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All Journal Jurnal Riset Akuntansi Politala Wadiah: Jurnal Perbankan Syariah
Eka Wahyu Hestya Budianto
UIN Maulana Malik Ibrahim Malang
Economics, Econometrics & Finance

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IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SEBAGAI UPAYA UNTUK MENINGKATKAN CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY (STUDI KASUS PADA BSI KCP MALANG SOETTA) Khusnul Khotimah; Eka Wahyu Hestya Budianto
Jurnal Riset Akuntansi Politala Vol 7 No 3 (2024): Jurnal Riset Akuntansi Politala
Publisher : Pusat Penelitian dan Pengabdian bagi Masyarakat Politeknik Negeri Tanah Laut

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34128/jra.v7i3.396

Abstract

This study aims to determine the extent of the role of CRM in increasing customer satisfaction and loyalty in the long term for good sustainability, especially by applying existing Islamic values, especially in sharia-based banking such as BSI KCP Malang Soetta. The research conducted in 2024 is qualitative with a descriptive approach using primary and secondary data collected through library data, interview techniques, observation, and documentation. The data analysis process starts from the process of data collection, reduction, presentation and conclusion drawing to produce findings about what motivates the application of CRM such as relationships that are considered unique, the application of the pareto law, research 68% of customers leave due to poor service etc.. How the procedures for implementing CRM can be done with 3 strategies namely one off one marketing, partnering programs, and continuity marketing. Including the impact and obstacles that must be faced from the implementation of CRM.
Analisis Pengaruh Variabel Pengetahuan Lokasi Dan Lingkungan Sosial Terhadap Minat Santri Pada Bank Syariah M. Amiruddin; Eka Wahyu Hestya Budianto
WADIAH Vol. 9 No. 2 (2025): Wadiah: Jurnal Perbankan Syariah
Publisher : Fakultas Ekonomi dan Bisnis Islam, UIN Syekh Wasil Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30762/wadiah.v9i2.1883

Abstract

The main objective of this study is to reveal the factors that play a role in the savings habits of Islamic boarding school students, especially in the context of Islamic banking. This study focused on students of the Sabilurrosyad Gasek Islamic Boarding School in Malang, with all 81 students who had filled out the questionnaire as the population and sample. Statistical analysis shows that students' knowledge of Islamic banking products and principles has a significant impact on their tendency to save in Islamic banks. However, the social environment does not have a significant effect on their savings behavior, nor does the location or distance of the Islamic bank from the Islamic boarding school.
The Role of Profitability in Mediating the Effect of Intellectual Capital and ESG Disclosure on Firm Value in Islamic Banking in the Asean Region Miftahul Farichah; Eka Wahyu Hestya Budianto
WADIAH Vol. 10 No. 2 (2026): Wadiah: Jurnal Perbankan Syariah
Publisher : Fakultas Ekonomi dan Bisnis Islam, UIN Syekh Wasil Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30762/wadiah.v10i2.3248

Abstract

The purpose of this research is to determine the role of profitability in mediating the influence of Intellectual Capital and ESG Disclosure on Firm Value. The sample used in this study is Islamic banking in the ASEAN region that published annual reports and sustainability reports for the 2020-2024 period. The sampling technique used in this study was purposive sampling, with a total sample of 20 companies over a 5-year period. The data analysis technique for this research uses Panel Data Regression Analysis with the Eviews 12 application and the Sobel Test using the website https://quantpsy.org/sobel/sobel.htm. The results of this study indicate that intellectual capital significantly influences firm value in ASEAN Islamic banking. Meanwhile, ESG disclosure does not significantly influence firm value in ASEAN Islamic banking. Profitability has a significant impact on firm value in ASEAN Islamic banking. Intellectual capital has a significant impact on profitability in ASEAN Islamic banking. ESG disclosure has a significant impact on profitability in ASEAN Islamic banking. Profitability mediates the influence of intellectual capital on firm value in ASEAN Islamic banking. However, profitability fails to mediate the influence of ESG disclosure on firm value in ASEAN Islamic banking.
Co-Authors Khusnul Khotimah M. Amiruddin Miftahul Farichah