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All Journal Journal of Indonesian Management
Isnaliana Isnaliana
Universitas Islam Negeri Ar-Raniry Banda Aceh
Humanities Decision Sciences, Operations Research & Management Social Sciences

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E-Service Quality and Ethical Promotion in Customer Decisions on Digital Sharia Gold Savings in Banda Aceh Ihsan Thaha; Nevi Hasnita; Isnaliana Isnaliana
Journal of Indonesian Management Vol. 6 No. 3 (2026): September
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/jim.v6i3.4271

Abstract

Digital gold savings combines application-based financial services with customer expectations of credible promotion. This study examines the associations of e-service quality and promotional strategy with customer decisions concerning digital Sharia gold savings through Tring at Pegadaian Syariah in Banda Aceh, Indonesia. A cross-sectional survey collected responses from 100 purposively selected customers between March 8 and April 20, 2026. Twenty questionnaire items measured service quality, promotion, and customer decisions on five-point scales. Data were analyzed using multiple linear regression. Promotion showed a positive conditional association with customer decisions (B = 1.126, β = 0.784, p < 0.001), whereas the conditional association for e-service quality was not statistically significant (B = 0.220, β = 0.128, p = 0.215). The overall model was significant (F = 210.544, p < 0.001), with R² = 0.813 and adjusted R² = 0.809. Perceived Sharia compliance received the highest promotion-item mean, while system reliability received the lowest service-item mean. These findings identify promotion as the more prominent correlate within the fitted model and provide complementary priorities for communication and service improvement. Interpretation remains conditional on the cross-sectional design, overlapping predictors, and residual nonnormality.
Co-Authors Ihsan Thaha Nevi Hasnita