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All Journal Economics and Digital Business Review Electronic Journal of Education, Social Economics and Technology
Dwinanto Priyo Susetyo
STIE Pasim Sukabumi, West Java, Indonesia
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Nursing Public Health Social Sciences Veterinary Other

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Consumer Loyalty: Service Quality and Emotional Satisfaction Eka Pranajaya; Dwinanto Priyo Susetyo; Deri Firmansyah
Economics and Digital Business Review Vol. 4 No. 2 (2023): February - July
Publisher : STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/ecotal.v4i2.463

Abstract

Feelings and emotions can play the role of markers, mediators and moderators of the response of consumer behavior to products and services received. Feelings do not have the nature of a liar not even a liar, so provide pleasure, joy and happy feelings of customers through relationships, products and services and attributes to increase their loyalty. This study empirically examines the relationship between service quality (ServQUAL), emotional satisfaction (ES) and customer loyalty (CL). The mediated effect of ES was tested and analyzed. ServQUAL and ES as cognitive and affective aspects were considered as CL frameworks, by deploying instruments to 165 selected samples, respondents responses were analyzed using a simple path with the help of the EViews v10 program. Research findings, from structural analysis I, it is known that ServQUAL has a significant positive effect on customer ES. The results of structural analysis II, found ES to have a significant positive effect on CL. Sobel test results that ServQUAL has a significant positive influence on CL both directly and indirectly through ES. The role of ES was shown to have a mediating effect on the relationship and the influence of ServQUAL on CL. The positive and negative ES aspects of this study were not verified further, it could be the direction of further research.
Contemporary Mask Theory: The Study of Behavior and Personality – A Behavioral Approach to Management and Accounting Deri Firmansyah; Dwinanto Priyo Susetyo; Rahma Wahdiniwaty; M. Yani Syafei; Abdisamad Abdirahman Omar
Electronic Journal of Education, Social Economics and Technology Vol 5, No 2 (2024)
Publisher : SAINTIS Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33122/ejeset.v5i2.245

Abstract

The mask of theory speaks of something more vague than the face of nature. The contemporary theoretical mask in this study adopts Mask behavioral approach to management and accounting in organizations. The potential impact caused by the personality of an individual wrapped in falsehood behind the face of the mask on the organizational climate and organizational performance, was also reviewed. To meet this objective, systematic literature review in the style of narrative review (NR) is carried out on several journals that contain relevant content. Findings, behavior, and interactions in the organizational environment are also inseparable from masks or personas. If the connotation is negative by prioritizing pretense and falsehood, perhaps hypocrisy will grow and lose trust among individual employees, accountants and leadership or may be able to collapse team solidarity and organizational strength. On the basis of any fraud model, financial fraud in organizations is inseparable from the aspect of individual work behavior personally or as a work team or cooperation in other parties internally and externally, opportunities seem to exist to be created by using masks so that they can still be trusted by other parties so that they are not seen in realizing their negative ideas, There are certain patterns of behavior that individuals usually show when fraud is. The implication is that whenever it is necessary to have our initiation and sensitivity to the behavior and temptation of an elegant personality in a mask, of course this is for those who describe compromise with the face of hypocrisy. The novelty of the narrative model in this paper is also explained.
Co-Authors Abdisamad Abdirahman Omar Deri Firmansyah Deri Firmansyah Eka Pranajaya M. Yani Syafei Rahma Wahdiniwaty