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All Journal Journal of Economic, Bussines and Accounting (COSTING) Syntax Idea jurnal syntax admiration JURNAL KOMUNIKASI DAN BISNIS Jurnal Manajemen Jurnal Ekonomi Perusahaan Jurnal Indonesia Sosial Sains Global Research on Economy, Business, Communication, and Information
Hendratmoko
Institut Bisnis Dan Informatika Kwik Kian Gie
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The Effect of Service Quality and Price Perception on Customer Loyalty Mediated by Customer Satisfaction at Bengkel Sukses Jaya Valencia Livia; Hendratmoko Hendratmoko
Jurnal Indonesia Sosial Sains Vol. 5 No. 11 (2024): Jurnal Indonesia Sosial Sains
Publisher : CV. Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jiss.v5i11.1467

Abstract

This research investigates the impact of service quality and price perception on customer loyalty, with customer satisfaction acting as a mediating variable at Bengkel Sukses Jaya. Utilizing a quantitative research approach, data were gathered from 106 respondents who have used or are currently using the motorcycle maintenance services at the workshop. The analysis was conducted using the PLS-SEM method through SmartPLS 4.1.0.3 software. Results reveal that both service quality and price perception significantly enhance customer satisfaction. Moreover, service quality directly fosters customer loyalty, while price perception shows no direct effect on loyalty. However, customer satisfaction emerges as a significant driver of customer loyalty. Notably, the study confirms that service quality and price perception indirectly influence customer loyalty through the mediating role of customer satisfaction.
External factors as mediators of work-life balance for generation Z Hendratmoko Hendratmoko; Elisabeth Vita Mutiarawati; Heri Prabowo
Jurnal Ekonomi Perusahaan Vol. 32 No. 2 (2025): Sept 2025 - Feb 2026
Publisher : Business and Entrepreneurship Department, Kwik Kian Gie School of Business and Information Technology, Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jep.v32i2.1898

Abstract

The contemporary landscape of human resource management has witnessed work-life balance (WLB) emerging as a critical strategic concern, particularly for Generation Z employees entering today's evolving work environment. The progression of digitalization, increasing productivity expectations, and individual aspirations for well-being have intensified the relevance of examining WLB. This study investigates how technological and psychological dimensions influence WLB and explores the mediating function of external factors in that relationship. Employing a quantitative methodology anchored in Structural Equation Modeling with Partial Least Squares (SEM-PLS) analysis, complemented by qualitative insights drawn from Gen Z employees' workplace experiences across various Indonesian firms. The findings reveal that psychological variables exert the strongest impact on WLB, both directly and through external mediating factors. In contrast, technological aspects have a limited direct effect and show insignificant mediation. The novelty of this study lies in conceptualizing external conditions such as social support networks and adaptive organizational culture as intermediaries connecting technological and psychological influences on WLB, a perspective rarely explored among Indonesia's younger workforce. The results highlight the importance of psychosocial-oriented strategies in addressing WLB challenges amid the digital era.
The Influence of Work Discipline and Leadership Style on Employee Performance Through Work Effectiveness Franklin Benedick; Hendratmoko Hendratmoko; Elisabeth Vita Mutiarawati
Jurnal Komunikasi dan Bisnis Vol. 13 No. 1 (2025): May - October 2025
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jkb.v13i1.1271

Abstract

This research aims to analyze the influence of work discipline and leadership style on employee performance through work effectiveness. Research was conducted on employees of PT. Elektrindo Sarana Abadi. The sampling technique used saturated sampling with a total of 60 respondents. The research uses Structural Equation Modeling (SEM) using smartPLS 4.0. The research results show that work discipline has a positive and significant influence on work effectiveness. Leadership style has no effect on work effectiveness. Work discipline has a significant positive effect on employee performance. Leadership style has no effect on employee performance. Work effectiveness has a positive and significant influence on employee performance. Work discipline influences employee performance through work effectiveness. Leadership style does not affect employee performance through work effectiveness.
Modeling Organizational Mediation A STEM Analysis of Work-Life Balance Determinants Hendratmoko; Elisabeth Vita Mutiarawati
Global Research on Economy, Business, Communication, and Information Vol. 3 No. 2 (2025): November 2025 - April 2026
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat (LPPM) Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/grebuci.v3i2.1928

Abstract

This study aims to examine the influence of individual and organizational factors on work-life balance (WLB) as well as the mediating role of organizational factors, and the relationship between individual factors and WLB. This study uses a quantitative method with a total of 165 respondents working in Jakarta during December 2025. Data analysis using PLS-SEM. The results showed that individual factors had a significant effect on WLB (β=0.570) and organizational factors (β=0.650). Organizational factors also had a strong direct effect on WLB (β=0.518). This study also proves that organizational factors function as significant partial mediators with indirect effects = 0.337. This update in the research understands and confirms the mediation mechanism of organizational factors. Implicitly, organizational policies and culture need to be developed to reinforce individual factors towards WLB.
Beyond Religiosity: Value, AI, and Perceived Ethicality Model for Predicting Customer Loyalty Hendratmoko
Jurnal Komunikasi dan Bisnis Vol. 14 No. 1 (2026): May - October 2026
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jkb.v14i1.2340

Abstract

This study investigates whether perceived ethicality functions as the psychological mechanism through which AI-enabled banking services strengthen customer loyalty. Rather than relying on conventional demographic segmentation such as religion, ethnicity, or domicile, the study develops a value-oriented explanatory framework that emphasizes customers' ethical evaluations of banking services. A cross-sectional quantitative survey involving 270 banking customers from five major Indonesian cities was conducted. The proposed research model was evaluated using Partial Least Squares Structural Equation Modeling (PLS-SEM) implemented in SmartPLS 4.0. The empirical findings demonstrate that favorable evaluations of AI-enabled banking significantly enhance both perceived ethicality and customer loyalty. Furthermore, perceived ethicality exerts an independent positive influence on loyalty while simultaneously serving as a significant mediator between AI capability and customer loyalty. Practically, the findings suggest that banks should integrate AI capability with transparent and ethical service practices to strengthen long-term customer loyalty.
Trust creates value, value creates loyalty: evidence from islamic digital banking Brastoro; Hendratmoko
Jurnal Manajemen Vol 15 No 1 (2025): November 2025 – April 2026
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jm.v15i1.2386

Abstract

This study examines the relationships among institutional trust, perceived value, and customer loyalty in Islamic digital banking while investigating the mediating role of perceived value. Design/methodology/approach. Data were collected from 167 Indonesian digital banking customers and analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). Institutional trust significantly enhances perceived value and customer loyalty, while perceived value positively influences loyalty and partially mediates the trust–loyalty relationship. The findings support the proposed Trust-to-Value Conversion Framework (TVCF), suggesting that institutional trust strengthens loyalty primarily by creating customer value. This study extends Commitment–Trust Theory by integrating Perceived Value Theory and proposing the TVCF as a conceptual framework explaining how institutional trust is translated into sustainable customer loyalty in Islamic digital banking.
Co-Authors Ascaryo Putro Brastoro Elisabeth Vita Mutiarawati Farien Dwi Putri Franklin Benedick Heri Prabowo Michael Heryanto Nadhila Adlina Sabila Valencia Livia Yeni Supriatna Yollanda Sollu