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All Journal Jurnal Ragam Pengabdian
Amran Wahyudiah
Universitas Balikpapan
Environmental Science Social Sciences Other

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Determinan Loyalitas Nasabah Bank Mandiri: Analisis Kualitas Layanan, Kepercayaan, Dan E-Banking Melalui Kepuasan Nasabah Di Balikpapan Afrisal Arianto; Fransisca Ursila Y L Y; Wiwin Pebriana; Amran Wahyudiah; Syahril Hasan
Jurnal Ragam Pengabdian Vol. 3 No. 2 (2026): Mei-Agustus (Inprogress)
Publisher : Lembaga Teewan Journal Solutions

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62710/h4kv2856

Abstract

This study was conducted to analyze the influence of service quality, customer trust, mobile banking, and customer satisfaction on customer loyalty at Bank Mandiri in Balikpapan City. The approach used in this study was quantitative with a purposive sampling technique for 70 respondents. Data processing was carried out using the Structural Equation Modeling method based on Partial Least Square (SEM-PLS) through the SmartPLS application. The results of the study indicate that customer trust has a positive and significant effect on customer satisfaction. On the other hand, service quality and mobile banking have not been able to provide a significant influence on customer satisfaction or loyalty. Furthermore, customer satisfaction has not been proven to significantly influence customer loyalty. The findings of this study indicate that in the development of digital banking services, the trust factor has become a more dominant aspect in shaping customer satisfaction compared to service quality or mobile banking usage. Therefore, banks need to improve system security, service consistency, and information transparency to maintain customer satisfaction and loyalty.
Analisis Minat Investasi Emas Nasabah Bank Syariah Indonesia di Balikpapan Fransisca Ursula; Wiwin Pebriana; Afrisal Dwi Arianto; Amran Wahyudiah; Nurlia
Jurnal Ragam Pengabdian Vol. 3 No. 2 (2026): Mei-Agustus (Inprogress)
Publisher : Lembaga Teewan Journal Solutions

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62710/6h4enj71

Abstract

This study aims to analyze the effect of financial literacy, investment risk, and gold price fluctuations on gold investment interest among customers of Bank Syariah Indonesia in Balikpapan. This research used a quantitative approach with an associative research design. The population consisted of 1,200 priority customers, while the sample of 92 respondents was determined using the Slovin formula and selected through convenience sampling. Data were collected through questionnaires distributed directly and via Google Forms using a Likert scale. Data analysis was conducted using Partial Least Square-Structural Equation Modeling (PLS-SEM) with SmartPLS 4 software. The results showed that financial literacy, investment risk, and gold price fluctuations have a positive and significant effect on gold investment interest. Financial literacy was found to be the most dominant variable influencing investment interest. The coefficient of determination (R-Square) value of 0.632 indicates that the independent variables explain 63.2% of the variation in gold investment interest, while the remaining 36.8% is influenced by other variables outside the study. This study concludes that improving financial literacy and understanding investment risk can increase customers’ interest in gold investment
Co-Authors Afrisal Arianto Afrisal Dwi Arianto Fransisca Ursila Y L Y Fransisca Ursula Nurlia Nurlia Syahril Hasan Wiwin Pebriana