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All Journal Jurnal Mirai Management JISIP: Jurnal Ilmu Sosial dan Pendidikan Jurnal Mantik JURNAL ECONOMINA DEDIKASI : JURNAL PENGABDIAN KEPADA MASYARAKAT Karuna: Jurnal Pengabdian Masyarakat Multidisiplin Lumbung Ngabdi: Jurnal Pengabdian Masyarakat EKBIS Jurnal Ekonomi, Manajemen, dan Bisnis
Muhammad Naim
Administrasi Bisnis, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Muhammadiyah Mataram
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Evaluasi Digitalisasi Proses Administrasi Keberangkatan Jamaah Umrah PT. Muhsinin Tour & Travel Ariffina Chairunissa; Muhammad Naim
DEDIKASI : Jurnal Pengabdian Kepada Masyarakat Vol. 6 No. 01 (2026): DEDIKASI : Jurnal Pengabdian Kepada Masyarakat
Publisher : YAYASAN HAMJAH DIHA bekerjasama dengan PENA INSTITUTE

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Abstract

This community service activity is motivated by the importance of effective administrative processes in supporting the smooth departure of Umrah pilgrims at PT. Muhsinin Tour & Travel in Mataram City. The increasing demand for Umrah services requires travel agencies to implement administrative systems that are accurate, efficient, and well-integrated. However, several challenges are still encountered, including data discrepancies between documents, delays in document submission, and limitations in digital system synchronization. The method used in this activity is participatory observation conducted through a 9-week internship involving administrative staff and pilgrims. Data were analyzed using descriptive qualitative methods through data reduction, data presentation, and conclusion drawing. The results indicate that the administrative system has been implemented in a structured manner but still requires optimization through document digitalization and the implementation of a double verification system. These improvements have proven to enhance data accuracy, improve document management efficiency, and accelerate administrative service processes. Therefore, strengthening digital-based administrative systems is essential to improve service quality and minimize the risk of delays in pilgrims’ departure.
The Construction of Trust and Perceptions of Security in Payment Transactions on Shopee and Their Implications for Consumer Purchase Decisions Intan Leskantari; Muhammad Naim
JURNAL ECONOMINA Vol. 5 No. 9 (2026): JURNAL ECONOMINA, September 2026
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi 45 Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/economina.v5i9.3112

Abstract

The growth of the e-commerce industry in Indonesia has fueled intense competition among platforms, one of which is Shopee. This study aims to analyze the influence of Trust (X1) and Perceived Security (X2) both parsial and simultan on Consumer Purchase Decisions (Y) on Shopee. The method used in this study is a quantitative approach employing an explanatory survey method. Data were collected through an online questionnaire via Google Forms using a 5-point Likert scale from 174 respondents who are active Shopee users in Mataram City, selected using purposive sampling. The data analysis techniques applied included descriptive analysis, classical assumption tests, multiple linear regression, and hypothesis testing (t-test and F-test) using Smart-PLS 4 software. The results of the study indicate that Trust (X1) has a partial, positive, and significant effect on Purchase Decision (Y), with a coefficient of 0.402 and a t-value of 3.852. Furthermore, Perceived Safety (X2) was also found to have a positive and significant partial effect on Purchase Decision (Y) with a coefficient of 0.520 and a t-value of 4.855, making it the most dominant factor influencing consumer decisions. Simultaneously, the F-test confirmed that Trust and Perceived Safety together have a significant effect on Purchase Decision, with an F-value of 142.451. The adjusted R-squared value of 0.621 indicates that these two independent variables account for 62.1% of the variability in Shopee consumers’ purchasing decisions in Mataram City, while the remaining 37.9% is influenced by other factors outside the scope of this study.
Customer Experience and Customer Loyalty through Customer Satisfaction at PT Muhsinin Tour and Travel Ariffina Chairunissa; Muhammad Naim
Jurnal Ekonomi, Manajemen, dan Bisnis Vol. 4 No. 3 (2026): Jurnal Ekonomi, Manajemen dan Bisnis
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Kalibra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70716/emis.v4i3.769

Abstract

Customer loyalty has become a strategic factor for sustaining competitiveness in the Hajj and Umrah travel industry, where service quality and customer experience play an essential role in influencing customers’ perceptions and future behavioral intentions. This study aims to analyze the effect of customer experience on customer loyalty, with customer satisfaction serving as a mediating variable, at PT Muhsinin Tour & Travel. A quantitative explanatory research design was employed using purposive sampling, resulting in 107 respondents who had previously used the company's Umrah travel services. Data were collected through a structured questionnaire and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4. The findings reveal that customer experience has a positive and significant effect on customer satisfaction, while customer satisfaction significantly influences customer loyalty. However, customer experience does not have a significant direct effect on customer loyalty. Furthermore, customer satisfaction fully mediates the relationship between customer experience and customer loyalty, indicating that customer experience enhances loyalty primarily by increasing customer satisfaction. These findings highlight the strategic importance of customer satisfaction in transforming positive service experiences into long-term customer loyalty. Therefore, PT Muhsinin Tour & Travel should prioritize delivering high-quality service experiences that consistently improve customer satisfaction to strengthen customer loyalty and maintain its competitive advantage in the Hajj and Umrah travel industry.
Co-Authors Abdul Khalik Ariffina Chairunissa Ariffina Chairunissa Baiq Reinelda Tri Yunarni Candra Dedy Iswanto Eikman, Alfian Fitriani Fujiana Hanifah Muafin Hidayatul Buduri Intan Leskantari Lalu Hendra Maniza Lalu Hendra Maniza Maniza, Lalu Hendra Maulina Garim Nugraha Muslimin Muslimin Nabila, Nur Nazilatus Syiam Rizka Kumia Andaru Sinta Siski Fatmala Ningsih Sudarta Sudarta Sudarta, Sudarta Sulhan Hadi Tullah, Baiq Ahadia Vici Handalusia Husni YASYIFA DIAN URFINA Zihori Maulida