Abstract:This study aims to analyze the influence of product quality and promotion and reward programs on customer loyalty through customer satisfaction in gold savings customers at Bank Syariah Indonesia (BSI) using the Systematic…
ic Literature Review (SLR) approach combined with bibliometric analysis. This study examines scientific articles published in the 2020–2025 range from various reputable databases such as Scopus, ScienceDirect, and Google Scholar. The literature selection process is carried out using the PRISMA method to ensure the quality and relevance of articles. A total of 75 selected articles were analyzed to identify patterns of relationships between variables, research trends, and existing research gaps. The results of the study show that product quality has a significant influence on customer satisfaction, especially through the aspects of security, transparency, and ease of access to gold savings products. In addition, promotional and reward programs have been proven to increase the perception of customer value which has a positive impact on satisfaction and loyalty. Bibliometric analysis reveals an increase in research trends related to customer loyalty in the Islamic banking sector, with a primary focus on digitizing customer services and experience. These findings strengthen the role of customer satisfaction as a crucial mediating variable in building customer loyalty. This research provides theoretical implications in the development of customer loyalty models in the Islamic financial sector as well as practical implications for BSI in designing marketing strategies and improving the quality of gold savings services.
Abstract:The purpose of this study is to investigate the relationship beetween job satisfaction and work stress on turnover intention as well as organizational commitment mediates this reliationship. To gather study data, the questionnaire…
stionnaire was used to poll 100 individuals. Structural Equation Modeling (SEM) was the method used in this quantitive study. SmartPLS version 4.1.1.6 with the PLS-SEM Algorithm and Bootstrapping was used to analyze the data. The findings demonstrated that while work stress had a positive but negligible impact on turnover intention, job satisfaction and organizational commitment had a negative and significant influence. Furthermore, the findings indicate that organizational commitment is significantly impacted negatively by work stress and positively by job satisfaction. Additionally, whereas organizational commitment can moderate the association between work stress and turnover intention, it cannot mediate the relationship between job satisfaction and turnover intention. This study has a results to provide important managerial implications for managing employees' turnover intention tendencies
Abstract:This study aims to identify, evaluate, and synthesize empirical evidence regarding the influence of Organizational Culture (OC) and Work Environment (WE) on Employee Performance (EP), as well as the mediating role of Job…
Satisfaction (JS). The method used is Systematic Literature Review (SLR) with the PRISMA 2020 protocol. Searches were conducted on the Scopus, Web of Science, and SINTA databases for publications in 2020–2026. Of the 350 articles identified, 36 articles met the inclusion criteria and were analyzed in depth. The results of the review found that: (1) organizational culture has a positive and significant effect on employee performance; (2) the work environment has a positive and significant effect on employee performance; (3) organizational culture has a positive and significant effect on job satisfaction; (4) the work environment has a positive and significant effect on job satisfaction; (5) job satisfaction has a positive and significant effect on employee performance; (6) job satisfaction partially mediates the influence of organizational culture on employee performance; and (7) job satisfaction mediates the influence of the work environment on employee performance. These findings make a theoretical contribution to the development of the human resource management literature and practical implications for organizations in designing employee performance improvement strategies.
Abstract:This study examines the innovation of public transport service management through a platic waste-based payment in the Trans Semanggi Suroboyo (TSS) service in Surabaya City. The study aims to analyse the effectiveness of…
this innovation in supporting sustainable urban transport development, particularly in relation to Sustainable Development Goals (SDGs) 11. A qualitative descriptive approach was employed, using secondary data collected from scientific literature, official reports, and regulatory documents. The analysis was conducted using George C. Edward III’s policy implementation framework, focusing on communication, resources, disposition, and bureaucratic structure. The finding indicate that this innovation contributes positively to environmental management and promotes public participation in waste reduction while improving transport accessibility. However, its implementation faces several challenges, including limited fleet availability, inadequate infrastructure, fragmented communication, and key to integrity between payment system. These constraints affect service efficiency and user satisfaction. Therefore, strengthening policy coordination, improving infrastructure, enhancing human resource capacity, and optimizing public communication are necessary to support the sustainability and effectiveness of this innovation. This study highlights that integrated and adaptive public transport innovations are essential in achieving inclusive, efficient, and sustainable urban mobility in line with SDGs 11.
Abstract:Abstract also written in English containing key issues, objectives, methods and results. Abstract This study examines the role of service creativity in the performing arts ecosystem within the context of cultural tourism,…
m, highlighting how service processes contribute to value creation beyond the artistic aspect. Cultural tourism has shifted from an object-based orientation to an experiential one, understanding performing arts not merely as a creative product but as an experience constructed through interactions between service providers and consumers. In this context, service becomes an integral part of the value creation process and audience satisfaction. This research uses a qualitative approach with a single case study method at PT Mata Hati Kitapoleng, a performing arts company in Bali. Data collection was conducted through in-depth semi-structured interviews and non-participatory observation. This research focuses on how service creativity is built through organizational processes, interactions, and practices. The results show that service creativity is formed through a structured yet flexible process, which integrates empathy for consumers, team collaboration, idea exploration, and continuous evaluation. The design thinking approach enables companies to deeply understand consumer needs and translate them into personalized and meaningful experiences. Service in this context is understood as a co-creative process, where consumers play an active role in shaping the final outcome. Furthermore, consumer satisfaction is influenced by various factors, such as trust, production and financial efficiency, innovation capacity, and evaluation and feedback mechanisms. This research confirms that service creativity is a strategic element in enhancing the competitiveness and sustainability of performing arts businesses within the cultural tourism ecosystem.
