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V. Verawaty
Institut Bisnis dan Keuangan (IBK) Nitro
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Library & Information Science Social Sciences

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The Effect of Service Quality and Package Prices on Customer Loyalty Through Umrah Pilgrim Satisfaction as an Intervening Variable at Anhatour & Travel H Harmawati; V. Verawaty; A. Faisal Syam
Golden Ratio of Mapping Idea and Literature Format Vol. 6 No. 4 (2026): August – October
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grmilf.v6i4.2677

Abstract

This study employed a quantitative approach with a causal research design. The study population consisted of 1,894 pilgrims, from which a sample of 95 respondents was selected using purposive sampling. Data were collected through questionnaires using a Likert scale and analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method. The results show that service quality and package prices have a positive and significant effect on pilgrim satisfaction. Service quality, package prices, and pilgrim satisfaction were also found to have positive and significant effects on pilgrim loyalty. Furthermore, pilgrim satisfaction positively and significantly mediates the effects of both service quality and package prices on pilgrim loyalty. These findings confirm that pilgrim loyalty is built through the synergy of superior service quality, value-based price perceptions, and satisfaction resulting from the fulfillment of pilgrims' expectations. This study strengthens Expectation Confirmation Theory by demonstrating that the congruence between expectations and service experiences serves as a key mechanism in building pilgrim satisfaction and loyalty. Practically, the findings provide implications for Umrah travel service providers to develop service strategies oriented toward quality, competitive pricing, and pilgrim experience in order to foster loyalty and achieve sustainable competitive advantage.
The Effect of Job Promotion and Work Motivation on Employee Performance with Job Satisfaction as an Intervening Variable: A Study at PT Bank Negara Indonesia (Persero) Tbk, Mattoangin Branch Fadjar Hidayat; Mohammad Hatta; V. Verawaty
Golden Ratio of Mapping Idea and Literature Format Vol. 6 No. 4 (2026): August – October
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grmilf.v6i4.2685

Abstract

This study aims to examine and analyze the effects of job promotion and work motivation on employee performance, with job satisfaction as an intervening variable, at PT Bank Negara Indonesia (Persero) Tbk, Mattoangin Branch. The study was conducted over a two-month period, from October to November 2025. The population consisted of 118 permanent employees of PT Bank Negara Indonesia (Persero) Tbk, Mattoangin Branch. The sampling method employed a saturated sampling technique, resulting in all 118 permanent employees being selected as the research sample. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that job promotion has a positive and significant effect on job satisfaction, while work motivation also has a positive and significant effect on job satisfaction. Job promotion and work motivation each have a positive and significant effect on employee performance. Furthermore, job satisfaction has a positive and significant effect on employee performance. Job promotion has a significant effect on employee performance through job satisfaction as an intervening variable, and work motivation also has a significant effect on employee performance through job satisfaction as an intervening variable.
The Effect of Perceived Usefulness of the Tring Application and Digital Service Quality on Customer Loyalty through Customer Satisfaction at PT Pegadaian, Mamuju Branch Abdul Samad; Muhammad Nasir Hamzah; V. Verawaty
Golden Ratio of Mapping Idea and Literature Format Vol. 6 No. 4 (2026): August – October
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grmilf.v6i4.2687

Abstract

Digital transformation in the financial services sector has encouraged PT Pegadaian to develop the TRING application as a digital service platform to enhance customer satisfaction and loyalty. This study aims to analyze the effects of perceived usefulness of the TRING application and digital service quality on customer loyalty through customer satisfaction at PT Pegadaian, Mamuju Branch. This study employed a quantitative approach using a survey of 100 respondents who use the TRING application. Data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS software. The results indicate that: (1) perceived usefulness of the TRING application has a positive and significant effect on customer satisfaction; (2) digital service quality has a positive and significant effect on customer satisfaction; (3) perceived usefulness of the TRING application has a positive but insignificant effect on customer loyalty; (4) digital service quality has a positive and significant effect on customer loyalty; (5) customer satisfaction has a positive but insignificant effect on customer loyalty; (6) perceived usefulness of the TRING application does not have a significant effect on customer loyalty through customer satisfaction; and (7) digital service quality does not have a significant effect on customer loyalty through customer satisfaction. The findings indicate that digital service quality is the most dominant factor in enhancing the loyalty of TRING application users, while customer satisfaction does not yet function as a mediating variable in the research model. Therefore, PT Pegadaian should prioritize improving digital service quality, particularly in terms of system reliability, security, ease of use, and service responsiveness, to strengthen customer loyalty.
The Influence of Financial Literacy and Digital Payment Experience on Millennials’ Saving Intention through Financial Self-Efficacy: Evidence from General Bank Savings Products in North Toraja Regency Glorian Parannuan Boong; Rachman Suwandaru; V. Verawaty
Golden Ratio of Mapping Idea and Literature Format Vol. 6 No. 4 (2026): August – October
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grmilf.v6i4.2689

