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All Journal I-Finance Journal Community Development Journal: Jurnal Pengabdian Masyarakat Journal Of Human And Education (JAHE) Al-Masraf: Jurnal Lembaga Keuangan dan Perbankan JAKBS I-PHILANTHROPY: A Research Journal on Management of Zakat and Waqf Escalate : Economics and Business Journal
Citra Lestari
Universitas Islam Negeri Raden Fatah Palembang
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Nasabah Dan Keputusan Sebagai Variabel Intervening Pada Bank Syariah Indonesia KCP Palembang Simpang Patal Vineilia Dwi Ariantika; Lemiyana; Citra Lestari
Jurnal Akuntansi Keuangan dan Bisnis Vol. 2 No. 1 (2024): April - Juni
Publisher : CV. ITTC INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62379/jakbs.v2i1.978

Abstract

Customer satisfaction is an important factor that is used as a goal by companies, including the banking world. Customer satisfaction is very valuable for a bank or company. In customer satisfaction, there are several factors that influence it, including the quality of service and facilities. Customers who are satisfied with a service or product provided and the facilities are good and adequate tend to use the service again in the future. Before using services or products at a bank, customers will make a decision to use a bank's products and services. In this case, individuals will have their own perceptions, with individuals looking for information about bank services and products that suit their needs. This research aims to determine the influence of service quality and facilities on customer satisfaction where decisions are an intervening variable at Bank Syariah Indonesia KCP Palembang Simpang Patal. The method used in collecting data is through a questionnaire using a Likert scale. The population was 19,639 total customers from 2020 and the sample used was 99 respondents using a purposive sampling technique. Data processing uses the SmartPLS application version 4.0. The path coefficient shows that the quality of service and facilities has a significant effect on customer satisfaction. Decisions cannot mediate service quality on customer satisfaction. But decisions can mediate facilities on customer satisfaction
The influence of payment usage and ease of use of QRIS on customer loyalty among Gen Z (case study of UIN Raden Fatah Palembang and Sriwijaya University) Nova Fitria; Hilda; Citra Lestari
Escalate : Economics and Business Journal Vol. 4 No. 3 (2026): Escalate : Economics and Business Journal
Publisher : Takaza Innovatix Labs Ltd.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61536/escalate.v4i3.606

Abstract

Digital payment transformation through the Quick Response Code Indonesian Standard (QRIS) is increasing among Generation Z, but the influence of usage and ease of use on customer loyalty still shows inconsistent results in previous studies. This study aims to analyze the influence of QRIS usage and ease of use on customer loyalty among students of UIN Raden Fatah Palembang and Sriwijaya University. This study uses a quantitative approach with a survey method. The study population was Generation Z students who use QRIS at both universities, with a sample of 100 respondents selected using a purposive sampling technique. Data were collected through a Likert-scale questionnaire and analyzed using SPSS through validity tests, reliability tests, classical assumption tests, multiple linear regression, t-tests, F-tests, and coefficients of determination. The results show that QRIS usage has a positive and significant effect on customer loyalty (t = 8.540; p < 0.001), as does ease of use (t = 4.677; p = 0.002). Both variables simultaneously significantly influenced customer loyalty (F = 123.396; p < 0.001), with an explanatory power of 71.8% for the dependent variable. This study concluded that increasing the intensity of QRIS use and its ease of use can strengthen customer loyalty among Generation Z.
Co-Authors Aisyah Khairunnisa Astri Astri Benny Wachyudianta Benny Wachyudianta Citra Pertiwi Citra Pertiwi Dian Pertiwi Disfa Lidian Handayani Ellen Okta Divy Ellen Okta Divy Erdah Litriani Hilda Irham Khumaidi Irham Khumaidi Julia Julia JULITASARI JULITASARI Lemiyana Lisa Hepriyanti Lisa Hepriyanti Muhtadi Muhtadi Nikita Lusitania Nova Fitria Rahma Rahma Resti Utami Saipul Annur Serli Widya Astuti Serli Widya Astuti Vineilia Dwi Ariantika Wulan Oktarina Wulan Oktarina