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All Journal Jurnal Mandiri EAJ (ECONOMICS AND ACCOUNTING JOURNAL) Dinasti International Journal of Management Science Jurnal Ilmiah Edunomika (JIE) Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Ilmiah Manajemen Kesatuan Responsive: Jurnal Pemikiran dan Penelitian Administrasi, Sosial, Humaniora dan Kebijakan Publik Enrichment : Journal of Management Akrab Juara : Jurnal Ilmu-ilmu Sosial Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Jurnal AbdiMas Nusa Mandiri Indonesian Journal of Society Engagement (IJSE) Jurnal Abdimas Ekonomi dan Bisnis Jurnal Ekonomi EKONOMIKA45 Matriks Multidisciplinary Indonesian Center Journal Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan
Wahid Akbar Basudani
Fakultas Ekonomi Dan Bisnis, Universitas Nusa Mandiri
Religion Humanities Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Environmental Science Industrial & Manufacturing Engineering Mathematics Medicine & Pharmacology Neuroscience Physics Social Sciences Other

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Journal : Jurnal Mandiri

 1 
Customer Satisfaction and Loyalty Management of Bank Sahabat Sampoerna Branch Kelapa Gading Wahid Akbar Basudani; Valentine Theresia Simamora; Gani Wiharso; Muhammad Abdullah; Hary Mulyadi
Jurnal Mandiri : Ilmu Pengetahuan, Seni, dan Teknologi Vol 6 No 2: Desember 2022
Publisher : Lembaga Kajian Demokrasi dan Pemberdayaan Masyarakat (LKD-PM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33753/mandiri.v6i2.215

Abstract

The purpose of this study is to determine whether there is an effect of service quality, customer motivation and customer behavior on customer satisfaction with customer complaints as moderation and its impact on customer loyalty at Bank Sabahat Sampoerna Branch Kelapa Gading This study uses the SEM method with the Smart-PLS application. The number of samples in this study amounted to 52 with the sampling technique of accidental sampling which is included in the type of non-probability sampling where the object in this study is the customer who uses credit facilities at Bank Sahabat Sampoerna Branch Kelapa Gading. The results of this study obtained the endogenous variable Customer Satisfaction (Y) of 0.98 and Customer Loyalty (Z) of 0.97. This indicates that the endogenous latent variable Customer Satisfaction (Y) is strongly influenced by the exogenous variables of Service Quality (X1), Customer Motivation (X2) and Customer Behavior (X3). Meanwhile, the endogenous latent variable of Customer Loyalty (Z) is strongly influenced by 0.97 by the exogenous variables of Service Quality (X1), Customer Motivation (X2) and Customer Behavior (X3) through the mediating variable of Customer Satisfaction (Y).
Product and Service Quality to Inflict Customer Satisfaction and Loyalty of Bank Sahabat Sampoerna Kelapa Gading Branch Valentine Theresia Simamora; Wahid Akbar Basudani
Jurnal Mandiri : Ilmu Pengetahuan, Seni, dan Teknologi Vol 7 No 1: Juni 2023
Publisher : Lembaga Kajian Demokrasi dan Pemberdayaan Masyarakat (LKD-PM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33753/mandiri.v7i1.236

Abstract

Post-pandemic economic growth is a focus for the government where one of the steps taken is a policy related to bank interest rates to stimulate the growth of corporate and small medium enterprise loans. One of the banks that has a focus on providing corporate and small medium enterprise loans is Bank Sahabat Sampoerna. Tight competition in the banking world in helping efforts to grow the economy has triggered Bank Sahabat Samporna to provide the best quality products and services to its customers so that these customers receive satisfaction which then become loyal customers. The purpose of this study was to determine whether there is an influence of product and service quality on customer satisfaction and loyalty at Bank Sabahat Sampoerna Kelapa Gading Branch. Smart-PLS is used to implement the SEM method in this study. In this study, 100 customers who used credit services were sampled using the accidental sampling method, which falls under the category of non-probability sampling.The endogenous variables Customer Loyalty (Z) and Customer Satisfaction (Y) were found to be 0.417 and 0.433, respectively, in this study. This demonstrates that the endogenous inert variable Customer Satisfaction (Y) is weakly affected by 0.433 by the exogenous factors Product Quality (X1) and Service Quality (X2). In the interim, the endogenous dormant variable Customer Loyalty (Z) is weakly impacted by 0.417 by the exogenous variable Product Quality (X1) and Service Quality (X2) through the intervening variable Customer Satisfaction (Y).
Customer Loyalty Improvement of PT Federal International Finance Danastra Bogor Area Sari, Risda Novita; Rofingi, Mutiara; Purwadi, Purwadi; Rindiyani, Syafira; Rudiyono, Denny; Hidayah, Adam; Basudani, Wahid Akbar
Jurnal MANDIRI: Ilmu Pengetahuan, Seni, dan Teknologi Vol 8 No 1: Juni 2024
Publisher : Lembaga Kajian Demokrasi dan Pemberdayaan Masyarakat (LKD-PM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33753/mandiri.v8i1.263

Abstract

Online loans (pinjol) are increasingly being used by the public, especially during the Covid-19 pandemic where many households are experiencing extraordinary economic pressure. The Financial Services Authority (OJK) provides information regarding the amount of loan disbursements through loan organizing institutions or commonly known as online loan providers (pinjol) in Indonesia touched Rp 20.53 trillion in August 2023. PT Federal International Finance Danastra is an application engaged in multipurpose financing such as working capital, wedding capital, education financing and many other needs to support life. The purpose of the study was to determine how much influence service quality, brand image and customer trust have on customer satisfaction and its impact on customer loyalty at PT. Federal International Finance Danastra, this research uses quantitative analysis methods using SPSS 26 software and the sampling method uses simple random sampling with a sample size of 270 respondents using the Slovin model. Through this research analysis, it is known that the factors of service quality, brand image, consumer trust and consumer satisfaction have a strong and significant influence on consumer loyalty PT. Federal International Finance Danastra.
Co-Authors Adam Hidayah Andini Eka Saputri Febrianto Fitryana, Destika Gani Wiharso Givan, Bryan Hamzah, Zeze Zakaria Hary Mulyadi Hastari, Hilda Herman Hidayah, Adam Ida Zuniarti Ida Zuniarti, Ida Instianti Elyana Joko Ariawan Moch. Benny Alexandri Muhammad Abdullah Muhammad Abdullah Mujito Mulyadi, Harry Mulyadi, Hary Mutiara Rofingi Nurcahyo Kumolo Marsono Nursah, Muchamad Prasetyo, Johan Hendri Purwadi Purwadi Purwadi Purwanto , Obi Eko Purwanto, Oby Eko Putri, Vina Tresna Rindiyani, Syafira Risda Novita Sari Rofingi, Mutiara Rudiyono, Denny Sari, Risda Novita Sri Rusiyati Ula, Masrifatul Valentine Theresia Simamora Valentine Theresia Simamora Vionita Qatrunnada Zahwa, Putri Zeze Zakaria Hamzah