Article Per Year (5 Year)
p-Index From 2021 - 2026
0.562
P-Index
This Author published in this journals
All Journal El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Milawati Milawati
Sekolah Tinggi Manajemen Pariwisata dan Logistik (STIM-PAL) Lentera Mondial
Agriculture, Biological Sciences & Forestry Civil Engineering, Building, Construction & Architecture Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
Pengaruh Kualitas Pelayanan, Keamanan Operasional dan Fasilitas Bandara Terhadap Kepuasan Pelanggan di Bandar Udara Internasional Minangkabau Milawati Milawati; Nadia Susanti
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 7 No. 8 (2026): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v7i8.12431

Abstract

Customer satisfaction is a critical indicator of airport operational success amid the intensifying competition in the air transportation industry. This study aims to analyze and empirically verify the influence of service quality, operational security, and airport facilities on customer satisfaction at Minangkabau International Airport (BIM). A quantitative approach with a cross-sectional survey design was applied to 228 respondents selected through purposive sampling technique. Data were collected using a structured questionnaire based on a 1–5 Likert scale and analyzed using multiple linear regression via SPSS version 29. The results indicate that all three independent variables have a positive and significant effect on customer satisfaction, both partially and simultaneously. Operational security emerged as the most dominant predictor (β = 0.302), followed by service quality (β = 0.233), and airport facilities (β = 0.194). Simultaneously, the three variables account for 63.9% of the variation in customer satisfaction (R² = 0.639; F = 131.927; p < 0.001). These findings contribute theoretically to the development of satisfaction-based aviation management and serve as a strategic reference for BIM management in establishing sustainable service improvement priorities.
Pengaruh Kemudahan Penggunaan Aplikasi Pegadaian Digital dan Kualitas Pelayanan Terhadap Peningkatan Kepuasan Nasabah Generasi-Z di PT Pegadaian (Persero) UPC Banggai Renaultdy Aditia Mamarasi; Milawati Milawati
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 7 No. 10 (2026): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v7i10.13375

Abstract

This study aims to analyze the effect of the use of Digital Service Applications and Service Quality on increasing customer satisfaction among Generation Z customers at PT Pegadaian (Persero) UPC Banggai. The research method used was a quantitative approach with a purposive sampling technique. The research sample consisted of customers of PT Pegadaian (Persero) UPC Banggai who belonged to the Generation Z category and had used the Pegadaian Digital Application. Data were collected through questionnaires and analyzed using validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, t-tests, F-tests, and the coefficient of determination. The results showed that the ease of use of the Pegadaian Digital Application had a positive and significant effect on customer satisfaction. Simultaneously, the variables of Digital Application Usage and Service Quality had a significant effect on Customer Satisfaction, with an F-count value of 1011.556, which was greater than the F-table value of 3.946, and a significance value of 0.000 < 0.05. This indicates that both variables together were able to increase the satisfaction of Generation Z customers at PT Pegadaian (Persero) UPC Banggai.
Co-Authors Nadia Susanti Renaultdy Aditia Mamarasi