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All Journal Jurnal Manajemen Bisnis AKSIOLOGIYA : Jurnal Pengabdian Kepada Masyarakat Journal of Business and Behavioural Entrepreneurship Journal of Management and Leadership eCo-Buss JMK Jurnal Manajemen dan Kewirausahaan Journal of Industrial Engineering & Management Research (JIEMAR) INTERNATIONAL JOURNAL OF SOCIAL, POLICY AND LAW (IJOSPL) Jurnal Manajemen dan Inovasi (MANOVA) Journal of Servite Jurnal Manajemen Jurnal Manajemen dan Bisnis Madani
AGUNG PRIYONO
Tanri Abeng University
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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THE INFLUENCE OF SERVICE QUALITY, SERVICE RESPONSIVENESS, AND CUSTOMER SERVICE COMPETENCE ON CUSTOMER SATISFACTION AMONG USERS OF THE HALO BCA CONTACT CENTER SERVICE Sonia Sonia; Agung Priyono; Fahri Haikal; Akhmad Hairul Umam; Vitrio Wibisono
Journal of Management and Leadership Vol. 9 No. 1 (2026): Vol. 9, No. 1, May 2026
Publisher : Management and Leadership Study Programme

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47970/jml.v9i1.1213

Abstract

The intense competition in the banking industry today requires financial institutions to continuously adapt to the increasingly dynamic needs of society. Service quality has become a crucial factor for banks in maintaining customer trust and loyalty. As the frontline of customer interaction, effective communication between the bank and its customers through customer service plays a key role in preserving the institution's reputation. This study aims to examine the effect of service quality, service responsiveness, and customer service competence on customer satisfaction in the Halo BCA contact center service. Service quality refers to the overall evaluation of customers regarding the excellence of a service. Service responsiveness, is one of the main dimensions used to assess how promptly a company handles customer complaints. Competence refers to the combination of technical knowledge and interpersonal skills possessed by service officers. The population in this study consists of customers of Bank Central Asia (BCA), with a sample of 100 respondents. The sampling technique used is Purposive Sampling. Data were collected by distributing questionnaires to BCA customers via the WhatsApp application, and the data were analysed using the SmartPLS 4.0 program. The results of the study indicate that service quality has no significant effect on customer satisfaction. Service responsiveness does not have a significant effect on customer satisfaction. Meanwhile, Customer service competence has a positive and significant effect on customer satisfaction.
DETERMINANTS OF OUTSOURCED EMPLOYEE PERFORMANCE: THE ROLES OF SUPERVISORY LEADERSHIP STYLE, WORK DISCIPLINE, AND WORK MOTIVATION Ananda Oktaviani; Rizky Octavianda; Agung Priyono; Anandha Budiantoro
Journal of Management and Leadership Vol. 9 No. 1 (2026): Vol. 9, No. 1, May 2026
Publisher : Management and Leadership Study Programme

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47970/jml.v9i1.1214

Abstract

This study aims to examine the influence of supervisory leadership style, work discipline, and work motivation on the performance of outsourced employees at PT Pertamina Retail South Tangerang Area. A descriptive quantitative approach with a survey method was employed. Data were collected through Likert-scale questionnaires distributed to 34 outsourced employees selected using simple random sampling. Data analysis was conducted using SPSS, including validity and reliability tests, classical assumption tests, and multiple linear regression analysis. Hypothesis testing was performed using t-tests, F-tests, and the coefficient of determination (R²). The findings reveal that supervisory leadership style, work discipline, and work motivation partially and simultaneously exert a positive and significant effect on employee performance. Work discipline emerged as the most dominant variable, with a Beta coefficient of 0.657. The R² value of 0.898 indicates that the three independent variables explain 89.8% of the variance in employee performance. These findings highlight the importance of effective leadership practices, consistent work discipline, and enhanced employee motivation in improving workforce performance and service quality within the increasingly competitive energy retail industry.
EMPLOYEE PERFORMANCE IN THE CULINARY BUSINESS SECTOR: THE INFLUENCE OF WORK MOTIVATION, WORK ENVIRONMENT, AND WORKLOAD Rodohtul Hidayah; Aldi Pranata; Agung Priyono; Narti Eka Putri
Journal of Management and Leadership Vol. 9 No. 1 (2026): Vol. 9, No. 1, May 2026
Publisher : Management and Leadership Study Programme

