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Jannah, Nurul
Universitas Islam Negeri Sumatera Utara
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Factors Of Service Quality Affecting Customer Satisfaction Of Mobile Banking Users At Pt. Bank Sumut Kc Siantar, North Sumatra Ningtias Aprili Maliyah; Nurul Jannah; Nurbaiti Nurbaiti
JHSS (JOURNAL OF HUMANITIES AND SOCIAL STUDIES) Vol 9, No 2 (2025): Journal of Humanities and Social Studies
Publisher : UNIVERSITAS PAKUAN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33751/jhss.v9i2..12937

Abstract

. The purpose of this paper is to explore the influence of Responsiveness, Reliability, and Assurance on The purpose of this paper is to explore the influence of Responsiveness, Reliability, and Assurance on the level of customer satisfaction at the Siantar Branch Office (KC) of PT. Bank of North Sumatra. This research approach adopts a quantitative method with data collection through observation and the use of questionnaires. The sample consisted of 90 respondents from PT. Bank of North Sumatra KC Siantar. Data analysis was carried out using SPSS Version 25 software, by applying descriptive analysis, multiple regression, hypothesis testing, and determination coefficients. The results of the partial test show that Reliability, which is also partially proven to have a positive and significant influence on customer satisfaction of 0.204. The influence of Assurance has a positive and significant influence on the level of customer satisfaction, which is 0.242 Likewise, the influence of responsiveness has a positive and significant influence on the level of customer satisfaction, which is 0.228.. In addition, t-test testing shows that partially, it can be concluded that Assurance significantly affects customer satisfaction, so the hypothesis is acceptable. Overall, the variables Reliability, Assurance and Responsiveness together contribute positively and significantly to the level of customer satisfaction at PT. Bank of North Sumatra KC Siantar at 72.7%. Keywords: Servqual, Resvonsivenes, Reability, Assurance and Customer Satisfaction
KESEJAHTERAAN DRIVER OJEK ONLINE DALAM PERSPEKTIF CIBEST: STUDI KASUS DI KOTA MEDAN Anggina Khairani Harahap; Nurul Jannah
Indonesian Journal of Business and Management Vol. 8 No. 2 (2026): Indonesian Journal of Business and Management, Juni 2026
Publisher : Postgraduate Bosowa University Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35965/jbm.v8i2.8905

Abstract

Penelitian ini bertujuan untuk menganalisis tingkat kesejahteraan pengemudi ojek online di Kota Medan menggunakan pendekatan CIBEST (Center of Islamic Business and Economic Studies) yang mengintegrasikan dimensi kesejahteraan material dan spiritual. Penelitian ini dilandasi oleh Theory of Islamic Welfare yang menekankan bahwa kesejahteraan tidak hanya diukur dari aspek pendapatan material, tetapi juga mencakup dimensi spiritual, nilai, dan keberkahan hidup. Pendekatan CIBEST dipilih karena mampu memberikan analisis yang lebih komprehensif terhadap kondisi pekerja sektor informal yang tidak hanya menghadapi ketidakstabilan ekonomi, tetapi juga tantangan dalam pemenuhan aspek spiritual dan sosial. Penelitian ini menggunakan metode kualitatif dengan pendekatan studi kasus. Informan penelitian terdiri atas delapan pengemudi ojek online aktif di Kota Medan yang dipilih secara purposive berdasarkan tingkat aktivitas kerja dan keterlibatan dalam platform digital. Data dikumpulkan melalui wawancara mendalam, observasi, dan dokumentasi, kemudian dianalisis secara deskriptif kualitatif dengan pemetaan ke dalam empat kuadran CIBEST, yaitu sejahtera, miskin material, miskin spiritual, dan miskin absolut. Hasil penelitian menunjukkan bahwa tingkat kesejahteraan pengemudi ojek online di Kota Medan bersifat heterogen. Pendapatan harian informan berkisar antara Rp80.000 hingga Rp250.000, namun bersifat fluktuatif karena dipengaruhi oleh jumlah order, jam kerja, dan kebijakan algoritma platform digital. Temuan ini menunjukkan bahwa stabilitas ekonomi pengemudi tidak hanya ditentukan oleh faktor individual, tetapi juga oleh sistem kerja berbasis platform yang bersifat dinamis. Selain itu, penelitian ini menemukan adanya ketidakseimbangan antara kesejahteraan material dan spiritual, di mana sebagian informan dengan pendapatan cukup tetap berada pada kondisi spiritual yang rendah berdasarkan indikator CIBEST. Novelty penelitian ini terletak pada penerapan pendekatan CIBEST dalam konteks pekerja gig economy berbasis platform digital di tingkat lokal, khususnya pengemudi ojek online di Kota Medan, yang belum banyak dikaji dalam perspektif kesejahteraan Islam holistik. Dengan demikian, penelitian ini memberikan kontribusi teoritis terhadap pengembangan kajian Islamic welfare serta kontribusi praktis bagi perumusan kebijakan perlindungan sosial yang lebih inklusif bagi pekerja sektor informal digital. This study aims to analyze the welfare level of online motorcycle taxi drivers in Medan City using the CIBEST (Center of Islamic Business and Economic Studies) approach that integrates the dimensions of material and spiritual welfare. This study is based on the Theory of Islamic Welfare which emphasizes that welfare is not only measured by the aspect of material income, but also includes the spiritual dimension, values, and blessings of life. The CIBEST approach was chosen because it is able to provide a more comprehensive analysis of the conditions of informal sector workers who not only face economic instability, but also challenges in fulfilling spiritual and social aspects. This study uses a qualitative method with a case study approach. The research informants consisted of eight active online motorcycle taxi drivers in Medan City who were selected purposively based on their level of work activity and involvement in digital platforms. Data were collected through in-depth interviews, observation, and documentation, then analyzed descriptively qualitatively by mapping them into four CIBEST quadrants: prosperous, materially poor, spiritually poor, and absolute poor. The results show that the welfare level of online motorcycle taxi drivers in Medan City is heterogeneous. The informants' daily income ranged from Rp80,000 to Rp250,000, but fluctuated due to the influence of the number of orders, working hours, and the digital platform's algorithmic policies. These findings suggest that drivers' economic stability is not solely determined by individual factors, but also by the dynamic nature of the platform-based work system. Furthermore, this study found an imbalance between material and spiritual well-being, with some informants with sufficient income remaining in a low spiritual state based on the CIBEST indicator. The novelty of this study lies in the application of the CIBEST approach to the context of digital platform-based gig economy workers at the local level, specifically online motorcycle taxi drivers in Medan City, who have not been widely studied from a holistic Islamic welfare perspective. Thus, this study provides a theoretical contribution to the development of Islamic welfare studies as well as a practical contribution to the formulation of more inclusive social protection policies for digital informal sector worker.
Peran Program Dinas Koperasi dan UKM dalam Pemberdayaan dan Pengembangan UMKM di Kota Binjai Salsabilla Salsabilla; Nurul Jannah; Lathief Ilhamy Nasution
Owner : Riset dan Jurnal Akuntansi Vol. 9 No. 4 (2025): Artikel Riset Oktober 2025
Publisher : Politeknik Ganesha Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33395/owner.v9i4.2844

