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All Journal Journal of Economic, Bussines and Accounting (COSTING) GUYUB: Journal of Community Engagement Jurnal Locus Penelitian dan Pengabdian Journal Research of Social Science, Economics, and Management Eduvest - Journal of Universal Studies
Fahrul Riza
Universitas Ciputra Surabaya
Religion Aerospace Engineering Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Mathematics Mechanical Engineering Neuroscience Social Sciences Other

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IMPLIKASI CURRENT ACCOUNT SAVINGS ACCOUNT (CASA), BIAYA OPERASIONAL DAN PENDAPATAN OPERASIONAL (BOPO) DAN NON-INTEREST INCOME TERHADAP PROFITABILITAS BANK UMUM Fajar Andrianto; Wiliam Santoso; Fahrul Riza; Haikal Andrean
Journal of Economic, Bussines and Accounting (COSTING) Vol 7 No 6 (2024): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i6.12578

Abstract

Indonesia's banking sector has grown significantly and is considered one of the largest in Southeast Asia. This is demonstrated by the fact that three Indonesian banks are among the ten largest banks in Southeast Asia by market capitalization. The banking sector is currently facing increasing competition from national banks and foreign bank branches, as well as fintech. In assessing banking performance, profitability is very important. Variables such as Current Account Savings Account (CASA), Operating Expenses to Operating Income (BOPO), and Non-Interest Income affect bank profitability (ROA). This study investigates the effect of CASA, BOPO, and Non-Interest Income (NII) on the profitability of commercial banks in Indonesia. Using the purposive sampling method to select the data sample, this study concentrates on ten banks that belong to Bank Group based on Tier 1 Capital (KBMI) 3 and 4. This study aims to gain a deeper understanding of the variables that affect bank profitability in the context of the Indonesian financial market. This study uses multiple linear regression to analyze the independent variables CASA, BOPO, and non-interest income, and the dependent variable Return on Assets (ROA). The results show that the value of the CASA variable has no direct impact on the value of the ROA variable, the value of the BOPO variable has a negative impact on the value of the ROA variable, and the value of the NII variable has no direct impact on the value of the ROA variable. The results of this study are expected to provide a broader picture for banking management and investors about things that need to be considered related to the variables tested in this study. Keywords: Bank, profitability, CASA, BOPO, ROA
Strengthening Digital Marketing Capacity to Improve the Competitiveness of MSMEs Teofilus Teofilus; Fahrul Riza; Endi Sarwoko
GUYUB: Journal of Community Engagement Vol 7, No 1 (2026): Maret
Publisher : Universitas Nurul Jadid

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33650/guyub.v7i1.13222

Abstract

The uneven adoption of digital marketing among Micro, Small, and Medium Enterprises (MSMEs) in Tandes District, Surabaya, has become a significant challenge that limits business competitiveness in an increasingly digitalized economic environment. Although various government initiatives have promoted MSME digitalization, at the local level many business actors still experience limited digital literacy, inconsistent online promotional practices, and low utilization of digital platforms for market expansion. This condition highlights the urgency of implementing community service programs that focus on strengthening the digital marketing capacity of MSME actors. This community service activity aims to identify the level of knowledge and readiness of MSMEs in adopting digital marketing and to strengthen their digital marketing capacity through a participatory approach. The method used is Participatory Action Research (PAR) involving 63 MSME actors as active participants. The activities were carried out through several stages, including participatory problem identification, digital marketing training and mentoring, completion of a self-assessment instrument covering eight digital marketing competency indicators, and joint reflection and evaluation. The data were analyzed using descriptive statistics to assess readiness levels and correlation analysis to examine the relationship between digital literacy, frequency of online promotion, number of online customers, and business turnover. The results indicate that the level of digital marketing adoption among MSMEs is at a moderate level, with mean scores ranging from 2.81 to 3.22. The highest competency is the ability to identify target markets (M = 3.22), while the lowest competency relates to conducting online competitor analysis and price benchmarking (M = 2.81). Correlation analysis also shows a positive relationship between digital literacy, the intensity of online promotion, the number of online customers, and increased business turnover.
The Effectiveness of Consumer Complaint Services in Improving Customer Satisfaction Mediated by Customer Experience: an Empirical Study at PT Jasa Raharja Aldino Salam; Fahrul Riza; Endi Sarwoko
Eduvest - Journal of Universal Studies Vol. 5 No. 7 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i7.51472