Abstract:This narrative review explores whether high-potential workers (HiPo) within Indonesian organizations across various sectors consistently exhibit elevated levels of emotional intelligence (EI), and it assesses the relevance…
ce of the Competency Based Model proposed by Boyatzis in the identification and development of HiPos. The review compiles freely accessible scholarly articles from 2024 to 2025, with a focus on research from Indonesia and includes one primary benchmark study on high-potential individuals for comparison, as studies specific to Indonesian HiPo are scarce. Findings reveal that being classified as a HiPo does not necessarily correlate with having high EI. Research directly related to high potential employees indicates that cognitive-intrapersonal skills such as initiative, desire for learning, and the ability to think outside conventional limits are stronger indicators of high potential than emotional-interpersonal skills. Research from various Indonesian sectors, including manufacturing, energy, construction, and public services, suggests that while EI plays a significant role in enhancing employee productivity, work performance, job satisfaction, and effectiveness in management, its influence typically operates through mediating factors instead of serving as a direct predictor. Furthermore, talent management research in Indonesia shows that numerous organizations still depend on performance evaluations and fragmented methods instead of comprehensive competency frameworks. This review concludes that the Competency Based Model is relevant in Indonesian organizations across different sectors; however, it should be viewed as encompassing a range of competencies rather than a single attribute. While EI is valuable, it is not an essential or sufficient criterion for determining high-potential employees.
Abstract:The digital transformation in higher education requires universities to provide not only reliable technology-based academic services but also physical facilities that support the student learning experience. This study aims…
ims to analyze the effect of the Academic Information System (SIAKAD) e-Service Quality and campus facilities on institutional image, with student satisfaction as an intervening variable. The study employed a quantitative approach with a causal associative design. Data were collected through a five-point Likert-scale questionnaire from 80 active students of STIMI-YAPMI Makassar selected using a purposive sampling technique. Data analysis was conducted using validity and reliability tests, path analysis, and the Sobel test to examine the mediating role. The results showed that e-Service Quality and physical facilities had a positive and significant effect on student satisfaction and institutional image. E-Service Quality had the most dominant influence on student satisfaction. Furthermore, student satisfaction was shown to mediate the effect of e-Service Quality on institutional image, but not the effect of physical facilities on institutional image. These results indicate that e-Service Quality shapes institutional image through student experience and satisfaction, while physical facilities act as a reputational symbol that directly influences image. This research provides theoretical contributions in the development of higher education service management models as well as practical implications for higher education managers in formulating strategies for improving service quality and strengthening the institution's image in a sustainable manner.
Abstract:The Influence of Product Quality on Customer Loyalty with Customer Satisfaction as a Mediating Variable in Gen Z Consumers of Kopi Kenangan in Makassar City. Thesis, Management Study Program, Faculty of Economics and Business,…
iness, Makassar State University. Guided by Mr. Anwar and Mr. Muhammad Ichwan Musa. This study aims to determine the influence of product quality on customer loyalty with customer satisfaction as a mediating variable in 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 type of research uses a quantitative approach with explanatory associatives. Data was collected through a questionnaire to 110 respondents who are Gen Z consumers of Kopi Kenangan in Makassar City. The data analysis technique uses Partial Least Squares Structural Equation Modeling (PLS-SEM) with the help of the SmartPLS application version 4.0.9.9. to test relationships between variables. The results of the study 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 show that good product quality can increase satisfaction and strengthen the loyalty of Kopi Kenangan customers in Makassar City.
Abstract:This study aims to systematically analyze the influence of ease of use and product safety on sales increase with customer satisfaction as a mediating variable through a Systematic Literature Review (SLR) approach combined…
d with bibliometric analysis. The research method uses a qualitative-descriptive approach with SLR techniques to identify, select, and analyze relevant scientific articles from various academic databases in a given publication period. The literature selection process is carried out through the stages of identification, screening, eligibility, and inclusion so that a number of articles that meet the inclusion criteria are obtained. Bibliometric analysis is used to map research trends, author collaborations, and developments on topics related to ease of use, product safety, customer satisfaction, and sales improvement. The results of the study show that the ease of use of products or services contributes significantly to the perception of value and customer comfort in using the product, which ultimately increases the level of satisfaction. In addition, product safety is also an important factor that affects customer trust so as to strengthen consumer satisfaction and loyalty. Customer satisfaction has been shown to play a role as a mediating variable that strengthens the relationship between ease of use and product safety to increased sales. The findings of this study confirm that companies need to optimize aspects of ease of use and product safety as a strategy to increase customer satisfaction and encourage sustainable sales growth. This study also makes theoretical and practical contributions in the development of marketing literature and consumer management, especially related to the integration of SLR approaches and bibliometric analysis in understanding the dynamics of factors that influence sales increases.
Abstract:Patient satisfaction is a key indicator of health service quality and is closely related to loyalty, intention to repeat visit, and institutional reputation 1. Waiting time reflects the efficiency of the process and the…
responsiveness of services at the stages of registration, administration, and consultation which have a direct impact on the perception of quality and satisfaction 2. Literature review shows a consistent pattern: long wait times decrease satisfaction, while short, predictable wait times increase satisfaction, especially in outpatient services that have higher expectations of timeliness 3. Waiting longer than 60 minutes is associated with a significant decrease in satisfaction scores, making the management of wait time duration and variability crucial. Determining factors include queue design, health worker capacity, administrative complexity, and timeliness of doctors; Meanwhile, digital solutions (e.g. Mobile JKN) speed up the pre-visit and visit process and related to a 5.6 reduction in waiting time. This review summarizes the findings of 2015–2024, maps the determinants and mechanisms of the relationship between wait time and satisfaction, and offers managerial strategies for healthcare facilities in Indonesia and internationally 7