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All Journal DIGEST MARKETING JDM Jurnal Manajemen Terapan dan Keuangan Jurnal Ilmiah Universitas Batanghari Jambi EKONOMIS : Journal of Economics and Business J-MAS (Jurnal Manajemen dan Sains) International Journal of Supply Chain Management Jurnal Samudra Ekonomi dan Bisnis Dinasti International Journal of Management Science Jurnal Ekonomi Manajemen Sistem Informasi Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik JAS (Jurnal Agri Sains) Dinasti International Journal of Digital Business Management Jurnal Ilmu Manajemen Terapan (JIMT) Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Jurnal Perspektif Pembiayaan dan Pembangunan Daerah Jurnal Ilmu Multidisplin Jurnal Karya Abdi Masyarakat Jurnal Ilmiah Ilmu Terapan Universitas Jambi Journal of Business Studies and Management Review EJOIN : Jurnal Pengabdian Masyarakat Jurnal Pengabdian Masyarakat dan Riset Pendidikan Horizon: Indonesian Journal of Multidisciplinary Jurnal Greenation Sosial dan Politik Jurnal Pengembangan dan Pengabdian Masyarakat
Ade Octavia
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Dampak Kualitas Layanan dan Kualitas Produk Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah PT Asuransi Jiwa BCA Life di Provinsi Jambi Putri, Bella Maysi; Octavia, Ade; Fazri, Andang
HORIZON: Indonesian Journal of Multidisciplinary Vol. 4 No. 3 (2026): HORIZON: Indonesian Journal of Multidisciplinary (In-Press)
Publisher : Lembaga Intelektual Muda (LIM) Maluku

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54373/hijm.v4i3.5373

Abstract

This study employs a quantitative approach with the aim of analyzing the influence of service quality and product quality on customer loyalty, with customer satisfaction serving as the intervening variable. The study was conducted among customers of PT Asuransi Jiwa BCA Life in Jambi Province. The independent variables in this study include service quality and product quality; the dependent variable is customer loyalty; and customer satisfaction acts as the intervening variable. Data collection was conducted by distributing questionnaires to customers who served as research respondents. The questionnaire was designed using a Likert scale to measure respondents’ perceptions of each indicator for service quality, product quality, customer satisfaction, and customer loyalty. The data obtained are primary data collected directly from the respondents. Data analysis was performed using the Partial Least Squares-based Structural Equation Modeling (SEM-PLS) method with the SmartPLS software. The analysis stages included testing the outer model to assess the validity and reliability of the research instruments, as well as testing the inner model to analyze the relationships between variables and test the research hypotheses. A test of the mediating effect of customer satisfaction was conducted to determine its role in mediating the influence of service quality and product quality on customer loyalty.
The Influence of Customer Experience and Service Quality on Customer Satisfaction in Micro Culinary Businesses in Jambi City Lestari, Suci Ayu; Octavia, Ade; Fazri, Andang
HORIZON: Indonesian Journal of Multidisciplinary Vol. 4 No. 3 (2026): HORIZON: Indonesian Journal of Multidisciplinary (In-Press)
Publisher : Lembaga Intelektual Muda (LIM) Maluku

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54373/hijm.v4i3.5386

Abstract

Service towards customer satisfaction in micro culinary businesses in Jambi City. This study uses a quantitative approach with a descriptive-verificative design. The research population includes all micro culinary businesses in Jambi City, totaling 22,295 units in 2025, while the research sample consists of 100 customers selected using purposive sampling based on certain criteria. Data were collected through a questionnaire with a Likert scale. Data analysis was conducted through classical assumption tests to ensure model feasibility, followed by multiple linear regression analysis to examine the influence of each independent variable on the dependent variable. The research results indicate that customer experience has a positive and significant effect on customer satisfaction. Service quality has a positive and significant effect on customer satisfaction. Simultaneously, customer experience and service quality have a significant effect on customer satisfaction (F=50.937; p=0.000) with a coefficient of determination of 51.20%. These findings indicate that improving customer experience and service quality can be important factors in increasing customer satisfaction in micro culinary businesses in Jambi City. This study recommends that micro culinary business operators consistently improve service quality and customer experience in order to optimize customer satisfaction and business sustainability.
Pengaruh Servant Leadership, Motivasi Intrinsik dan Komitmen Afektif Terhadap Kinerja Pegawai di Kantor Camat Danau Teluk Fitriyani Putri, Sherli; Edward Edward; Ade Octavia
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 4 No. 2 (2022): Jurnal Ekonomi Manajemen Sistem Informasi (November - Desember 2022)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/jemsi.v4i2.1208

