Abstract:Clean water services are a basic need for the community, so optimizing the performance of regional drinking water companies (PDAM) is crucial to improve customer satisfaction. However, the main challenge faced by PDAM Balikpapan…
likpapan City is low customer satisfaction due to suboptimal service quality, which is largely influenced by employee performance. This study aims to analyze the effect of internal service quality on employee job satisfaction and customer-oriented performance, and to examine the mediating role of job satisfaction at PDAM Perumda Tirta Manuntung in Balikpapan City. This study is motivated by the importance of improving the quality of public services in the clean water utility sector, which requires organizations to be able to create an effective internal service system to support the quality of services provided to the community. This study uses an explanatory approach. Quantitative data were collected through questionnaires distributed to 196 employees, selected using the Slovin formula, while qualitative data were obtained through in-depth interviews and field observations. Data analysis used Structural Equation Modeling–Partial Least Squares (SEM-PLS) to examine the relationship between variables. The results show that internal service quality has a positive and significant influence on employee job satisfaction and customer-oriented performance. Job satisfaction was also found to have a positive and significant influence on customer-oriented employee performance. Furthermore, job satisfaction mediated the relationship between internal service quality and customer-oriented employee performance. These findings strengthen the relevance of the Service-Profit Chain Model in the context of public service organizations, particularly regional water utilities. This study provides theoretical contributions through the development of the Service-Profit Chain Model in the public utility sector, as well as practical contributions for PDAM management in formulating strategies to continuously improve internal service quality, job satisfaction, and customer service quality.
Abstract:This research aims to analyze the influence of internal and external bank factors which include Capital Adequacy Ratio (CAR), Loan to Deposit Ratio (LDR), Non-Performing Loans (NPL), interest rates, inflation and economic…
c growth on Return on Assets (ROA) in conventional banking in Indonesia. This research uses quantitative methods with a causality approach. The data used is secondary data obtained from bank financial reports and official publications related to the research period. The analysis technique used is panel data regression using model selection tests, classical assumption tests, and hypothesis tests. The research results show that all independent variables simultaneously influence ROA. Partially, NPL has a significant negative effect on ROA, while other variables such as CAR, LDR, interest rates, inflation and economic growth show varying effects on bank profitability. This research concludes that credit risk is the dominant factor influencing banking financial performance.
Abstract:The rapid development of digital technologies has significantly transformed marketing practices and consumer behavior. In recent years, digital marketing, particularly through social media platforms, has become an essential…
ial strategy for firms to enhance consumer engagement and influence purchase decisions. Despite the growing body of literature, the relationships among social media marketing, brand trust, customer preference, and purchase decision remain fragmented across previous studies. Therefore, this study aims to provide a comprehensive overview of the research landscape and identify emerging trends in this field. This study employs a Systematic Literature Review (SLR) combined with bibliometric analysis to examine publications related to social media marketing, brand trust, customer preference, and purchase decision. Data were collected from the Scopus database covering the period from 2021 to 2026. Bibliometric mapping and keyword co-occurrence analysis were conducted using VOSviewer to identify research clusters, thematic structures, and the evolution of research topics. The findings reveal a significant increase in publications on social media marketing and consumer behavior, indicating growing academic interest in this domain. The bibliometric analysis shows that social media marketing acts as a central theme connecting key variables such as brand trust, customer preference, and purchase intention/decision. Furthermore, overlay visualization indicates that emerging research topics include consumer engagement, influencer marketing, electronic word-of-mouth (e-WOM), and perceived value, reflecting a shift toward a more integrated and experiential understanding of consumer behavior in digital environments. This study contributes to the literature by mapping the intellectual structure and research evolution in the social media marketing domain and highlighting potential directions for future research. The findings also provide insights for researchers and practitioners in developing more effective and trust-oriented digital marketing strategies to influence consumer purchase decisions
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 identify and analyze the influence of organizational commitment on succession readiness as well as the mediating role of employee development and talent management through the Individual Development Plan…
an (IDP). Using the Systematic Literature Review (SLR) method with the PRISMA 2020 protocol, searches were conducted on Scopus, Web of Science, EBSCO, ProQuest, and Google Scholar for English-language publications in 2020–2025. Of the 375 articles identified, 30 met all inclusion criteria. The results of the review found that: (1) organizational commitment, especially the affective dimension, had a positive and significant effect on succession readiness; (2) employee development partially mediates the relationship between organizational commitment and succession readiness; (3) talent management through IDP partially mediates the relationship; and (4) there is a sequential mediation effect of OC → ED → TM/IDP → succession readiness. These findings provide important theoretical and practical implications for organizations in designing succession programs that are sustainable and based on individual competencies.
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:Micro, Small, and Medium Enterprises (MSMEs) have a very strategic role in the global economy as the backbone of the economy that contributes significantly to economic growth, improving the quality of human capital is a…
key factor in encouraging productivity and economic growth, including in the MSME sector. This research aims to identify, evaluate, and systematically synthesize empirical and conceptual findings related to the role of human capital in increasing the productivity and growth of MSMEs. This study examines the role of human capital in increasing productivity and growth for MSMEs using the Systematic Literature Review (SLR) approach. A total of 30 indexed and peer-reviewed scientific articles published in the period 2020 to 2026 were systematically analyzed by following the PRISMA guidelines. This study focuses on four main human capital instruments, namely Resource Based View, Dynamic Capability, and Value Co-Creation as fundamental elements in increasing productivity and growth for MSMEs. The results of the synthesis show that most of the studies identified a positive relationship around 80% of the studies analyzed identified a positive relationship between the application of human capital in increasing productivity and growth of MSMEs, both directly and through the role of mediation and moderation variables. However, not all studies show consistent results. The other 20% of articles showed non-positive results, which included insignificant, conditional, mixed, or negative findings
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:This study aims to examine and analyze the effect of trust, income, and life style on fashion purchase decisions using paylater among Accounting students at UPN “Veteran” East Java. The background of this research is based…
based on the rapid development of financial technology and e-commerce, which has influenced consumer behavior, particularly among university students, including their purchasing decisions for fashion products through paylater services. This phenomenon highlights the importance of understanding the factors that influence consumers’ decisions to use paylater services. This research employs a quantitative approach using primary data collected through a questionnaire distributed via Google Form. The sample consists of 72 respondents selected using a random sampling method. Data analysis was conducted using SPSS to test the relationships between variables. The results show that trust, income, and life style have a positive and significant effect on fashion purchase decisions using paylater. These findings are consistent with the Theory of Planned Behavior (TPB), which states that consumer behavior is influenced by attitudes, subjective norms, and perceived behavioral control.
Abstract:This study aims to analyze the factors that affect rice consumption in South Sulawesi Province using a panel data approach for 2018–2024. The dependent variables used are rice consumption (tons), while the independent variables…
variables include per capita income, household size, rice production, human development index (HDI), and percentage of poor population. The analysis was performed with a panel data regression model using R software, with a series of model specification tests including the Chow test, the Hausman test, and the Lagrange Multiplier (LM) test. The best model obtained is the Fixed Effect Model (FEM). Partially, the variables of household size and rice production had a significant negative effect on rice consumption, while HDI had a significant positive effect. The variables of per capita income and poverty level have a negative but not significant effect. These results indicate that rice consumption in South Sulawesi is more influenced by social aspects and quality of life than purely economic factors. These findings affirm the importance of food security policies that focus on improving human development, rice distribution efficiency, and strengthening social protection programs to maintain the stability of household food consumption.