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PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA BANK SULTRA CABANG PUNGGALUKU Azis Muthalib, Dzulfikri; Masse, Ambo; Conny, Conny; Haprisia, Haprisia
PHENOMENON : Multidisciplinary Journal Of Sciences and Research Vol 2 No 02 (2024): PHENOMENON : Multidisciplinary Journal Of Sciences And Research
Publisher : Pusat Studi Ekonomi Publikasi Ilmiah dan Pengembangan SDM Azramedia indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/phenomenon.v2i02.1223

This study aims to determine and explain the effect of service quality dimensions on customer satisfaction at Bank Sultra Punggaluku Branch. The population is all customers. The sample was 99 customers. The analysis tool is multiple linear regression. The results show that: (1) Simultaneously there is a positive and significant influence of service quality dimension variables on customer satisfaction. (2) Tangible variables have a positive but insignificant effect on customer satisfaction. (3) The reliability variable has a positive and significant effect on customer satisfaction. The better the reliability, the higher the customer satisfaction (4) The responsiveness variable has a positive but insignificant effect on customer satisfaction. (5) Assurance variable has a positive and significant effect on customer satisfaction at Bank Sultra Punggaluku Branch. The better the assurance, the higher the customer satisfaction. (6) The empathy variable has a positive and significant effect on customer satisfaction. The better the empathy, the higher the customer satisfaction.

DEVELOPMENT DYNAMICS OF UNIVERSITY COOPERATION AND CIVIL SOCIETY ORGANIZATION IN PARTNERSHIP PROGRAM OF UNIVERSITY-SOCIETY (Gender Equality Initiation in Cambaya’s Community Activity) Masse, Ambo; Syam, Jumriah
Journal of Islam and Science Vol 1 No 1 (2014)
Publisher : Universitas Islam Negeri Alauddin Makassar

This paper aims to describe the program implementation model conducted by Working Group IV, one of the Working Groups formed in SILE project of Makassar by considering the gender equality initiation of Cambaya’s community activities. One of the important results in ABCD approach is the establishment of Core Group derived from Cambaya own society. The group then organizes the society in advocating policies of institutions related to the public participation in public service. The entire processes of the activity stages are still controlled together by considering the aspect of gender equality. Generally, the practice of gender equality in the society has developed the awareness of respect and equality patterns in the societies’ daily activities and public services in the environment of Cambaya sub-district. The group was very actively in conducting the society mediation and mentoring related to the woman empowerment, the issues of domestic violence, the issues of child protection, and very actively help to mediate with the law enforcement officials when there were community members who had problems with the law.

PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA BANK SULTRA CABANG PUNGGALUKU Azis Muthalib, Dzulfikri; Masse, Ambo; Conny, Conny; Haprisia, Haprisia
PHENOMENON : Multidisciplinary Journal Of Sciences and Research Vol 2 No 02 (2024): PHENOMENON : Multidisciplinary Journal Of Sciences And Research
Publisher : Pusat Studi Ekonomi Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/phenomenon.v2i02.1223

This study aims to determine and explain the effect of service quality dimensions on customer satisfaction at Bank Sultra Punggaluku Branch. The population is all customers. The sample was 99 customers. The analysis tool is multiple linear regression. The results show that: (1) Simultaneously there is a positive and significant influence of service quality dimension variables on customer satisfaction. (2) Tangible variables have a positive but insignificant effect on customer satisfaction. (3) The reliability variable has a positive and significant effect on customer satisfaction. The better the reliability, the higher the customer satisfaction (4) The responsiveness variable has a positive but insignificant effect on customer satisfaction. (5) Assurance variable has a positive and significant effect on customer satisfaction at Bank Sultra Punggaluku Branch. The better the assurance, the higher the customer satisfaction. (6) The empathy variable has a positive and significant effect on customer satisfaction. The better the empathy, the higher the customer satisfaction.

THE EFFECT OF SERVICE FAILURE AND SERVICE RECOVERY ON CUSTOMER SATISFACTION AT BANK SULTRA MAIN BRANCH KENDARI Azis Muthalib, Dzulfikri; Juharsah, Juharsah; Suleman, Nursaban Rommy; Naim, Ifin; Masse, Ambo
Journal Economics Technology And Entrepreneur Vol 4 No 01 (2025): ECOTECHNOPRENEUR : JOURNAL ECONOMICS, TECHNOLOGY AND ENTREPRENEUR
Publisher : Pusat Studi Ekonomi, Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/ecotechnopreneur.v4i01.1452

This study aims to analyze the simultaneous and partial effects of service failure and service recovery on customer satisfaction at Bank Sultra Main Branch Kendari. The research method used is quantitative with a multiple linear regression approach. Data were collected through questionnaires distributed to 73 respondents and analyzed using F-test, t-test, and coefficient of determination analysis. The results show that service failure and service recovery simultaneously have a significant effect on customer satisfaction. However, partially, only service recovery has a significant influence, while service failure does not show a significant impact. This indicates that customer satisfaction is more influenced by the bank's ability to manage and resolve service failures rather than the failures themselves. These findings support justice theory and previous literature emphasizing the critical role of service recovery in maintaining customer satisfaction.

