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All Journal JAM : Jurnal Aplikasi Manajemen Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Malacca: Journal of Management and Business Development
Johari, Fuadah Binti
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Decision Sciences, Operations Research & Management

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Customer Loyalty Based on Service Quality, Banking Image, and Fairness Mediating Role of Customer Satisfaction Abdul Fatah Rusydi; Ridwan, Muhtadi; Ekowati, Vivin Maharani; Supriyanto, Achmad Sani; Johari, Fuadah Binti
Jurnal Aplikasi Bisnis dan Manajemen Vol. 10 No. 3 (2024): JABM, Vol. 10 No. 3, September 2024
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.10.3.717

Abstract

Background: Technological advances have impacted intense business competition in the banking world, requiring all banks to compete in updating systems to maintain customer loyalty, which is essential to a business' success. Influencingtors influencing customer loyalty are service quality, banking image, and fairness. Purpose: The purpose of this study is to examine how customer satisfaction functions as a mediating factor between service quality, banking image, fairness and customer loyalty. Design/methodology/approach: Quantitative methods are used in this study. The population consists of Bank Muamalat customers. Accidental sampling was utilized as a research sampling method. The sample amounted to 210 respondents with research data using primary data. The SmartPLS 3.3 analysis tool was used to assist this research. Findings/Result: The findings of this study show that CARTER service quality can significantly improve customer loyalty at Bank Muamalat Malang. A favorable banking image has a strong positive impact on customer loyalty. Likewise, the Maqashid Syari'ah Index (MSI) fairness concept can have a direct impact on consumer loyalty. In addition, the study's findings suggest that customer happiness can mediate the impact of service quality, image, and fairness on customer loyalty. Conclusion: This study shows that service quality and banking image have a substantial impact on customer loyalty. At the same time, the concept of fairness has a substantial impact on customer loyalty. Customer satisfaction can mediate the impact of service quality, banking image, and the concept of fairness on customer loyalty. Originality/Value (State of The Art): This study attempts to explain service quality based on an Islamic perspective; it is hoped that this model development will reduce the scarcity of literature on service quality. Keywords: service quality, banking image, fairness, customer loyalty, customer satisfaction
ELECTRONIC WORD-OF-MOUTH (E-WOM) IN SOCIAL MEDIA AS A PREDICTOR OF INVESTMENT INTENTION IN CAPITAL MARKET Innayah, Eka Putri; Ekowati, Vivin Maharani; Supriyanto, Achmad Sani; masyhuri, Masyhuri; Johari, Fuadah Binti
Jurnal Aplikasi Manajemen Vol. 20 No. 4 (2022)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2022.020.04.01

Abstract

E-WoM1 is vital in generating and creating purchase intentions, so it is significant for use in knowing and analyzing investment intentions. This research aims to analyze and know the effect of Electronic Word-of-Mouth (E-WoM) on investment intention in the capital market with brand dan trust as mediation variables. It belongs to qualitative research with an explanatory research approach. The population of this study refers to the people of Jayapura City. The sampling technique was the purposive sampling technique. The samples in this research are 203 respondents. Questionnaires collected data and analyzed using partial least squares (PLS). The results reveal that E-WoM directly affects brand image and trust. Besides, brand image and trust directly affect investment intention, while E-WoM does not directly affect investment intention. Furthermore, brand image and trust can completely mediate the effect of Electronic Word-of-Mouth (E-WoM) on investment intention and function as full mediation. The findings from this research could be applied to enhance investment intention by building customer trust and sharing the banks' reputation and brand image through E-WoM, so they receive credible information from the bank.
Leadership's Approach to Overcoming Resistance to Organizational Change Destian, Nanda; Johari, Fuadah Binti
Malacca: Journal of Management and Business Development Vol. 2 No. 1 (2025): Management and Business Development
Publisher : Yayasan Pendidikan Islam Bustanul Ulum Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69965/malacca.v2i1.150

Abstract

There is a lack of transparency in the communication of many decisions to staff, as well as inadequate capabilities, and the findings of Lurah's research remain closed.  Good communication, whether with employees or the general public, will influence the development of the planned work program, the next step after establishing the organization's vision, according to Lurah.  Lurah has failed to grasp the village organization's goal and vision, and the junior high school teachers' educational backgrounds and lack of experience in government make for a very inexperienced workforce.  Lurah is still in the dark about its rivals and has no strategy in place.  The character of Lurah's history and his reluctance to comply with the rules dominate the program and his unwillingness to make decisions.  As a result of this study's problem-solving efforts, we now know that there has to be a system of rotating jobs depending on competency and knowledge; Lurah was also successful in recognizing the inappropriateness of the author's job description.  Lurah has to step up her level of dedication, engagement, and participation; A Lurah's mounting requires familiarity with the Auth and regulations;  Task and competency fields for task delegation;  The educational, skill, and loyalty requirements for Lurah's background must be satisfied.  
Bridging Religiosity, Trust, and Service Quality: The Role of Customer Intention in Driving Saving Decisions Ahmad, Yusuf Falaqi; Supriyanto, Achmad Sani; Ekowati, Vivin Maharani; Julaihah, Umi; Masyhuri; Johari, Fuadah Binti
Jurnal Aplikasi Manajemen Vol. 23 No. 4 (2025)
Publisher : Universitas Brawijaya, Indonesia

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

Abstract

Technological advances have impacted intense business competition in the banking world, requiring all banks to compete in updating systems to maintain service quality, which is essential to a business' success. Factors influencing the decision to save in syariah banks are religiosity, trust, and service quality. This study aims to examine and analyze the influence of religiosity, trust, and service quality on the saving decisions of Islamic students, both directly and indirectly through intention. The population in this study comprises Islamic students at PTKI (Islamic Higher Education Institutions) in Malang. The study uses a sample of 240 students from PTKI Malang, selected through purposive sampling based on criteria such as a minimum grade of A for PTKI and students enrolled in the Islamic banking study program. This study employs quantitative analysis with an explanatory study approach. Data were analyzed using path analysis to test the significance and direct and indirect effects using SPSS 24 software. The study's results indicate that religiosity, trust, service quality, and intention significantly influence saving decisions. However, intention does not mediate the influence of religiosity, trust, and service quality on saving decisions. The findings from this study could be applied to enhance the decision to save by building service quality, customer trust, and sharing the bank’s reputation, so that they receive credible information from the bank.
Co-Authors Abdul Fatah Rusydi Achmad Sani Supriyanto Ahmad, Yusuf Falaqi Destian, Nanda Innayah, Eka Putri Julaihah, Umi Masyhuri Masyhuri Masyhuri Ridwan, Muhtadi Vivin Maharani Ekowati