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All Journal GUYUB: Journal of Community Engagement International Journal of Informatics, Economics, Management and Science Business and Applied Management Journal
Mansur Chadi Mursid
Universitas Islam Negeri K.H. Abdurrahman Wahid Pekalongan
Religion Humanities Biochemistry, Genetics & Molecular Biology Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Environmental Science Industrial & Manufacturing Engineering Library & Information Science Materials Science & Nanotechnology Mechanical Engineering Neuroscience Physics Social Sciences Other

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The Mediating Role of Customer Satisfaction in The Relationship Between Service Quality and Complaint Handling Toward Customer Loyalty at Bank After Digital Disruption Mansur Chadi Mursid; Elysia Anindya Indriani; Pratomo Cahyo Kurniawan; Catherine Conales Salvo; Aenurofik Aenurofik; Abdul Hamid
Business and Applied Management Journal Vol. 4 No. 1 (2026)
Publisher : Al-Qalam Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/bamj.v4i1.2089

Abstract

The development of digital transformation in the banking industry has encouraged Bank Syariah Indonesia (BSI) to digitally transform its mobile banking services by releasing the BYOND by BSI SuperApp as the latest version of BSI Mobile. However, in early 2025, a digital service disruption occurred, leading to an increase in customer complaints, including at Bank BSI. This disruption caused inconvenience in transactions and potentially affected customer satisfaction and loyalty. The purpose of this study was to evaluate the extent to which service quality and complaint handling influenced customer loyalty through customer satisfaction. This study used a quantitative approach with a survey method. Data were collected by distributing questionnaires to BSI KCP Pemalang customers using a purposive sampling technique. The sample of this study were BYOND users who were affected by the disruption, had previously reported problems related to BYOND, were at least 18 years old, and lived in the Pemalang area. The measurement scale used a five-point Likert scale. Data analysis was performed using the Structural Equation Modeling (SEM) method based on Partial Least Square (PLS) with the SmartPLS 4 application. The results showed that service quality and complaint handling influenced customer satisfaction. However, service quality and complaint handling did not influence customer loyalty. Customer satisfaction was shown to influence loyalty and mediate the relationship between service quality and complaint handling on customer loyalty with p values 0,001 and 0,003. The practical implication of this research is the importance of prioritizing consumer satisfaction in handling their complaints.
The Edu-Innovation of Smoke Level Waste Incidents and Composters from Reused Gallons in Kalibaros Village Mansur Chadi Mursid; Dewi Halimatus Sarah; Haidhar Ali Zulfikar; Risxi Nizar Afandi; Alya Safira Husna; Annisa Arifiyah; Sintha Anggraeni; Malahayati Ulimas; Alya Rachma; Yonanda Dwi Hansya; Zuhrotul Fu'adah; Naufal Dermawan; Daryl M. De Asis
GUYUB: Journal of Community Engagement Vol 6, No 1 (2025): Maret
Publisher : Universitas Nurul Jadid

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33650/guyub.v6i1.10542

Abstract

The rubbish problem in Indonesia, especially in densely populated areas such as Kalibaros Village, Pekalongan City, is increasingly severe and negatively impacts the environment. This study aims to educate the community about the separation of organic and inorganic rubbish and introduce an innovative low-smoke rubbish incineration device and the production of compost from used gallons. The method used in this community service is Participatory Action Research (PAR). The results showed an increase in community awareness, 95% of participants reported an increased understanding of waste sorting after the training. The innovative low-smoke incineration device successfully reduced air pollution emissions, while the composting of organic rubbish provided dual benefits by reducing rubbish and producing natural fertilizer. This activity is expected to continue with regular assistance to ensure the sustainability of rubbish separation and management practices in the community.
Management Information Systems: Characteristics, Applications, and Future Technological Developments Mansur Chadi Mursid; Rina Tri Astuti
International Journal of Informatics, Economics, Management and Science Vol 4 No 2 (2025): IJIEMS (August 2025)
Publisher : Sekolah Tinggi Manajemen Informatika dan Komputer Jayakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52362/ijiems.v4i2.1918

Abstract

Management Information Systems (MIS) play a crucial role in information management and decision-making processes in an organization. This study aims to identify the main characteristics of MIS, factors that influence its implementation, and the benefits that organizations can obtain from using this system. The method used is a literature study with a descriptive-critical approach to analyze various academic references related to MIS. The results of the study indicate that MIS can improve operational effectiveness, accelerate access to information, and strengthen organizational competitiveness. However, in its implementation, there are various obstacles such as limited resources, resistance to change, and challenges in data security and integration. Along with the development of technologies such as artificial intelligence (AI), big data, and the Internet of Things (IoT), MIS in the future is predicted to become more complex but more optimal. Therefore, the right implementation strategy and active involvement of stakeholders are the main factors in the success of MIS implementation.
Co-Authors Abdul Hamid Aenurofik Alya Rachma Alya Safira Husna Annisa Arifiyah Catherine Conales Salvo Daryl M. De Asis Dewi Halimatus Sarah Elysia Anindya Indriani Haidhar Ali Zulfikar Malahayati Ulimas Naufal Dermawan Pratomo Cahyo Kurniawan Rina Tri Astuti Risxi Nizar Afandi Sintha Anggraeni Yonanda Dwi Hansya Zuhrotul Fu'adah