Abstract

ABSTRACT This study aims to analyze the role of the Cooperative and SME Agency program in the empowerment and development of Micro, Small, and Medium Enterprises (MSMEs) in Binjai City. The scope of the study covers programs that have been implemented, implementation efforts, and obstacles faced by the agency and MSME actors. This study uses a qualitative approach with a field study type. Data collection techniques include observation, documentation, and interviews, which are then analyzed using the Miles and Huberman interactive model. The results of the study show that the Binjai City Cooperative and SME Office has implemented various programs such as entrepreneurship training, business equipment assistance, assistance in obtaining a Business Identification Number (NIB), and MSME exhibitions. However, budget constraints and the absence of honoraria are obstacles to implementing the program. It was also found that some business actors are not yet members of the MSME community and therefore do not receive the benefits of the program. This study has both theoretical and practical implications. Theoretically, the study reinforces the understanding that the role of local government, particularly the Cooperative and SME Agency, is a strategic factor in promoting MSME empowerment through the implementation of structured programs. Practically, this study provides input for local governments to prioritize budget allocation efficiency, expand digital-based information channels, and build inclusive systems so that MSME actors outside the formal community can also benefit from the program. Keywords: MSME Empowerment, MSME Development, Cooperative and SME Agency Programs, Program Management
Co-Authors Ade Widya Claudia agusani, widya Ahmad Muhaisin B. Syarbaini Ahmad Perdana Indra Ahmad Perdana Indra Ali Akbar Harahap Alisyah Fatiya Raghdha Alwi Muarif Sembirin Alya Avina Alya Rahma Siregar Ananda Dwi Cahya Andi Tri Lestari Anggina Khairani Harahap Anik Purwati Annisa Lestari Ritonga Annisa Rahmawita Annisa Rizqiya Annisa Suci Ramadhani Aqwa Naser Daulay Aramita Aramita Arif Ramadhan Arya Neta Adinda Jambak Asmuni Asmuni Aura Mahdiyah Aya tullah Ayu Rahmawati Ayudiah Uprianingsih Azhari Akmal Tarigan Bastanta Sinulingga Budi Harianto Citra Prasiska Puspita Tohamba, Citra Prasiska Puspita Darmawati Dea Dara audina Devi Aprilia Ningsih Dharma, Budi Egi Regi Prayoga Eko Agus Alfianto ENDRI ENDRI ESKI ADITYA Eski Aditya Faisal Akbar Fany Renaldy Harahap Farhan Edma Manurung Farida Hanum Boangmanalu Feby Sahira Fibra Nurainy Fina Mulyana Firdha Aigha Suwito Fitra Maulana Roza Fitri Rahmadani Harahap Gunavathy Selvarajh Hadi Nasbey Hamdani Achmad Hanifah Oktaviani Fakhri Hanizar Simatupang Harahap, Fasthabiqul Ambiya Hari Subakti Helmi, Muhammad Hervina Dahlianti I Gusti Ngurah Agung Surya Aditya