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Trias Setyowati
Universitas Muhammadiyah Jember, Jember, Indonesia
Economics, Econometrics & Finance

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Participant Satisfaction Mediation: The Impact of Service Quality and Trust on Loyalty in Mobile JKN Participants of BPJS Kesehatan Madiun Branch Anung Budiranto; Eko Budi Satoto; Trias Setyowati
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 2 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i2.9718

Abstract

This study aims to analyze the influence of service quality and trust on the loyalty of participants of the Mobile JKN application BPJS Kesehatan Madiun Branch, with participant satisfaction as a mediation variable. The research method uses a quantitative approach through a questionnaire survey to Mobile JKN participants. The results of the study show that service quality including usage efficiency, system reliability, feature responsiveness, and personal data protection have a positive and significant effect on participant loyalty, both directly and through participant satisfaction as a mediation variable. Participants' trust in the integrity, transparency, and competence of service managers also has a strong effect on loyalty, where participant satisfaction mediates the relationship significantly. The findings prove that participant satisfaction is the main bridge that connects service quality and trust with the loyalty of Mobile JKN application users. The recommendations from this study are the importance of increasing digital feature innovation, transparency, and participant education to strengthen the satisfaction and loyalty of BPJS Kesehatan digital health service users
The Effect of Diversity Inclusion and Leadership Development Mediation of Digital HR Planning on the Performance of Employees of Bhakti Husada Hospital Banyuwangi Handy Kurniawan; Trias Setyowati; Riyanto Setiawan Suharsono
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 2 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i2.9928

Abstract

Bhakti Husada Banyuwangi Hospital as a multiethnic private hospital faces employee performance challenges due to diversity dynamics and adaptive leadership needs in the midst of human resource digital transformation. This study examines the influence of diversity, inclusion, and leadership development on employee performance with digital HR planning as an intervening variable. Using a quantitative explanatory design approach with a saturated sample of the entire population of 195 medical-non-medical employees, data was collected through a valid questionnaire and analyzed by SmartPLS-based Structural Equation Modeling (SEM). The results showed that diversity inclusion had a positive effect on performance through Java-Madura-local representation and inclusion index; leadership development has a positive effect through IDP-360 feedback of the head of space; both significantly affect digital HR planning; digital HR planning itself improves performance through predictive staffing and succession analytics. The effect of partial mediation was confirmed with the moderate category. These findings enrich the Resource-Based View (RBV) theory in the context of Banyuwangi hospitals, recommending DEI-Leadership Digital HRIS for the optimization of inclusive health human resources
THE EFFECT OF COMPETENCE AND WORK DIGITALIZATION ON EMPLOYEE PERFORMANCE, THROUGH THE EFFECTIVENESS OF COMMUNICATION IN THE GENERAL PART OF THE REGIONAL SECRETARIAT OF JEMBER REGENCY Puji Wanusta Rini; Eko Budi Santoso; Trias Setyowati
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 2 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i2.10150

Abstract

Facing the demands of bureaucratic reform and digital transformation in local government, the performance of Jember Regency Secretariat employees is the key to achieving excellent public services in the midst of complex administrative dynamics. Employee competency factors and work digitalization are considered to play a strategic role in improving this performance, with the effectiveness of communication as a crucial link. This study aims to analyze the influence of competence and work digitalization on employee performance, with the effectiveness of communication as an intervening variable in the Jember Regency Secretariat. This type of research uses a quantitative method with a descriptive approach, through observation, questionnaires, and literature studies. The research population is all employees of the Jember Regency Secretariat, with a sample of 109 respondents. The data was analyzed using Structural Equation Modeling (SEM) to test the direct and indirect relationships between variables. The results of the study show that competence and work digitalization have a positive and significant effect on employee performance, both directly and through communication effectiveness mediation. Competence (knowledge, skills, attitudes, motives, strategic thinking) and digitalization (SiKeren, automation) create effective communication that significantly improves the performance of Jember Regency Secretariat employees.
Co-Authors Anung Budiranto Eko Budi Santoso Eko Budi Satoto Handy Kurniawan Puji Wanusta Rini Riyanto Setiawan Suharsono