed a significant relationship between spiritual intelligence and nurses' caring behavior (p = 0.001). Nurses with higher levels of spiritual intelligence tended to demonstrate better caring behavior than those with lower levels of spiritual intelligence. Hospital management is encouraged to consider nurses' spiritual intelligence as an important aspect in efforts to enhance caring behavior and improve the overall quality of nursing services.
Abstract:Kepercayaan publik merupakan faktor penting dalam keberhasilan penyelenggaraan pelayanan publik, termasuk pada sektor pertanahan yang memiliki kompleksitas administrasi dan koordinasi kerja yang tinggi. Penelitian ini bertujuan…
rtujuan menganalisis kemampuan komunikasi interpersonal pegawai Kantor Pertanahan Kota Serang sebagai upaya membangun kepercayaan publik terhadap kualitas layanan yang diberikan. Penelitian menggunakan metode kuantitatif dengan pendekatan survei. Populasi penelitian berjumlah 102 pegawai, dengan sampel sebanyak populasi. Pengumpulan data dilakukan melalui kuesioner yang disusun berdasarkan indikator komunikasi interpersonal menurut DeVito, yaitu keterbukaan, empati, sikap mendukung, sikap positif, dan kesetaraan. Hasil uji instrumen menunjukkan seluruh item pernyataan valid dengan nilai corrected item-total correlation di atas 0,349 serta reliabel dengan nilai Cronbach’s Alpha sebesar 0,969. Temuan penelitian menunjukkan bahwa komunikasi interpersonal pegawai berperan penting dalam memperkuat koordinasi internal, meningkatkan kejelasan informasi, serta mengurangi potensi miskomunikasi yang dapat memengaruhi persepsi masyarakat terhadap pelayanan pertanahan. Komunikasi interpersonal yang efektif mendorong terciptanya pelayanan yang lebih transparan, responsif, dan akuntabel sehingga berkontribusi pada peningkatan kepercayaan publik terhadap Kantor Pertanahan Kota Serang.
Public trust is a crucial factor in the successful implementation of public services, including the land administration sector, which is characterized by complex administrative processes and extensive work coordination. This study aims to analyze the interpersonal communication competence of employees at the Serang City Land Office as an effort to build public trust in the quality of public services provided. This research employed a quantitative method with a survey approach. The study population consisted of 102 employees, all of whom were included as the research sample using a total sampling technique. Data were collected through a questionnaire developed based on DeVito’s interpersonal communication indicators, namely openness, empathy, supportiveness, positiveness, and equality. The instrument testing results indicated that all questionnaire items were valid, with corrected item-total correlation values exceeding 0.349, and reliable, with a Cronbach’s Alpha coefficient of 0.969. The findings reveal that employees’ interpersonal communication plays a significant role in strengthening internal coordination, improving information clarity, and minimizing the potential for miscommunication that may influence public perceptions of land services. Effective interpersonal communication contributes to more transparent, responsive, and accountable public services, thereby enhancing public trust in the Serang City Land Office.