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All Journal Jurnal Manajemen Teknologi Journal of Economic, Bussines and Accounting (COSTING) Jurnal Komunitas: Jurnal Pengabidian Kepada Masyarakat Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking) Kalbisocio: Jurnal Bisnis dan Komunikasi Journal of Comprehensive Science Jurnal Sosial dan Sains Journal Research of Social Science, Economics, and Management IIJSE Jurnal Inovasi Global Jurnal Cendekia Ilmiah
Simatupang, Batara Maju
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Humanities Astronomy Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Physics Public Health Social Sciences Other

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The Effect of Expectation Confirmation and Perceived Usefulness on Continuance Intention of QRIS Mobile Banking Users: The Mediating Role of Customer Satisfaction Alfiyaturrohmah, Rizka; Prabantarikso, Mahelan; Simatupang, Batara Maju; Wulandari, Nuri
KALBISOCIO Jurnal Bisnis dan Komunikasi Vol. 13 No. 1 (2026): KALBISOCIO Jurnal Bisnis dan Komunikasi
Publisher : Research and Community Service UNIVERSITAS KALBIS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53008/cxga0q84

Abstract

This research aims to test the influence of expectation confirmation and perceived usefulness on the continuance intention of QRIS mobile banking users mediated by customer satisfaction. The sample in this study were banking customers who were recorded as actively using QRIS services spread including Jakarta, West Java and East Java involving 300 respondents. The analysis technique used Structural Equation Modelling – Partial Least Squares analysis. The results of the research obtained: perceived usefulness, expectation confirmation, and customer satisfaction has a significant effect on continuance intention; expectation confirmation has an effect on customer satisfaction; and gender demographic factors (control variables) have a significant effect on continuance intention, whereas age and income factors are not significant. The managerial implication is that banking service providers in Indonesia can continue to innovate and develop QRIS, which is not only the development of QRIS MPM, QRIS CPM, and QRIS TTS, but can also answer business challenges and customer needs for QRIS mobile banking services that enable customers to conduct digital financial transactions across countries.
Kualitas Pelayanan, Fasilitas, dan Kualitas Hasil Klaim terhadap Loyalitas Nasabah dengan Kepuasan Nasabah sebagai Variabel Mediasi Perdana, Huda; Putri, Vidiyanna Rizal; Simatupang, Batara Maju; Komara, Edi
Journal of Comprehensive Science Vol. 5 No. 3 (2026): Journal of Comprehensive Science
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/jcs.v5i3.4116

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, fasilitas, dan kualitas hasil klaim terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel mediasi pada PT Asuransi Sinar Mas Cabang Tegal. Penelitian menggunakan pendekatan kuantitatif melalui metode survei dengan penyebaran kuesioner kepada nasabah yang telah mengalami proses pelayanan dan klaim. Data dianalisis menggunakan Structural Equation Modeling (SEM) berbasis Partial Least Squares (PLS) untuk menguji hubungan kausal langsung maupun tidak langsung antarvariabel sesuai dengan hipotesis penelitian. Hasil penelitian menunjukkan bahwa kualitas pelayanan, fasilitas, dan kualitas hasil klaim berpengaruh positif dan signifikan terhadap kepuasan nasabah, sehingga hipotesis penelitian dapat diterima. Temuan ini menegaskan bahwa mutu hasil klaim yang dirasakan nasabah merupakan determinan penting dalam membentuk kepuasan. Selanjutnya, kepuasan nasabah terbukti berpengaruh positif dan signifikan terhadap loyalitas nasabah. Selain itu, kepuasan nasabah berperan sebagai variabel mediasi dalam hubungan antara kualitas pelayanan, fasilitas, dan kualitas hasil klaim terhadap loyalitas nasabah. Implikasi praktis penelitian ini menekankan bahwa peningkatan kualitas hasil klaim perlu menjadi prioritas strategis perusahaan asuransi karena terbukti secara empiris meningkatkan kepuasan dan loyalitas nasabah. Secara teoretis, penelitian ini berkontribusi pada pengembangan literatur pemasaran jasa dengan memperkuat peran kepuasan sebagai mekanisme mediasi dalam konteks asuransi umum pada level cabang.
The Influence of Organizational Justice, Work-Life Balance, and Organizational Culture on Employee Performance Mediated by Employee Engagement at the Financial Services Authority Wirawan, Sukma Aji; Pracoyo, Antyo; Simatupang, Batara Maju; Budhijana, Bambang
Jurnal Inovasi Global Vol. 4 No. 3 (2026): Jurnal Inovasi Global
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jig.v4i3.525

Abstract

This research examines the influence of organizational justice, work-life balance, and organizational culture on employee performance, mediated by employee engagement. This analysis uses organizational justice, work-life balance, and organizational culture as exogenous variables, employee performance as an endogenous variable, and employee engagement as a mediating variable. The sampling technique employs Slovin sampling with a non-probability sampling method. The sample in this study comprised employees who were actively working at the Financial Services Authority (OJK) Head Office, involving 69 participants. The analysis technique used is partial least squares analysis. The results of the study are as follows: (1) organizational justice has a significant effect on employee performance; (2) work-life balance does not have a significant effect on employee performance; (3) organizational culture has a significant effect on employee performance; (4) employee engagement has a significant effect on employee performance; (5) organizational justice has a significant effect on employee engagement; (6) work-life balance has a significant effect on employee engagement; and (7) organizational culture has a significant effect on employee engagement. The managerial implication is that OJK Head Office HR managers are expected to regularly review employee work quality to ensure it aligns with POJK 48/2024 concerning good governance for PVML. This is crucial to ensure employees can work with a focus on excellent public service quality. Leadership also needs to demonstrate appreciation for each employee's performance to ensure they feel valued.
Co-Authors Ahmad Adriansyah Alfiyaturrohmah, Rizka Andry, Elvi Budhijana, Bambang Dwiputra, Farid Fauzi, Tony Dimarta Haryanti, Enny Hindarto, Chico A.E. Istantoro, Bayu Karambut, Fermico Komara, Edi Kurniawan , Jodhi Marissa Grace Haque, Marissa Grace Milach, Azki Zainal Muchlis Muchlis Nuri Wulandari, Nuri Perdana, Huda Prabantarikso, Mahelan Pracoyo, Anto Pracoyo, Antyo Putri, Vidiyanna Rizal Robertus, Valdo Rofianto, Whony Santi Rimadias Saville, Ramadhona Sparta, Sparta Sunarsi, Denok Surachman Surjaatmadja Tanzil, Felicia Wirawan, Sukma Aji