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All Journal Jurnal Manajemen Teknologi JAM : Jurnal Aplikasi Manajemen Muqtasid: Jurnal Ekonomi dan Perbankan Syariah ADPEBI International Journal of Business and Social Science Jurnal Bisnis Kompetitif Jurnal Pengabdian Kepada Masyarakat Ekonomi, Pendidikan, dan Sosial Humaniora Metris: Jurnal Sains dan Teknologi International Journal of Applied Management and Business
Kusumah, Alum
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Exploring Satisfaction as a Mediator and Moderator of Customer Loyalty in Islamic Banking Sulistyandari, Sulistyandari; Kusumah, Alum
Muqtasid: Jurnal Ekonomi dan Perbankan Syariah Vol 14, No 1 (2023): MUQTASID: Jurnal Ekonomi dan Perbankan Syariah
Publisher : UIN Salatiga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18326/muqtasid.v14i1.16-34

Abstract

This study was conducted to analyze the drivers of loyalty within the context of Islamic banking. Service quality, trust, and satisfaction were examined as exogenous variables influencing loyalty. Furthermore, this study adopted a comprehensive approach by investigating the role of satisfaction as a moderator and mediator in this relationship. The results showed that the exogenous variables significantly impacted loyalty and satisfaction, as well as moderated and mediated the links between service quality, trust, and loyalty. The implications were substantial, particularly for Islamic banks and regulatory authorities. To effectively retain customers in the face of competition, banks prioritized initiatives aimed at enhancing service quality, fostering trust, and monitoring customer satisfaction. Additionally, regulatory bodies contributed by formulating supportive policies and programs that encouraged these practices. The study also challenged conventional perspectives by conducting a thorough analysis of the multifaceted roles played by customer satisfaction, contributing to a framework for optimizing loyalty through quality and trust. Future analysis could build on the insights generated, analyzing the dynamics of customer relationships within the Islamic banking sector. This timely study elucidated pathways for sustaining the growth of Islamic banking.
The Dual Role of Employee Engagement in the Relationship Between Workplace Flexibility, Skill Development, and Retention Kusumah, Alum; Sulistyandari; Lee, Cheng-Wen
Jurnal Aplikasi Manajemen Vol. 23 No. 3 (2025)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/

Abstract

Employee retention constitutes a pressing concern for nonprofit institutions operating under resource-constrained conditions, as reflected in recent studies of developing economies such as Indonesia. This study, therefore, investigates how workplace flexibility and professional skill cultivation influence retention within Indonesian Islamic philanthropy, incorporating employee engagement as both mediator and moderator. This study employed partial least squares structural equation modeling (PLS-SEM) with a comprehensive dataset of 207 Lazismu employees. The findings demonstrate that skill development exerts a stronger direct relationship with retention than workplace flexibility, while both practices simultaneously elevate engagement. Engagement is a two-way process, as it filters the impact of organizational practices on retention while also moderating the size of these impacts, thereby forming a self-reinforcing environment of commitment. Placing the results in the context of the Job Demands-Resources theory, while considering the importance of Islamic values and institutional realities, the study highlights the necessity of planning training interventions in line with intrinsic motivation and incorporating the flexibility of work structures to increase the stability of a mission-driven workforce.
Co-Authors Abunawas, Abunawas Akhmad, Ikhbal Arif, Ronny Firdiansyah Bakaruddin Bakaruddin Bakaruddin Dwi Hastuti Febblina Daryanes Fikri, Khusnul Fitrien Ayuda Hardilawati, Wan laura Hinggo S., Hichmaed Tachta Jon Hendri Lee, Cheng Wen Lee, Cheng-Wen Mahmudi, Ridwan Mailukni, Mailukni Muslim, Dina Yonita Nofirda, Fitri Ayu Putra, Atra Aldeka Rahadi, Johan Rahmawita Rahmawita Ramadhan, Rian Rahmat Setianingsih, Rahayu Suharto Suharto Sulistyandari Sulistyandari, Sulistyandari Suripto, Bagus Wijananto, Bambang Yuslim Yuslim Zaki, Hammam Zein, M. Rasyad