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All Journal Journal of Economic and Management (JECMA) Business and Applied Management Journal
Pratomo Cahyo Kurniawan
Universitas Islam Negeri K.H. Abdurrahman Wahid Pekalongan
Humanities Economics, Econometrics & Finance Education Environmental Science Social Sciences

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Pengaruh Pertumbuhan Ekonomi dan Pertumbuhan Angkatan Kerja Terhadap Tingkat Pengangguran Di Kota Pekalongan Pratomo Cahyo Kurniawan; Nala Khilmiana; Sandi Arifin; Asih Maisaroh
Journal of Economics and Management (JECMA) Vol. 5 No. 1 (2023): Februari
Publisher : Program Studi Manajemen Universitas Muhadi Setiabudi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46772/jecma.v5i1.955

Abstract

Economic growth is usually used as a reference as an indicator of economic success in a region. Such indicators are, for example, problems regarding inflation and unemployment as well as improving public welfare. One of the factors that influence economic growth is the number of labor force and unemployment. From year to year population growth is relatively increasing and it will also affect the growth of the labor force. In urban areas, the growth of the labor force is relatively increasing from year to year. In the city of Pekalongan, there is still an alarming number of unemployed, which is 11.042.00 people in 2020. This study aims to determine the effect of economic growth and labor force growth on the unemployment rate in the city of Pekalongan. This type of research is descriptive analytical quantitative research. Analytical descriptive quantitative is a technique or method used is descriptive analytical quantitative method, analytical descriptive method is a method that functions to obtain in-depth data. The point is which data contains meaning and can affect the substance of significant research. Data collection was obtained from secondary data taken from the Central Statistics Agency of Pekalongan City. Based on the results of this study, the level of the labor force and unemployment will also affect the level of economic growth. So that the data obtained from BPS is certainly valid, so it can be concluded that economic growth in Pekalongan City is relatively low, because based on data from BPS Pekalongan City, the number of labor force and unemployment is still relatively high.
The Mediating Role of Customer Satisfaction in The Relationship Between Service Quality and Complaint Handling Toward Customer Loyalty at Bank After Digital Disruption Mansur Chadi Mursid; Elysia Anindya Indriani; Pratomo Cahyo Kurniawan; Catherine Conales Salvo; Aenurofik Aenurofik; Abdul Hamid
Business and Applied Management Journal Vol. 4 No. 1 (2026)
Publisher : Al-Qalam Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/bamj.v4i1.2089

Abstract

The development of digital transformation in the banking industry has encouraged Bank Syariah Indonesia (BSI) to digitally transform its mobile banking services by releasing the BYOND by BSI SuperApp as the latest version of BSI Mobile. However, in early 2025, a digital service disruption occurred, leading to an increase in customer complaints, including at Bank BSI. This disruption caused inconvenience in transactions and potentially affected customer satisfaction and loyalty. The purpose of this study was to evaluate the extent to which service quality and complaint handling influenced customer loyalty through customer satisfaction. This study used a quantitative approach with a survey method. Data were collected by distributing questionnaires to BSI KCP Pemalang customers using a purposive sampling technique. The sample of this study were BYOND users who were affected by the disruption, had previously reported problems related to BYOND, were at least 18 years old, and lived in the Pemalang area. The measurement scale used a five-point Likert scale. Data analysis was performed using the Structural Equation Modeling (SEM) method based on Partial Least Square (PLS) with the SmartPLS 4 application. The results showed that service quality and complaint handling influenced customer satisfaction. However, service quality and complaint handling did not influence customer loyalty. Customer satisfaction was shown to influence loyalty and mediate the relationship between service quality and complaint handling on customer loyalty with p values 0,001 and 0,003. The practical implication of this research is the importance of prioritizing consumer satisfaction in handling their complaints.
Co-Authors Abdul Hamid Aenurofik Asih Maisaroh Catherine Conales Salvo Elysia Anindya Indriani Mansur Chadi Mursid Nala Khilmiana Sandi Arifin