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All Journal Jurnal Relevansi : Ekonomi, Manajemen dan Bisnis
Bhakti Hendrakusuma
Universitas Gajayana Malang
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Effect of Service Quality on Customer Satisfaction with Trust as a Mediator Luh Putu Nevi Widiastuti; Dwi Orbaningsih; Bhakti Hendrakusuma
Jurnal Relevansi : Ekonomi, Manajemen dan Bisnis Vol 10 No 1 (2026): Jurnal Relevansi: Ekonomi, Manajemen dan Bisnis
Publisher : LPPM STIE KRAKATAU

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61401/relevansi.v10i1.391

Abstract

This study aims to examine the effect of service quality on customer satisfaction with trust as a mediating variable at PT BPD Bali’s Singaraja Branch. Service quality was measured using the five SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. A quantitative explanatory approach was applied using data from 400 customers selected through accidental sampling method. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that all service quality dimensions significantly affect trust and the customer satisfaction. Tangibility and empathy were the strongest predictors of trust, whereas reliability had the strongest direct effect on satisfaction. Trust also significantly influenced satisfaction and partially mediated the relationship between service quality and satisfaction. The model explained 59.7% of the trust variance and 50.8% of the satisfaction variance. The study concludes that improving service quality is essential for enhancing customer satisfaction directly and indirectly through trust. Banks should prioritize reliable, responsive, and customer-oriented services to strengthen their long-term relationships. This study contributes to the banking service literature by extending the SERVQUAL model through trust as a mediating mechanism in regional banking. However, the study was limited to one branch and cross-sectional data, which may reduce generalizability. Future studies should involve multiple institutions and additional variables, such as digital service quality and loyalty.
Big Data Analytics Competence and Transformational Leadership in Managerial Self-Efficacy for Data-Driven Decisions Muhammad Daan Agung Lazuardi; Umi Muawwanah; Bhakti Hendrakusuma
Jurnal Relevansi : Ekonomi, Manajemen dan Bisnis Vol 10 No 1 (2026): Jurnal Relevansi: Ekonomi, Manajemen dan Bisnis
Publisher : LPPM STIE KRAKATAU

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61401/relevansi.v10i1.400

Abstract

The rapid digital transformation within the energy sector has increased organizational dependence on data-driven decision-making, where managerial effectiveness is shaped not only by technological capability but also by psychological readiness and leadership support. This study examines the influence of big data analytics competence and transformational leadership on managerial self-efficacy in data-driven decision-making. A quantitative explanatory design was applied, involving 72 managerial employees selected through total sampling. Data were collected using structured questionnaires with a five-point Likert scale and analyzed using multiple linear regression in SPSS version 26. The results show that big data analytics competence has a positive and significant effect on managerial self-efficacy (β=0.221; p=0.003), whereas transformational leadership has a stronger positive influence (β=0.682; p<0.001). Simultaneously, both variables significantly explained managerial self-efficacy (R²=0.681; F=72.541; p<0.001). The study concludes that both factors enhance managerial self-efficacy, with transformational leadership being the more dominant factor. However, this study is limited by its single-organization context and cross-sectional design. Theoretically, this study integrates the Resource-Based View and Social Cognitive Theory, while practically, it emphasizes the need to strengthen analytical competence and transformational leadership to improve data-driven decision-making.
Co-Authors Dwi Orbaningsih Luh Putu Nevi Widiastuti Muhammad Daan Agung Lazuardi Umi Muawwanah