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All Journal Jurnal Ilmiah Manajemen Kesatuan Jurnal Alwatzikhoebillah : Kajian Islam, Pendidikan, Ekonomi, Humaniora Journal La Sociale Jurnal Ilmu Ekonomi Manajemen dan Akuntansi Jurnal Ekonomika Dan Bisnis Jurnal Ekonomika Manajemen Dan Bisnis HISTORIA: Jurnal Program Studi Pendidikan Sejarah Jurnal Ekonomi, Akutansi dan Manajemen Nusantara
Munandar, Asep Nur Imam
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Religion Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Social Sciences Other

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Membongkar Mitos Kepuasan Pelanggan dan Mutu Layanan: Studi Kualitatif Kritis pada Industri Perhotelan di Era Digital Hermawan, Agus; Munandar, Asep Nur Imam
Jurnal Ekonomi Manajemen dan Bisnis (JEMB) Vol. 4 No. 2 (2025): Juli-Desember
Publisher : CV. ITTC INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47233/jemb.v4i2.3645

Abstract

This study is motivated by the dominance of the customer satisfaction paradigm that treats service quality as an objective and measurable reality. In the hospitality industry, such a paradigm often produces a myth of satisfaction that conceals the social and emotional dynamics behind service delivery. The research aims to uncover the social construction underlying the myth of customer satisfaction in five-star hotels in the digital era. Using a qualitative approach with critical discourse analysis, the study draws on in-depth interviews, passive participatory observations, and documentation involving management, staff, and guests. The findings reveal four key mechanisms sustaining this myth: the contested meanings of “quality” among stakeholders, the staging of flawless service that masks emotional labor, the illusion of equal treatment that hides guest segmentation, and the ritualization of measurement centered on digital metrics. The study concludes that satisfaction should be viewed as a socially negotiated cultural artifact rather than a mere numerical indicator. These findings enrich critical service management studies and highlight the need to balance performance metrics with employee well-being.
The Mediating Effects of Digital HR Practices on Competitive Advantage in Shariah-Compliant Banks in Indonesia Ardista, Rini; Munandar, Asep Nur Imam
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 6 (2025): JIMKES Edisi November 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i6.3742

Abstract

The rapid growth of digital transformation is reshaping how organizations, especially Islamic banks, manage their human resources to maintain competitiveness in a changing market. This study aims to explore how managerial behavior, employee empowerment, and strategic human resource facilitation impact competitive advantage, with digital human resource practices acting as a mediator in Indonesian Islamic banks. A quantitative approach was used, involving a survey of 289 employees from 14 Islamic banks in the Jabodetabek area and West Java, analyzed through Structural Equation Modeling. The findings indicate that employee empowerment and digital human resource practices significantly enhance competitive advantage, with digital practices mediating the effects of empowerment and strategic facilitation. However, managerial behavior showed a limited direct influence, and strategic facilitation did not significantly affect competitive advantage directly. The conclusion suggests that Islamic banks should prioritize employee empowerment and invest in digital human resource systems to strengthen their market position, while addressing challenges like digital literacy and regional limitations. These insights offer valuable guidance for human resource strategies aligned with Islamic values and principles.
Co-Authors Agus Hermawan Ani Fitriyani Apriyanto, Anto Ardista, Rini Billah, Wahidin Musta'in Kusuma, Aditya Putra Maharani, Ananda putri Mustofa, Mufid Habib Nuryaningsih, Deti Permana, Indra Martian Putra, Rulian Haryadi Rahmi, Atika Rijadi, Puti Khairani Rizkia Budi, Yeniasari Septiani, Raisya Puspa