Iis Herike Ilham Tri Wardana Ilham Tri Wardana Imsar Imsar Imsar Imsar Imsar Imsar Intan Wulan Dari Bancin Inten Sulistya Ningsih Irani Eka Putri Pohan Irma Septria Mawarni Julia Putri Zahara Juliana Nasution Juliani Junita Sari Juwita Wulandari Dalimunthe Kamilah , K Khairul Akhyar Khairunisah Khairunisah Kurnia Sandi Panjaitan Lathief Ilhamy Nasution Lena Mardiana Silaen Lia Purnama Sari Lin Arshy Cahaya Lutfiah Lutfiah M. Ridwan Ridwan M. Ryansyah Margaretha Maria Shinta Pratiwi Marliyah Marwah Auliyani Maryam Batubara Maryam Batubara MASDELIMA HASIBUAN Maulidah, Aula MAULIDYA REZEKI Melinia Maduratna Miranda Julia Pasaribu Mohammad Chaidir Mudrikah, Azizah Mufidah, Lubna Nada Muhamad Indra Nurzaman Muhammad A rif Muhammad Afdhal Muhammad Arif Muhammad Arif Muhammad Arif Muhammad Choir Rivaldi Muhammad Helmi Muhammad Lathief Ilhamy Nasution Muhammad Ramadhan Muhammad Ramadhan Muhammad Ravi Akbar Muhammad Rijal Fanshury Hasibuan Muhammad Rizky Lubis Muhammad Yafiz Muhammad Yunus Sofian Mulya Virgonita I Winta Musi zalfa Izza Mutia Maudy Khasanah Mutiara Ratu Shapura Nadia Amalia Nadira Paramita Nadya Ulfah nasution, fauziah Natasya Rahma Apriliani Nia Nazlia Nilam Utami Aqillah Ningtias Aprili Maliyah Novita Ayunda Sari NUR AHMADI BI RAHMANI Nur Ainun Ningsih Nur Ainun Siregar Nur Atiqah Maulad Murat Nur Indayanti Nur Sabiatul Aulia Nur Salsabila Arwan Nst Nurafria Nanda Nuraisyah Syarifah Nurbaiti Nurbaiti Nurbaiti Nurbaiti Nurbaiti Nurbaiti Nurhayati Nurlaila Nurlaila Nurlaila Nurlaila Nurul Arsih Olita Jasmine Prayugo Ali Abdillah Purnama Ramadani Silalahi Purnama Sari, Eka Putri Ismaydina Putri Masrifah Rahma, Tri Inda Fadhila Rahmad Raja Martua Hasibuan Rahmani, Nur Ahmadi Bi Rahmat Daim Harahap Imsar Raisa Aulia Rahma Ramayani Rima Yohani RINDI SAFIRA Riyadi, Muskhab Eko Rizka Afriani RIZKIA ZAHRA Robi Mufti Ruqayyah Ruqayyah Ryan Arianda Salma Anisa Risky Salsabila Putri Salsabila Rahmawan, Fadia Salsabilla Salsabilla Salwa Fadillah Haya Saparuddin Siregar Saparuddin Siregar Sari, Meyana Selly Febriana Selly Febriana Shelsy Aulia Sigit Pranomo Hadi Silvia Retri Aldona Tampubolon Sindi Novita Sari Siti Aisyah Siti Rahmah Ritonga Solly Aryza Sri Bella Larasaty Yuandra Sri Ramadhani Sri Rizka Agustina Sri Sudiarti Sri Sudiarti Sri Sudiarti Sugianto Suggianto Sugianto Sugianto Sugianto Sugianto Susilawati Sussi Astuti Syarif Amin SYFA ARIKAH Tambunan, Khairina Tri Inda Fadhila Rahma Tria Silvia Tuti Anggraini Tuti Anggraini Tuti Anggraini Tuti Damayanti Marbun Ulya Dharodjah Ummi Kalsum Vanessa Vanessa Vega Liana velly khairunnisa velly Vina Soviana Wahyu Sarvina Wika Nurfuadi Wiwin Khairany Simanjuntak Yena Puspita Yenni Samri Juliati Nasution Yudi Paruhum Yuliana Sain Yusrizal Yusrizal Yusuf Yusuf ZAHRINA GHAISANY PULUNGAN Zainarti Ziad, Muhammad Thoriq Zikri Rahman Zuhrinal M. Nawawi