THE INFLUENCE OF BRAND IMAGE AND BRAND TRUST ON SAMSUNG SMARTPHONE BRAND LOYALTY AMONG MANAGEMENT STUDENTS AT THE FACULTY OF ECONOMICS AND BUSINESS, HALU OLEO UNIVERSITY Azis Muthalib, Dzulfikri; Wayan Sudasana, I; Masse, Ambo
Jurnal Multidisipliner Bharasumba Vol 4 No 03 (2025): BHARASUMBA: Jurnal Multidisipliner
Publisher : Pusat Studi Ekonomi, Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/bharasumba.v4i03.1612

This study aims to analyze the influence of brand image and brand trust on brand loyalty among Samsung smartphone users who are students of the Management Department, Faculty of Economics and Business, Universitas Halu Oleo Kendari. This research employed a quantitative approach with an explanatory research design. A total of 30 respondents were selected using purposive sampling. Data were collected through questionnaires and analyzed using multiple linear regression. The results indicate that brand image and brand trust have a positive and significant effect on brand loyalty, both simultaneously and partially. These findings support recent theories stating that in the digital era, brand loyalty is shaped by the strength and uniqueness of brand associations and consumer trust, which are reinforced through digital interactions and electronic word-of-mouth communication. This research is expected to provide practical insights for companies in designing effective marketing strategies to maintain young consumers’ loyalty in the increasingly competitive smartphone market.

Analisis Pengembangan Sektor Ekonomi Unggulan Berbasis Komoditi Ekspor di Provinsi Sulawesi Tenggara Nur, Muh; Efendi, Haerul; Masse, Ambo; Paluala, Kusman
Arus Jurnal Sosial dan Humaniora Vol 5 No 1: April (2025)
Publisher : Arden Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar

Kegiatan penelitian ini akan dilakukan sebagai upaya dalam membantu pemerintah Provinsi Sulawesi Tenggara dalam memecahkan persoalan ekonomi yang didasari pada usaha peningkatan pertumbuhan ekonomi yang dapat dicapai melalui identifikasi sektor-sektor ekonomi yang masuk kategori sektor basis. Penelitian ini bertujuan untuk : (1) Mengkaji dan menganalisis sektor-sektor ekonomi yang menjadi sektor sektor basis di di Sulawesi Tenggara. (2). Mengkaji dan menganalisis pengembangan sektor-sektor ekonomi yang memiliki komoditi unggulan di Provinsi Sulawesi Tenggara. (3) Mengkaji dan menganalisis komoditi unggulan yang memiliki unggulan peluang ekspor di Sulawesi Tenggara. Penelitian ini menggunakan analisis Location Quotient (LQ) dan analisis RCA (Revealed Comparative Advantage). Penelitian ini diharapkan mampu menunjukkan bahwa kajian sektor ekonomi basis dapat mengidentifikasi pengembangan sektor-sektor ekonomi yang ada di beberapa daerah sehingga potensi sektor ekonomi unggulan yang dominan dapat dikembangkan menjadi komoditi ekspor. Karena kajian pengembangan sektor-sektor ekonomi basis dengan sendirinya dapat meningkatkan pertumbuhan ekonomi dan berkontribusi besar terhadap Pendapatan Domestik Regional Bruto (PDRB) masing-masing daerah. Hasil penelitian menunjukkan bahwa (1). Identifikasi beberapa sektor ekonomi yang terdiri dari sektor pertanian, kehutanan dan perikanan, sektor pertambangan dan penggalian, sektor industri pengolahan, sektor pengadaan listrik dan gas, sektor pengadaan air dan sektor ekonomi lainnya menunjukkan bahwa sebagian besar komoditi ekonomi disetiap daerah kabupaten/kota yang ada di seluruh wilayah Provinsi Sulawesi Tenggara dapat menghasilkan komoditi yang berada dalam kategori basis atau komoditi unggulan daerah. (2) Hasil perekonomian daerah sebagian besar berasal dari sektor-sektor ekonomi dari sektor pertanian, kehutanan dan perikanan, sektor pertambangan dan penggalian memiliki potensi yang sangat besar untuk dikembangkan menjadi komoditi unggulan daerah sehingga dapat memberikan kontribusi yang sangat berarti bagi peningkatan nilai komoditas ekspor daerah Sulawesi Tenggara. (3) Komoditi unggulan daerah tersebar dibeberapa sektor ekonomi yang memiliki peluang ekspor yang dapat memberikan kontribusi besar terhadap nilai ekspor secara nasional namun belum menujukkan keunggulan komparatif adventage daerah, disebabkan karena nilai komoditi ekspor daerah masih didominasi oleh komoditi ekspor dari sektor pertambangan.

Digital Skill Moderation in the Relationship between Digital Exploitation Capability and Transformation Performance Sutrino, Anas; Putri, Triwulandari Nehru; Masse, Ambo; Nurvianti, Nurvianti
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 4 No. 4 (2026): November - January
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v4i4.5606

Digital transformation is a strategic issue for micro, small, and medium enterprises (MSMEs) in the face of the dynamics of an increasingly competitive business environment. This study aims to analyze the influence of digital exploitation capability, strategic agility, and digital skills on transformation performance, as well as test the role of digital skills as a moderation variable in the relationship between digital exploitation capability and transformation performance. This study uses a quantitative approach with the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method. Data was collected through a structured questionnaire from 233 MSME owners in Kendari City. The descriptive results show that the majority of respondents have a high level of education, dominated by women, and are of productive age, which indicates cognitive and adaptive readiness for digital transformation. The findings of the study show that digital exploitation capability, strategic agility, and digital skills play an important role in driving the transformation performance of MSMEs. In addition, digital skills have been proven to strengthen the effectiveness of digital exploitation capabilities in producing more optimal transformational performance. This research provides a theoretical contribution by strengthening the perspective of dynamic capability in the context of MSMEs, as well as practical implications for the development of policies and strategies to improve the digital capabilities of MSMEs in developing regions.

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