Article Per Year (5 Year)
p-Index From 2021 - 2026
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This Author published in this journals
All Journal Formosa Journal of Multidisciplinary Research (FJMR)
Nabilla Shafira
Institut Pertanian Bogor
Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Education Social Sciences

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The Impact of Service Quality, Pricing, and Customer Satisfaction on Customer Loyalty in Indonesian MSMEs: A Systematic Literature Review Risma Amalia; Nabilla Shafira
Formosa Journal of Multidisciplinary Research Vol. 4 No. 4 (2025): April 2025
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjmr.v4i4.145

Abstract

This study aims to investigate how customer loyalty in Indonesian MSMEs is impacted by service quality, pricing, and customer happiness. Fifty articles published between 2020 and 2023 were analyzed as part of a systematic review of the literature. After reviewing the literature, we created a theoretical framework that argues that MSMEs' antecedent configurations influence their service quality and customer satisfaction at different phases. We examine the fundamental theories of customer loyalty in SME research, as well as service quality, customer happiness, and loyalty, using in-depth content analysis. The assessment points out important theoretical knowledge gaps.
The Role of Job Satisfaction as a Mediating Factor in the Relationship between Motivation and Organizational Citizenship Behavior among Cinema XXI Employees Andre Setiawan; Zainur M Rusdi; Nova Mardiana; Laili Fadhila Banuwa; Nabilla Shafira
Formosa Journal of Multidisciplinary Research Vol. 4 No. 4 (2025): April 2025
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjmr.v4i4.139

Abstract

The purpose of this study was to examine the effect of Organizational Behavior, job satisfaction, motivation and reward is not only as important as motivation, but also affects the ethics of DKI Jakarta XXI Cinema employees. Employees are expected not only to follow the rules in being bound or only according to the imbalance they receive, but they are also expected to work beyond what is equivalent to what is commonly called Organizational Citizenship (OCB). This research is a survey research using a Likert scale of 1-5, with data analysis using SEM-PLS. The sample in this study amounted to 170 samples. This study has the result that OCB on DKI Jakarta XXI Cinema employees has a positive and significant effect on motivation. Cinema XXI DKI Jakarta job satisfaction has a positive and significant effect on motivation, job satisfaction has a positive and significant effect on OCB, and job satisfaction also acts as a mediator between motivation and reinforcement of OCB. The behavior of DKI Jakarta XXI Cinema employees so far has a very strong correlation with social behavior, where every employee has a sense of responsibility towards their organization. However, better collaboration among colleagues is still needed to improve cohesion and morale. The level of employee motivation is good, but it needs to be increased so that Cinema XXI DKI Jakarta employees continue to be enthusiastic, excited and able to improve their performance in the future.
Co-Authors Andre Setiawan Laili Fadhila Banuwa Nova Mardiana Risma Amalia Zainur M Rusdi