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All Journal Mattawang: Jurnal Pengabdian Masyarakat Daengku: Journal of Humanities and Social Sciences Innovation Lamahu: Jurnal Pengabdian Masyarakat Terintegrasi
Alexander, Gloria
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Humanities Computer Science & IT Earth & Planetary Sciences Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Analysis of the Impact of Merger and Acquisition on Customer Satisfaction and Loyalty of Banking Companies in Indonesia Alexander, Gloria; Tetimau, Felicia Edlyn; Mahendra, Adrian; Linawati, Nanik
Daengku: Journal of Humanities and Social Sciences Innovation Vol. 5 No. 2 (2025)
Publisher : PT Mattawang Mediatama Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/454RI.daengku3799

Abstract

This study observes the influence of mergers and acquisitions (M&A) towards customer satisfaction and loyalty of banking companies in Indonesia. It investigates how M&A activities affect consumer perceptions, service quality, and brand trust. Using survey data from news articles & customers of companies that have undergone M&A between 2018 and 2023, this study uses a quantitative approach with statistical analysis, including regression models and correlation analysis, to assess shifts in customer sentiment. The results acknowledge that while M&A can create operational efficiencies and expand service offerings, they sometimes lead to short-term decrease in customer satisfaction due to service disturbance and brand identity changes. Customers possibly encounter uncertainty about the product quality, pricing readjustments, and consistency of the service, affecting their general satisfaction. Nevertheless, companies with effective post-M&A combination, containing transparent communication, service consistency, and customer engagement, may maintain customer loyalty. Furthermore, brand reputation and trustworthiness play a big role in building post-M&A consumer behavior. Customers tend to remain loyal when they recognize stability and upgraded benefits after the merger. Though M&A develop opportunities for business growth, they also pose a threat to customer relationships if not executed correctly. Understanding these interactions is essential for companies to direct consumer doubts, enhance customer loyalty strategies, and maximize the long-term advantages of M&A.
Changes in Bank Service Quality After Merger: A Case Study on Banks in Indonesia Alexander, Gloria; Tetimau, Felicia Edlyn; Mahendra, Adrian; Linawati, Nanik
Daengku: Journal of Humanities and Social Sciences Innovation Vol. 5 No. 2 (2025)
Publisher : PT Mattawang Mediatama Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/454RI.daengku3882

Abstract

Bank mergers are a strategic initiative aimed at enhancing financial stability, expanding market share, and improving service efficiency. This study examines the impact of bank mergers on service quality in Indonesia, with a particular focus on customer satisfaction, operational efficiency, and brand trust across three different generations (gen X, millennials, & gen Z). Using qualitative methods, this research analyzes survey data derived from news articles and customer feedback from banks that underwent mergers between 2018 and 2023. The findings indicate that bank mergers often result in improved digital services, broader service offerings, and greater operational efficiency. However, they may also lead to short-term challenges, including service disruptions, policy changes, and shifts in brand identity. These disruptions can create uncertainty around product offerings, pricing, and service consistency, potentially affecting overall customer satisfaction. Nevertheless, banks that effectively manage post-merger integration—through transparent communication, consistent service delivery, and proactive customer engagement—are better positioned to retain customer loyalty. Moreover, brand reputation and perceived stability play a crucial role in shaping customer trust and retention following a merger. While mergers offer significant opportunities for growth and innovation, they also pose risks to customer relationships if not carefully managed. Therefore, understanding these dynamics is essential for banks seeking to address customer concerns, strengthen retention strategies, and realize the long-term benefits of mergers.
The Importance of Self-Control in Financial Management for the Future of Kindergarten Students : Pentingnya Pengendalian Diri Dalam Pengelolaan Keuangan Bagi Masa Depan Pada Siswa Taman Kanak - Kanak Alexander, Gloria; Tetimau, Felicia Edlyn; Linawati, Nanik
Mattawang: Jurnal Pengabdian Masyarakat Vol. 5 No. 1 (2024)
Publisher : Yayasan Ahmar Cendekia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/454RI.mattawang2555

Abstract

Self-control in managing money is very important in life. Knowledge and skills about finance need to be instilled as early as possible to form positive behavior in the future. Therefore, one of the efforts made to instill this attitude in children is by carrying out community service activities. This community service activity was carried out by Petra Christian University students by teaching children at Petra Christian Kindergarten 9. There were various forms of activities carried out. Some of them are puppet shows, coloring, singing together, and decorating piggy banks. The purpose of these activities are to increase children's understanding of the importance of financial management, hone their creativity, and encourage frugal living habits. It is hoped that this community service activity will create better awareness about financial management among the Alpha generation, as well as prepare them for a financially stable future. Abstrak Pengendalian diri dalam mengelola keuangan merupakan hal yang sangat penting dalam kehidupan. Pengetahuan dan keterampilan dalam mengelola keuangan ini perlu ditanamkan sedini mungkin untuk membentuk perilaku yang positif di masa depan. Oleh karena itu, salah satu upaya yang dilakukan untuk menanamkan sikap ini pada anak-anak, adalah dengan melakukan kegiatan pengabdian masyarakat. Kegiatan pengabdian masyarakat ini dilakukan oleh mahasiswa-mahasiswa Universitas Kristen Petra dengan mengajar anak-anak di TK Kristen Petra 9. Bentuk kegiatan yang dilakukan ada bermacam-macam. Beberapa diantaranya adalah pertunjukan boneka, mewarnai, menyanyi bersama, serta menghias celengan. Tujuannya adalah untuk meningkatkan pemahaman anak-anak tentang pentingnya pengelolaan keuangan, mengasah kreativitas mereka, dan mendorong kebiasaan hidup hemat. Dari kegiatan pengabdian masyarakat ini, diharapkan akan menciptakan kesadaran yang lebih baik tentang pengelolaan keuangan di kalangan generasi Alpha, serta mempersiapkan mereka untuk masa depan yang stabil secara finansial.
Pelatihan Pencatatan Transaksi dan Etika Keuangan untuk Meningkatkan Tata Kelola Kedai Kopi Alexander, Gloria; Tetimau, Felicia Edlyn; Dequelju, Agnes Natalia; Sellanova, Theressia; Malelak, Mariana Ing
Lamahu: Jurnal Pengabdian Masyarakat Terintegrasi Vol 4, No 2: August 2025
Publisher : Universitas Negeri Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37905/ljpmt.v4i2.31747

Abstract

Internal fraud such as cash theft and unauthorized use of raw materials has become a serious issue at a coffee shop in Surabaya, especially amid declining customer numbers and business income. This situation highlights the need for intervention to improve overall financial and operational management. This community service project aims to enhance transparency and accountability through transaction recording training, financial ethics education, implementation of a Point of Sale (POS) system, simple internal audits, and regular cash inspections. The method involved observation, interviews, document analysis, training sessions, and online mentoring conducted from February to March 2025. The results showed improved employee understanding of accurate record-keeping, a significant decrease in daily cash discrepancies, and the development of more responsible work habits. In conclusion, a structured financial and operational system can reduce the risk of fraud and support the long-term sustainability of the business.
Co-Authors Dequelju, Agnes Natalia Mahendra, Adrian Mariana Ing Malelak Nanik Linawati Sellanova, Theressia Tetimau, Felicia Edlyn