Abstract

This study aims to analyze the effects of financial literacy and digital payment experience on millennials’ saving intention toward general bank savings products, with financial self-efficacy as an intervening variable in North Toraja Regency. This study employed a quantitative approach using an explanatory research design and a cross-sectional survey. Data were collected through questionnaires distributed to millennials in North Toraja Regency who met the predetermined research criteria. The data were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) to examine both the direct and indirect relationships among the variables. The results show that: (1) financial literacy has a positive and significant effect on millennials’ financial self-efficacy in North Toraja Regency; (2) digital payment experience has a positive but insignificant effect on millennials’ financial self-efficacy; (3) financial literacy has a positive but insignificant direct effect on millennials’ saving intention toward general bank savings products; (4) digital payment experience has a positive and significant effect on millennials’ saving intention toward general bank savings products in North Toraja Regency; (5) financial self-efficacy has a positive and significant effect on millennials’ saving intention toward general bank savings products in North Toraja Regency; (6) financial literacy has a positive and significant indirect effect on millennials’ saving intention through financial self-efficacy; and (7) digital payment experience has a positive but insignificant indirect effect on millennials’ saving intention through financial self-efficacy.
The Effect of Skills and Competence on Performance Through Work Motivation at the Mobile Brigade Unit of the West Sulawesi Regional Police (SAT BRIMOB POLDA SULBAR) Muh. Arief Wicaksono; V. Verawaty; Faisal Syam
Golden Ratio of Mapping Idea and Literature Format Vol. 6 No. 4 (2026): August – October
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grmilf.v6i4.2696

Abstract

This study aims to examine and analyze the effects of skills and competence on performance through work motivation among personnel of the Mobile Brigade Unit of the West Sulawesi Regional Police (SAT BRIMOB POLDA SULBAR). This study employed a quantitative approach using a survey method. The population consisted of all personnel of SAT BRIMOB POLDA SULBAR, with a sample of 95 respondents selected using a saturated sampling technique. Data were collected through questionnaires distributed to the respondents. The data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS 4.10. The results indicate that skills have a positive and significant effect on performance among personnel of SAT BRIMOB POLDA SULBAR. Competence also has a positive and significant effect on performance. Skills have a positive and significant effect on work motivation, while competence also has a positive and significant effect on work motivation. Furthermore, work motivation has a positive and significant effect on performance. Skills have a significant effect on performance through work motivation, and competence has a significant effect on performance through work motivation among personnel of SAT BRIMOB POLDA SULBAR.
The Effect of Training and Work Environment on Employee Performance with Competence as an Intervening Variable: A Study of Employees in the Concentrating Division of PT Freeport Indonesia, Tembagapura Purwinda Pali; V. Verawaty; Natsir Muhammad
Golden Ratio of Mapping Idea and Literature Format Vol. 6 No. 4 (2026): August – October
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grmilf.v6i4.2697

Abstract

This study examines the effects of Training and Work Environment on Employee Performance, with Competence as an intervening variable among employees of the Concentrating Division of PT Freeport Indonesia, Tembagapura. This study employs a quantitative approach with an explanatory research design. Data were collected through questionnaires distributed to employees, supported by Mandatory Training records and Key Performance Indicator (KPI) data. The population consisted of 550 employees, with a sample of 127 respondents selected using Proportionate Stratified Random Sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The results show that Training has a positive and significant effect on Employee Performance and Competence. Work Environment has a positive and significant effect on Employee Performance but a positive and non-significant effect on Competence. Competence has a positive and significant effect on Employee Performance. Furthermore, Training has a positive and significant indirect effect on Employee Performance through Competence, whereas the indirect effect of Work Environment on Employee Performance through Competence is positive but non-significant. The findings indicate that Training and Competence are important factors associated with Employee Performance, while Competence significantly mediates the relationship between Training and Employee Performance but does not significantly mediate the relationship between Work Environment and Employee Performance.
Co-Authors A. Faisal Syam Abdul Samad Fadjar Hidayat Faisal Syam Glorian Parannuan Boong H Harmawati Mohammad Hatta Muh. Arief Wicaksono Muhammad Nasir Hamzah Natsir Muhammad Purwinda Pali Rachman Suwandaru