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47970/jml.v9i1.1216

Abstract

This study aims to examine the effects of work motivation, work environment, and workload on employee performance at CV Legenda Kuliner Legendaris. A quantitative research approach with a survey method was employed. The study involved 77 employees selected through a saturated sampling technique, in which the entire population was used as the research sample. Data were collected using a Likert-scale questionnaire and analysed using Partial Least Squares–Structural Equation Modelling (PLS-SEM) with SmartPLS software. The results indicate that work motivation has a positive but insignificant effect on employee performance. In contrast, both work environment and workload have positive and significant effects on employee performance. Workload was found to be the most influential variable affecting employee performance. The coefficient of determination (R²) value of 0.852 indicates that work motivation, work environment, and workload collectively explain 85.2% of the variance in employee performance, while the remaining 14.8% is influenced by other factors outside the research model. These findings suggest that organizations should prioritize the improvement of the work environment and effective workload management to enhance employee performance.
VALUE CREATION THROUGH BUSINESS MODEL INNOVATION AND VERTICAL INTEGRATION: A CASE STUDY OF BINAWAN GROUP Hasriani Hasriani; Awang Darmawan Putra; Agung Priyono
Journal of Management and Leadership Vol. 9 No. 1 (2026): Vol. 9, No. 1, May 2026
Publisher : Management and Leadership Study Programme

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47970/jml.v9i1.1222

Abstract

This study analyzes Business Model Innovation (BMI) implemented by Binawan Group as a value creation strategy through an integrated business ecosystem encompassing eight clusters, namely International Recruitment Services, Education & Training, Tertiary and Secondary Healthcare, Primary and Aesthetic Healthcare, Food & Beverage, IT Infrastructure & Solution, Property, and Agriculture. Using a qualitative case study approach, the analysis is grounded in the Business Model Canvas framework, vertical integration theory, and Resource-Based Theory - VRIO. Binawan Group creates value through four mechanisms: an integrated HR supply chain, cross-subsidization across clusters, brand equity synergy, and operational efficiency through internal digital platforms. This research contributes to strategic management literature regarding BMI in health-based conglomerates within developing economies.
The Mediating Role of Financial Inclusion in the Relationship between Financial Literacy and MSME Performance Fahri Haikal; Diin Fitri; Agung Priyono; Narti Eka Putri
Journal of Business and Behavioural Entrepreneurship Vol. 9 No. 2 (2025): Journal of Business and Behavioural Entrepreneurship
Publisher : Fakultas Ekonomi, Universitas Negeri Jakarta, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21009/JOBBE.009.2.07

Abstract

MSMEs play a strategic role in the Indonesian economy but still face obstacles in the form of low financial literacy and limited access to formal financial services. This study uses a quantitative approach involving 200 MSME actors in Jakarta selected through purposive sampling, where data were collected using questionnaires and analysed using a Partial Least Squares (PLS-SEM) structural equation model. The results show that financial literacy has a positive and significant effect on financial inclusion and SME performance. Financial inclusion also has a positive and significant effect on SME performance and mediates the relationship between financial literacy and SME performance, with a stronger indirect effect than a direct effect. These findings emphasise the importance of improving financial literacy, followed by expanding access to formal financial services so that SMEs can improve their performance and competitiveness.
Co-Authors Agitia Maharani Ahmad Azmy Ahmad Fairus Azka Akhmad Hairul Umam, Akhmad Hairul Aldi Pranata Ananda Oktaviani Anandha Budiantoro Awang Darmawan Putra Azhar, Muhammad Akmal budiantoro, Anandha Diandra, Didip Diin Fitri Dwi Astuti, Nani Erwin Syahputra, Erwin Fahri Haikal Fahri Haikal Fajar Diaz Kusuma Faldhi Fadilla Guci Fitria Handayani Handi Risza Hasriani Hasriani Karasna, Danang Margaretha Vinna Supriyanto Supriyanto Muhammad Alfan Khumaini Mulya, Muhamad Femy Musdalifa Ramdhani Johardi Narti Eka Putri Narti Eka Putri Oktavia, Citra Dwi Paidi Paidi Putra, Awang Darmawan R. Hario Sulistianto Rezika Lubis, Siti Raisa Risza Idris, Handi Rizky Octavianda Rizqia Amalia Rodohtul Hidayah Saipul Anwar Santi Dewi Nur Savitri Sapitri, Rachmawati Saryatmo, Agung Sonia Sonia Sudinta, Heru Sulistianto, Hario Sunny Tampubolon Suryadi, Darin Syahril Sidik Vitrio Wibisono WS, Paidi Yaya Sukarya, Yaya