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All Journal Kurs : Jurnal Akuntansi, Kewirausahaan dan Bisnis Journal of Social Politics and Governance (JSPG) Journal of Research in Social Science and Humanities Journal of Nursing Science Update
Fitriana Fitriana
Universitas Riau
Religion Arts Humanities Economics, Econometrics & Finance Education Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Nursing Social Sciences Other

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ANALISIS KUALITAS PELAYANAN ONLINE TERHADAP KEPUASAN DAN LOYALITAS NASABAH PADA PT. BANK BRI AGRONIAGA, TBK CABANG PEKANBARU Fitriana Fitriana; Zulkarnain Zulkarnain; H. B. Isyandi
Kurs : Jurnal Akuntansi, Kewirausahaan dan Bisnis Vol 2 No 1 (2017): Kurs : Jurnal Akuntansi, Kewirausahaan dan Bisnis
Publisher : Institut Bisnis dan Teknologi Pelita Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (426.054 KB)

Abstract

The study was conducted at PT. Bank BRI Agroniaga, Tbk Branch Pekanbaru Riau with the aim to analyze the effect of efficiency, reliability, fulfillment and privacy which are the dimensions of service quality on customer satisfaction levels. To analyze the effect of the overall e-service quality on the satisfaction and loyalty through the customer satisfaction level on E-banking. To analyze the effect e-service quality on the satisfaction and loyalty. The population in this study was 496 customers with a sample of 109 people taken by purposive sampling method. The analysis technique used in this research is path analysis. From the test results that the efficiency and privacy directly influence on customer loyalty, reliability and fulfillment no directly effect on customer loyalty. Customer satisfaction effect on customer loyalty. Efficiency and reliability indirectly no effect on customer loyalty through the customer satisfaction, but fulfillment and privacy indirectly effect on customer loyalty through the customer satisfaction The overall e-service quality effect on customer satisfaction and customer loyalty. Quality of service affects customer satisfaction and customer satisfaction affect the customer loyalty. Penelitian ini dilakukan pada PT. Bank BRI Agroniaga, Tbk Cabang Pekanbaru dengan tujuan untuk menganalisa efisiensi, reliabilitas, fulfillment dan privasi yang merupakan dimensi dari kualitas servis terhadap tingkat kepuasan nasabah; untuk menganalisa secara keseluruhan pengaruh dari kualitas e-service terhadap kepuasan dan loyalitas melalui tingkat kepuasan nasabah pada e-banking; untuk menganalisa pengaruh dari kualitas e-service terhadap kepuasan dan loyalitas. Populasi yang digunakan adalah sebanyak 496 nasabah dengan sampel sebanyak 109 orang yang dipilih menggunakan metode purposive sampling. Teknik analisis yang digunakan penelitian ini adalah path analysis. Hasilnya menunjukkan bahwa efisiensi dan privasi secara langsung mempengaruhi loyalitas nasabah, reliabilitas, dan fulfillment tidak memiliki pengaruh langsung terhadap loyalitas nasabah. Kepuasan nasabah mempengaruhi loyalitas nasabah. Efisiensi dan reliabilitas secara tidak langsung tidak mempengaruhi loyalitas nasabah melalui kepuasan nasabah, namun fulfillment dan privasi secara tidak langsung mempengaruhi loyalitas nasabah melalui kepuasan nasabah. Kualitas e-service secara keseluruhan mempengaruhi kepuasan dan loyalitas nasabah. Kualitas servis mempengaruhi kepuasan nasabah dan kepuasan nasabah mempengaruhi loyalitas nasabah.
Overview of The Needs of Sustainable Professional Development For Alumni Ners Faculty of Nursing University of Riau Fitriana Fitriana; Yufitriana Amir; Erwin Erwin
Journal of Nursing Science Update (JNSU) Vol. 9 No. 1 (2021)
Publisher : Department of Nursing, Faculty of Health Sciencce, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (332.931 KB) | DOI: 10.21776/ub.jik.2021.009.01.7

