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:This study aims to analyze the influence of Sales Promotion and Social Media Marketing on the Purchase Intention of BSI Gold products by considering the mediating role of Perceived Value, Brand Awareness, Trust, and Customer…
omer Engagement in the Madiun Raya area. The method used is Systematic Literature Review (SLR) with a bibliometric approach to identify, categorize, and analyze the latest research trends related to factors influencing consumer purchasing decisions in the Islamic banking sector. The results of the analysis show that Sales Promotion and Social Media Marketing have a positive influence on Purchase Intention, either directly or indirectly through mediation variables. These findings underscore the importance of promotional strategies that are integrated with strengthening perceived value, building brand awareness, increasing trust, and managing customer interactions to drive consumer purchase decisions. This study provides theoretical and practical contributions to the development of marketing strategies for Islamic banking products, while offering further research directions using bibliometric methods to explore the relationship between digital marketing variables.
Abstract:The development of digital technology in the banking industry encourages banks to improve the quality of digital services to strengthen the decision to use products by customers. Mobile banking is one of the main innovations…
ions used to improve transaction efficiency and customer experience. This study aims to analyze the influence of marketing communication and service quality on product usage decisions in BYOND by BSI mobile banking with brand image as a mediating variable. The method used is Systematic Literature Review (SLR) combined with bibliometric analysis to identify research trends, relationships between variables, and the development of related studies in the scientific literature. The article selection process is carried out through several stages, namely identification, screening, eligibility, and inclusion based on the PRISMA protocol. The data source is obtained from a database of reputable international journals published in recent years and is relevant to the topics of digital marketing, service quality, brand image, and decisions to use digital banking services. The results of the study show that effective marketing communication and good service quality have an important role in forming a positive brand image, which can ultimately improve the decision to use mobile banking products by customers. Bibliometric analysis also shows an increase in research trends related to digital banking, customer experience, and brand perception in recent years. These findings provide strategic implications for banks in designing marketing communications and improving service quality to strengthen brand image and drive the adoption of mobile banking services.
Abstract:The current study addresses the impact of entrepreneurial orientation, innovation capability, market orientation, and networking capability on business sustainability in small and medium enterprises (SMEs). The contribution…
ion of SMEs to economic development is important; however, sustainability in these entities can be threatened by resource scarcity and rapidly changing environments in markets. The current study adopts a quantitative approach that entails data collection using a structured questionnaire targeting owners and managers in SMEs. The collected data were analyzed through statistical methods to analyze the relationship among study variables. The results of this study indicate that entrepreneurial orientation, innovation capability, market orientation, and networking capability are positive and influential factors in improving business sustainability in SMEs. Market orientation and innovation capability have higher influences on sustainability in SMEs than other factors since customer-centric approaches and innovation have playing crucial roles in ensuring sustainability in business operations for these entities. This study is an important addition to existing theories since this research adopts an integrated approach within strategic capabilities for improved adaptability and sustainability of SMEs in competitive markets
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 analyze the product differentiation strategy implemented by Nhanas Donuts Pinrang in facing culinary business competition in the millennial and Gen Z era. The research method used is descriptive qualitative…
ative with data collection techniques through interviews, observation, and documentation. Informants consisted of the owner, production and service employees, as well as millennial and Gen Z consumers. The results showed that the product differentiation strategy applied includes four main aspects: flavor innovation with contemporary variants (matcha cheese, red velvet crumble, cookies and cream), attractive and "instagrammable" visual display, aesthetic and modern packaging design, as well as active digital marketing through Instagram, Facebook, and TikTok. Supporting factors for the success of differentiation include the owner's creativity, understanding of young consumer behavior, strategic location, and digital branding. The implications of this study indicate that product differentiation integrated with digital marketing is able to increase competitiveness and customer loyalty of local culinary Micro, Small, and Medium Enterprises in the digital era.
