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Optimizing Banking E-Service Excellence: A CSI and IPA Approach to Customer Satisfaction Adrea Hanna Theresa; Teddy Chandra; Yusnita Octafilia; Mazzlida Mat Deli; Sarbaeni Sarbaeni
INVEST : Jurnal Inovasi Bisnis dan Akuntansi Vol. 6 No. 1 (2025): INVEST : Jurnal Inovasi Bisnis dan Akuntansi
Publisher : Lembaga Riset dan Inovasi Al-Matani

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55583/invest.v6i1.1305

This study aims to assess the level of customer satisfaction at Bank BCA Harapan Raya Branch in Pekanbaru by analyzing the gap between customer expectations and their actual experiences. It also identifies which service criteria should be prioritized for improvement. The research employs the Customer Satisfaction Index (CSI) method to measure overall customer satisfaction and the Importance Performance Analysis (IPA) method to evaluate the importance and performance of each electronic service attribute, determining priority areas for improvement. The results show that 77.71% of customers at Bank BCA Harapan Raya Branch fall into the "Satisfied" category, indicating that most customers are generally pleased with the services provided. Attributes located in Quadrant II (service speed, service reliability, transaction security, and accessibility) should be maintained, while those in Quadrant I (ease of use, transaction security, and accessibility) require immediate improvement.

Optimizing Banking E-Service Excellence: A CSI and IPA Approach to Customer Satisfaction Adrea Hanna Theresa; Teddy Chandra; Yusnita Octafilia; Mazzlida Mat Deli; Sarbaeni Sarbaeni
INVEST : Jurnal Inovasi Bisnis dan Akuntansi Vol. 6 No. 1 (2025): INVEST : Jurnal Inovasi Bisnis dan Akuntansi
Publisher : Lembaga Riset dan Inovasi Al-Matani

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55583/invest.v6i1.1305

This study aims to assess the level of customer satisfaction at Bank BCA Harapan Raya Branch in Pekanbaru by analyzing the gap between customer expectations and their actual experiences. It also identifies which service criteria should be prioritized for improvement. The research employs the Customer Satisfaction Index (CSI) method to measure overall customer satisfaction and the Importance Performance Analysis (IPA) method to evaluate the importance and performance of each electronic service attribute, determining priority areas for improvement. The results show that 77.71% of customers at Bank BCA Harapan Raya Branch fall into the "Satisfied" category, indicating that most customers are generally pleased with the services provided. Attributes located in Quadrant II (service speed, service reliability, transaction security, and accessibility) should be maintained, while those in Quadrant I (ease of use, transaction security, and accessibility) require immediate improvement.

Determinants of Stock Returns: The Role of Profitability, Valuation Ratios, and Firm Size in the Jakarta Islamic Index (2016–2020) Yulianto Yulianto; Yusnita Octafilia
Research in Accounting Journal (RAJ) Vol. 6 No. 1 (2025): RAJ (Research in Accounting Journal)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/raj.v6i1.10458

This study aims to determine the effect of Return on Assets, Net Profit Margin, Price-Earnings Ratio, Earnings Per Share, and Company Size on the Jakarta Islamic Index Stock Return for the period 2016–2020. The object of this research is a company listed in the Jakarta Islamic Index from 2016 to 2020. The population in this study is 30 companies. The sampling technique used was Purposive Sampling, and a sample of 29 companies was obtained. The data analysis technique used was multiple linear regression, utilising SmartPLS 3.0, because the research data were not normally distributed when analysed in SPSS. The results of this study indicate that the variables of Return on Assets, Net Profit Margin, Price-Earnings Ratio, Earnings Per Share, and Company Size have no significant effect on the stock returns of the Jakarta Islamic Index for the period 2016–2020.

Green Banking and Firm Value: Examining the Effects of Firm Age, Firm Size, and Return on Assets in Indonesian Publicly Listed Banks Pinker Defano; Yusnita Octafilia; Suharti Suharti; Dhoni Rizky Widya Mahardika
Research in Accounting Journal (RAJ) Vol. 6 No. 1 (2025): RAJ (Research in Accounting Journal)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/raj.v6i1.10473

This study aims to analyze the effect of green banking, firm age, firm size, and return on assets (ROA) on firm value in the banking sector listed on the Indonesia Stock Exchange during the 2019–2023 period. This research employs a quantitative method and utilizes secondary data obtained from financial statements accessed through idx.com and the official websites of the respective banks. The population of this study consists of 46 banking companies listed on the Indonesia Stock Exchange. The sampling technique used is a census (saturated sampling), in which all members of the population are included as the sample. The data analysis method applied in this study is path analysis using SPSS software. The analysis includes descriptive statistics, normality test, multicollinearity test, autocorrelation test, heteroscedasticity test, multiple regression analysis, F-test, coefficient of determination (R²) test, and hypothesis testing (t-test). The results indicate that green banking has a significant negative effect on firm value, while firm age, firm size, and ROA have positive but insignificant effects on firm value in the banking sector listed on the Indonesia Stock Exchange during the 2019–2023 period.

Determinants of Cash Holding in The Jakarta Islamic Index: The Role of Net Working Capital, Cash Flow, and Capital Expenditure Handreyan Handreyan; Yusnita Octafilia; Willy Andresen; Dhoni Rizky Widya Mahardika
Research in Accounting Journal (RAJ) Vol. 6 No. 2 (2025): RAJ (Research in Accounting Journal)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/raj.v6i2.10490

This study aims to determine the influence of Net Working Capital, Cash Flow and Capital Expenditure on Cash Holding. The object of this research is the Jakarta Islamic Index (JII) company listed on the IDX for the period of 2016 to 2020. The population in this study is 30 companies. The sampling technique in this study used the purposive sampling method and obtained a sample of 29 companies that were used as research samples. The data analysis technique used was multiple linear regression analysis using the Software Statistical Package for the Social Sciences (SPSS) application. The results of this study show that the variables of Net Working Capital, Cash Flow and Capital Expenditure do not have a significant effect on Cash Holding of Jakarta Islamic Index (JII) companies listed on the IDX from 2016 to 2020.

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