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All Journal Penamas: Journal of Community Service Journal of Mandalika Literature
Fauzi, Armi Sulthon
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Arts Humanities Decision Sciences, Operations Research & Management Health Professions Social Sciences Other

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EKSPLORASI KEPUASAN DAN LOYALITAS PELANGGAN DALAM LAYANAN BANK DAN FINTECH: STUDI KUALITATIF Fauzi, Armi Sulthon
Journal of Mandalika Literature Vol. 3 No. 4 (2022)
Publisher : Institut Penelitian dan Pengembangan Mandalika (IP2MI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (129.971 KB) | DOI: 10.36312/jml.v3i4.1557

Abstract

Banks have an important role in managing public finances both in terms of deposits or loans to improve people's lives. Along with the advancement of technology, the financial services business is also growing with the presence of financial technology which is expected to be able to provide various conveniences to users. However, financial technology (fintech) and banks have various types, so that customer satisfaction and loyalty are not known with certainty. For this reason, researchers want to explore customer satisfaction and loyalty to bank and fintech services with a qualitative approach. The purpose of this study was to explore customer satisfaction and loyalty in using bank and fintech services so that further actions can be identified to improve service quality. The method used is qualitative with data collection techniques through observation and interviews with 20 respondents who were randomly selected. In addition, this research was conducted in X district located in Central Java. The research data obtained will be analyzed in depth so that it is known that customer satisfaction is obtained from friendly, precise and agile customer service as well as the quality of the financial applications or technology offered both in terms of convenience and data security so that they are not easily hacked or account breaches. Then regarding loyalty, the majority of respondents persist with strong assumptions or paradigms regarding the convenience of a bank and also the many bank users they follow, such as BRI, Mandiri with fintech, each bank already has it as well as brimo livin, and so on that makes it easier users make transactions from anywhere and anytime.
Pendampingan digital branding bagi UMKM melalui program magang mahasiswa di Dinas Perdagangan Provinsi NTB Cahyaningrum, Dinis; Wahyulina, Sri; Fauzi, Armi Sulthon; Mutia, Ainaya; Oktavia, Salsabila Rahma; Khofia, Kinayatul; Wahyudin, Ilham; Gazali, Imam
Penamas: Journal of Community Service Vol. 5 No. 2 (2025): Penamas: Journal of Community Service
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/penamas.v5i2.1915

Abstract

This community service program aimed to enhance the digital branding capacity of MSMEs through a student internship program in collaboration with the Department of Trade of West Nusa Tenggara Province. Two partner MSMEs, Goyang Lidah and Waroh, were assisted in developing visual content (product photos and promotional videos) and optimizing their social media presence. The method consisted of initial observation, practical training, direct mentoring, and evaluation. Results showed a significant improvement in online promotional activities: Waroh’s engagement rate increased from 1.39% to 2.47%, and sales rose by 12%. Goyang Lidah saw an increase in engagement from 0.10% to 0.16%, accompanied by a 4% rise in sales. The program also strengthened participants’ digital marketing skills by applying theoretical knowledge in real-world contexts. This collaboration between higher education institutions, MSMEs, and local government proved effective in promoting grassroots digital transformation. It is recommended that future programs expand to involve more MSMEs and incorporate a broader range of digital marketing strategies.
Co-Authors Dinis Cahyaningrum Imam Gazali Khofia, Kinayatul Mutia, Ainaya Oktavia, Salsabila Rahma Wahyudin, Ilham Wahyulina, Sri