Abstract:This study aims to analyze the effect of increasing servicescape and modernization of Public Fuel Filling Station (SPBU) services on the purchase decision of Pertamax Series products with perceived value as a mediating variable.…
ariable. This study uses a Systematic Literature Review (SLR) approach combined with bibliometric analysis to identify, map, and synthesize relevant research developments related to the quality of the service environment, modernization of fuel retail services, perceived value by consumers, and purchasing decisions. Research data was obtained from various reputable scientific articles indexed in academic databases such as Scopus and Google Scholar with a range of publications of the last ten years. The literature selection process is carried out systematically through the stages of identification, screening, feasibility, and inclusion using the PRISMA guidelines. Bibliometric analysis is used to map research trends, author collaboration, and keyword linkages analyzed using VOSviewer software. The results of the study show that increasing servicescape such as facility comfort, cleanliness, physical design, and the availability of supporting facilities is able to increase consumer perception of gas station services. In addition, service modernization through payment digitalization, self-service systems, and technology-based service innovations also strengthen customer experience. The combination of these two factors has been proven to increase perceived value which ultimately encourages consumers to make a decision to purchase Pertamax Series products. The findings of this study make a conceptual contribution to the development of a study of consumer behavior in the energy retail sector and provide practical implications for petrol station managers in designing strategies to improve service quality and modernize facilities to increase consumer preference for high-quality fuels.
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:This study aims to analyze the role of digitalization and financial inclusion of Micro, Small, and Medium Enterprises (MSMEs) as business sustainability strategies. Digital transformation and inclusive financial access are…
re important factors in increasing the competitiveness of MSMEs in the digital economy era. This research uses a qualitative approach with a case study method on MSMEs in the food and beverage sector. Data collection was carried out through in-depth interviews, observations, and documentation, while data analysis used thematic analysis techniques. The results show that digitalization contributes to improving operational efficiency, expanding market access through digital platforms, and strengthening relationships with customers. On the other hand, financial inclusion facilitates access to formal financial services, such as financing and digital payment systems, thereby supporting more professional business management. The synergy between digitalization and financial inclusion has proven to be able to increase the innovation capacity and productivity of MSMEs, which ultimately encourages business transformation towards a higher scale. However, there are several obstacles faced, such as low digital and financial literacy and limited access to infrastructure. Therefore, support from various parties is needed through training, mentoring, and policies that support the empowerment of MSMEs in a sustainable manner
Abstract:This research is motivated by the importance of building and maintaining customer loyalty at the Botani Bina Rahmah Sharia Rural Financing Bank (BPRS), a financial institution that plays a strategic role in strengthening…
the sharia-based economy and promoting financial inclusion at the micro level. The phenomenon of increasing account openings without a corresponding increase in customer retention indicates challenges in managing long-term relationships with customers. Trust and commitment are believed to be important factors in creating loyalty, but the effectiveness of both is often influenced by the level of customer satisfaction. Therefore, this study was conducted to analyze satisfaction as a mediating variable in the relationship between trust and commitment and customer loyalty. This study aims to analyze: (1) the effect of trust on customer loyalty, (2) the effect of commitment on customer loyalty, (3) the effect of trust on loyalty through customer satisfaction as a mediating variable, and (4) the effect of commitment on loyalty through customer satisfaction as a mediating variable. The research approach used is quantitative with a cross-sectional design. Data were collected by distributing Likert-scale questionnaires to 100 active customer respondents of BPRS Botani Bina Rahmah. Data analysis was carried out using Structural Equation Modeling–Partial Least Squares (SEM–PLS) with the help of SmartPLS software to test the validity and reliability of constructs and the relationships between variables in the structural model. The results of the study indicate that trust has a positive and significant effect on customer loyalty, while commitment does not have a significant direct effect on loyalty. Customer satisfaction is proven to act as a significant mediating variable in the relationship between trust and loyalty, as well as between commitment and loyalty. These findings confirm that BPRS customer loyalty is more influenced by the level of trust and satisfaction built through service quality and conformity to Sharia values. Practically, BPRS management needs to strengthen contract transparency, improve service consistency, and optimize digital channels to strengthen trust, increase satisfaction, and ultimately encourage sustainable customer loyalty.