Abstract

Tujuan dari penelitian ini adalah untuk menghasilkan gambaran servant leadership, motivasi intrinsik, komitmen afektif dan kinerja pegawai di Kantor Camat Danau Teluk dan menganalisis pengaruh servant leadership, motivasi intrinsik dan komitmen afektif terhadap Kinerja Pegawai di Kantor Camat Danau Teluk. Alat Analisis yang digunkan adalah analisis PLS. Hasil penelitian menunjukkan kinerja pegawai menunjukkan bahwa rata-rata skor sebesar 189,6 dengan kategori sangat baik, servant leadership menunjukkan bahwa rata-rata skor sebesar 180,5 dengan kategori sangat baik, motivasi intrinsik menunjukkan bahwa rata-rata skor sebesar 169,9 dengan kategori tinggi sementara komitmen afektif menunjukkan bahwa rata-rata skor sebesar 126,2 dengan kategori sedang. Selanjutnya hasil penelitian dari analisi PLS menjelaskan bahwa servant leadership, motivasi intrinsik dan komitmen afektif berpengaruh siginfikan dan positif terhadap Kinerja Pegawai di Kantor Camat Danau Teluk.
Co-Authors Ade Titi Nifita AGESHA MARSYAF Agus Solikhin, Agus Agus Syarif Ajizah, Nur Akhmad Habibi, Akhmad AKHMAD IRWANSYAH SIREGAR Albetris Amir Husni Andang Fazri Ardi Novra Ardiyaningsih Puji Lestari Aulia Putri Anwar Dahmiri Dedy Setiawan Dwi Kurniawan, Dwi Dylan Al Muzzaky, Ahmad Edward Edward Elwamendri Enggrani Fitri , Lucky erida erida Erwita Dewi F. Husni Hasbullah, F. Husni Firdaus Firdaus Fitriaty, Fitriaty Fitriyani Putri, Sherli Fuad Muchlis Garry Yuesa Rosyid Hapzi Ali Harto, Muji Heriberta Heriberta Hidayah, Zainur Hutajulu, Daniela Setiani Ida Masriani, Ida Idham Khalik, Idham Ihkam, Febrianto Al Ingepuri, Pebriana Is, Asnawati johannes johannes Johannes Simatupang Johni Paul Karolus Pasaribu Kennis, Veni Lestari, Suci Ayu Levi Febri Damayanti Lucky Enggrani Fitri Machpuddin, Asep Meilina, Dira Muraddin, Zulkifli musnaini musnaini Muspawi, Muspawi Nastavira Izmi, Inggrid NOVITA EKASARI Novita Sari Nurhidayat, Prasetyo Octora, Shinta Pasya, Arobi Prastia, Budi Pratiwi, Hesty Indah Putri, Bella Maysi Rajagukguk, Iswento Rizki Manarissar Ridhwan Ridhwan, Ridhwan Ridwan, Ridwan Rina Mardiana Rizky Eka Putra, Rizky Eka Rosyid, Garry Yuesa Rusita, Dea Sadzali, Asyhadi Mufsi Saputra, Farhan Shofia Amin Sigit Indrawijaya Sihombing, Jul Kono Siregar, Ade Per Siregar, Ade Perdana Siswahyudianto Sry Rosita Surya Hartati, Dwi Suswita Roza Suswitaroza - syahmardi yacob Sylvia Kartika Wulan Bhayangkari Tona Aurora Lubis Utama, Achmad Nur Budi Widiasturi, Fitri Yayuk Sriayudha Yenny Yuniarti Yuesa Rosyid, Garry Zulfanetti Zulfanetti Zulfanetti, Zulfanetti Zulfina Adriani