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All Journal Perspektif : Jurnal Ekonomi dan Manajemen Universitas Bina Sarana Informatika Journal of Islamic Economics and Business
Ryad, Ahmad
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Religion Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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PENGARUH KUALITAS LAYANAN DAN PENANGANAN KOMPLAIN TERHADAP KEPUASAN SERTA LOYALITAS PELANGGAN PADA AUTO 2000 CABANG CILEDUG JAKARTA Martiwi, Rini; Ryad, Ahmad; Karlina, Eulin
Perspektif : Jurnal Ekonomi dan Manajemen Akademi Bina Sarana Informatika Vol 17, No 1 (2019): MARET 2019
Publisher : www.bsi.ac.id

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (519.717 KB) | DOI: 10.31294/jp.v17i1.5210

Abstract

Abstract  –  In industrial products and services, the handling of complaints can be used as a measure of the quality of products and services offered, one of them is in the automotive business (dealer). The purpose of this study is to prove and analyze the effect of quality of service and complaint handling to customer satisfaction, as well as customer loyalty Auto 2000 Ciledug Jakarta. Research method used in this study is explanatory research. The number of respondents in this study were 200 respondents. The means of analyis in this research is the structural equation modeling (SEM). The results showed that all three influenced one another. Customer satisfaction can be increased by improving the quality of service and complaint handling. Keywords: complaints, loyalty, quality of service, satisfaction
Green Intellectual Capital as a Mediator of Good Corporate Governance and Firm Value: A Sharia Perspective Ryad, Ahmad; Prasetyo, Yoyok
Journal of Islamic Economics and Business Vol. 5 No. 1 (2025): Journal of Islamic Economics and Business
Publisher : Fakultas Ekonomi dan Bisnis Islam

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Abstract

This study aims to examine the influence of the mechanism of good corporate governance (GCG) on the value of the company (FV), with Green Intellectual Capital (GIC) as a mediating variable in telecommunication companies listed on the Indonesia Stock Exchange (IDX) during the period 2016–2022. This research fills a gap in the literature related to the contribution of GIC in strengthening the relationship between GCG and FV, especially in sectors facing the pressures of digital transformation and environmental sustainability. The method used is Partial Least Squares–Structural Equation Modeling (PLS-SEM) with the help of Smart PLS 3 software. Data was obtained through purposive sampling from 15 telecommunication companies. The results of the study show that GCG has a significant effect on GIC and company value, and that GIC mediates significantly the influence of GCG on company value. However, the direct influence of GCG on company value is more dominant than the indirect influence through GIC. These findings emphasize the importance of strengthening human resource capacity and knowledge-based sustainability strategies to improve the company's competitiveness in a sustainable manner.
Co-Authors Karlina, Eulin Prasetyo, Yoyok Rini Martiwi