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All Journal Management Analysis Journal
Wiwik Handayani
Management, Faculty of Economics and Business, Universitas Pembangunan Nasional Veteran Jawa Timur, Indonesia
Economics, Econometrics & Finance

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The Influence of Trust and Service Quality on Loyalty trought Satisfaction as Mediator for BRImo Users Adinda Putri Kusuma Dewi; Ignatia Martha Hendrati; Wiwik Handayani
Management Analysis Journal Vol. 13 No. 4 (2024): Special Edition
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/maj.v13i4.17045

Abstract

This study aims to ascertain how loyalty among BRImo mobile banking users in Sidoarjo is impacted by customer satisfaction and trust. The study looks at how customer satisfaction and trust affect loyalty among BRImo mobile banking users in Sidoarjo. In this study, 121 BRImo mobile banking users were chosen as a sample utilizing the random sampling technique. This study employs a quantitative approach, with primary data obtained from surveys that were given to participants. The Smart-PLS program uses multiple linear regression for data processing and analysis. The study's findings demonstrate that, both directly and indirectly, the service quality variable significantly and favorably affects loyalty among Sidoarjo's BRImo mobile banking customers. Loyalty among BRImo mobile banking users is not positively and significantly impacted by trust. However, among Sidoarjo's BRImo mobile banking users, The construct of trust exerts a beneficial and discernible influence on loyalty, operating through the conduit of satisfaction. This research provides a foundation for further research on customer loyalty in the financial technology sector and highlights the importance of an integrated approach to customer satisfaction, trust, and service quality.
Optimizing Lombok’s Pearl Industry: The Role of Social Media and Fintech in Enhancing SME Business Performance through Competitive Advantage Indra Gunawan; Wiwik Handayani; Nanik Hariyana
Management Analysis Journal Vol. 13 No. 4 (2024): Special Edition
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/maj.v13i4.17181

Abstract

Utilizing digital technology in business enhances competitive advantage, significantly improving performance, particularly for small and medium firms. (UKM). This study seeks to investigate the impact of social media marketing and the integration of financial technology (FinTech) on company performance, with competitive advantage serving as a mediating variable within the small and medium-sized companies (SMEs) of the Lombok pearl sector. The study methodology employs a quantitative approach utilizing Structural Equation Modeling-Partial Least Squares (SEM-PLS) analysis. The research sample comprises 120 players in the Lombok pearl industry SMEs utilizing social media marketing and finance technology, selected via the census technique through the SME association. The research findings indicate that social media marketing does not immediately boost company performance; nonetheless, it greatly adds to the augmentation of competitive advantage, which subsequently enhances business performance. The implementation of financial technology significantly influences corporate performance and enhances competitive advantage. Moreover, competitive advantage has demonstrated its role as a mediating variable that enhances the association between social media marketing and the adoption of financial technology in relation to company success.
Co-Authors Adinda Putri Kusuma Dewi Ignatia Martha Hendrati Indra Gunawan Nanik Hariyana