Abstract

Continuing professional development is a process that must be carried out by each individual nurse in order to maintain and update the development of health services through setting high standards of professional practice. The purpose of this research was to determine the need for ongoing professional development activities which include training, seminars, workshops, and formal education for alumni of the Faculty of Nursing, Riau University. Design was descriptive quantitative. The research sample was 293 respondents taken using purposive sampling technique. The results showed the need for continuous professional development in the first priority is training (34.8%) with the type of training needed is emergency nursing training or BTCLS (19.8%), and the second highest priority is formal education (25.3%), who continued S2 if given the opportunity (89.4%) of respondents with the desired form of specialist programs namely management nursing (20.5%) and (10, 6%) want to continue with S3 if given the opportunity. The conclusion of this research is the need for continuing professional development especially training and education activities is very important for Nursing alumni of the Faculty of Nursing, University of Riau to improve their professionalism. 
FAILURES IN THE GOVERNANCE OF COASTAL AUTHORITY IN THE DESIGNATION OF NATIONAL STRATEGIC PROJECTS: A CASE STUDY OF REMPANG ECO CITY FROM THE PERSPECTIVE OF LAW NO. 23 OF 2014 ON LOCAL GOVERNMENT Fitriana Fitriana; Yustina Yustina
Journal of Social Politics and Governance (JSPG) Vol. 8 No. 1 (2026): Journal of Social Politics and Governance (June)
Publisher : Prodi Ilmu Pemerintahan, Universitas AMIKOM Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24076/wc01jn37

Abstract

This study aims to analyze governance failure in the designation of the Rempang Eco City National Strategic Project (PSN) from the perspective of Law Number 23 of 2014 on Regional Government. The central problem lies in whether the PSN designation through Ministerial Coordination Regulation No. 7 of 2023 violated provincial coastal authority as mandated under Article 27 of Law No. 23 of 2014. Drawing on the theories of decentralization, intergovernmental relations, and administrative law, this study employs a qualitative-descriptive approach using a single case study method and document analysis. The findings reveal three administrative defects: (1) overlapping authority between the central and provincial governments in coastal zoning; (2) the absence of the Riau Islands Province Coastal and Small Island Zoning Plan (RZWP-3K) as an investment prerequisite; and (3) the lack of vertical intergovernmental coordination mechanisms consistent with decentralization principles. The revocation of PSN status through Presidential Regulation No. 12 of 2025 confirms this policy failure, yet lacks adequate administrative transition mechanisms. This study recommends reforming PSN designation procedures to mandate fulfillment of provincial coastal spatial planning prerequisites and institutionalizing vertical coordination mechanisms in small island governance.
Evolution of Bureaucratic Reform: A Comparative Analysis of Institutional Frameworks and Digital Governance in Indonesian and Malaysian State Administrations Fitriana Fitriana; R.F.S Harapan Tua
Journal of Research in Social Science and Humanities Vol 5, No 4 (2025)
Publisher : Utan Kayu Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47679/jrssh.v5i4.478

Abstract

This article examines how institutional trajectories, merit-based civil service reforms, and digital governance interact to shape bureaucratic reform in two post-colonial states: Indonesia and Malaysia. The study addresses two questions: (1) how do differences in institutional frameworks and reform trajectories influence the design and implementation of merit-based administrative systems in both countries; and (2) to what extent do digital governance strategies reinforce or compromise meritocratic principles, transparency, efficiency, and citizen participation. Using a qualitative, literature-based comparative approach and a structured, focused comparison along three analytical dimensions (institutional trajectories, merit systems, and digital governance), the article synthesizes findings from academic studies, policy documents, and international indices. The analysis shows that Indonesia, moving from a highly centralized colonial and authoritarian legacy to radical decentralization, has developed a formally advanced merit framework but faces a persistent gap between rules and practice, producing a pattern of (strong formalization, weak enforcement). Malaysia, with a relatively stable federal, Westminster legacy, exhibits a (structured merit) system embedded in an ethnically based political settlement. In digital governance, Indonesia pursues ambitious but fragmented multi-level reforms, while Malaysia follows a more centralized and programmatic trajectory. The article concludes that global scripts of meritocracy and digital governance are refracted through historically specific institutional and political configurations.
Co-Authors Erwin Erwin H. B. Isyandi R.F.S Harapan Tua Solly Aryza Yufitriana Amir Yustina Yustina