Abstract

Customer satisfaction is a critical factor in ensuring business sustainability, particularly in service industries that rely on customer interaction. In the context of complaint handling, the effectiveness of consumer complaint services plays a key role in shaping customer experience, which in turn influences satisfaction levels. PT Jasa Raharja, as a state-owned social insurance company, faces challenges in improving the quality of its complaint services, with a significant increase in the number of complaints each year. However, surveys reveal persistent issues such as slow response times, lack of concrete solutions, and limited accessibility—factors that negatively impact both customer experience and satisfaction. This study aims to identify complaint service indicators that influence customer experience and satisfaction, and to explore the mediating role of customer experience in this relationship. A quantitative approach using Partial Least Squares – Structural Equation Modeling (PLS-SEM) and mediation analysis was employed. The findings indicate that complaint services significantly affect both customer experience and satisfaction. Furthermore, customer experience significantly mediates the relationship between complaint services and customer satisfaction. These results highlight the importance of enhancing complaint service quality to foster positive customer experiences and improve overall satisfaction.
The Impact of PLN Mobile’s Meter Recording Feature Implementation on Customer Satisfaction in Postpaid Electricity Services Maulana Gilang Syahdat; Fahrul Riza; Yuli Kartika Dewi
Journal Research of Social Science, Economics, and Management Vol. 5 No. 6 (2026): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i6.1292

Abstract

This study examines the impact of the Meter Reading feature in the PLN Mobile application on customer satisfaction by employing the Technology Acceptance Model (TAM) integrated with TRUST as a mediating variable. A total of 102 active postpaid customers participated in an online survey using a 5-point Likert scale. Data were analysed using PLS-SEM through validity, reliability, discriminant, and bootstrapping tests. The findings reveal that Perceived Ease of Use (PEOU) significantly influences both Perceived Usefulness (PU) and Customer Satisfaction (CS), making it the most dominant driver of user experience. PU also demonstrates a significant effect on CS and strongly predicts TRUST, showing that perceived benefits strengthen confidence in system reliability. TRUST significantly contributes to CS and serves as a partial mediator in the relationship between PU and CS. These results extend TAM by confirming the strategic role of TRUST within mandatory public utility services. Practically, the study highlights the importance of enhancing usability, functional benefits, and perceived system integrity to improve customer satisfaction with PLN Mobile.
Factors that Affect Customer Trust with Intent Using Veronika's Generative-Based Chatbot on Providers Telecommunications Herta Karunia Ellafonsa; Eric Harianto; Fahrul Riza
Jurnal Locus Penelitian dan Pengabdian Vol. 5 No. 9 (2026): JURNAL LOCUS: Penelitian dan Pengabdian
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/locus.v5i9.6099

Abstract

The rapid development of generative artificial intelligence (AI) has transformed customer service interactions, including Telkomsel’s implementation of the Veronika chatbot as a digital service solution. However, maintaining customer trust and continued usage intention remains challenging because of variations in information accuracy, usability, and perceived benefits. This study examines the effects of chatbot information quality on perceived ease of use, perceived usefulness, customer trust, and continued usage intention toward Veronika, Telkomsel’s generative AI-based chatbot. This study employed a quantitative approach using partial least squares structural equation modeling (PLS-SEM). Data were collected from 397 Telkomsel customers who had interacted with the chatbot. The findings indicate that chatbot information quality significantly affects perceived ease of use and perceived usefulness, which, in turn, increase customer trust. Furthermore, trust plays a significant role in determining users’ intention to continue using Veronika. The results also demonstrate that perceived ease of use, perceived usefulness, and trust mediate the relationship between information quality and continued usage intention. These findings imply that improving the accuracy, relevance, and responsiveness of chatbot information, as well as the chatbot’s usability, is essential for strengthening customer trust and encouraging the sustained adoption of AI-based customer service platforms.
Co-Authors Aldino Salam Endi Sarwoko Eric Harianto Fajar Andrianto Haikal Andrean Herta Karunia Ellafonsa Maulana Gilang Syahdat Teofilus Teofilus Wiliam Santoso Yuli Kartika Dewi