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All Journal Daengku: Journal of Humanities and Social Sciences Innovation Jurnal Pengabdian Masyarakat Bangsa
Mahendra, Adrian
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Perancangan Masterplan Kawasan Wisata Pulau Botiong dengan Pendekatan Wisata Alam dan Budaya Husaini, Muhd. Arief Al; L., M. Habibburahman; Pahlevi, Fitrah Hijratul; Azzahra, Siti; Kesumah, Haliza Nandieny; Magdhaleni, Shavira; Angraeni, Tsabitha; Erfina, Lili; Amanda, Dea; Angelyn, Nanda Lidya; Mahendra, Adrian
Jurnal Pengabdian Masyarakat Bangsa Vol. 2 No. 9 (2024): November
Publisher : Amirul Bangun Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59837/jpmba.v2i9.1564

Abstract

Pulau Botiong adalah sebuah destinasi wisata yang berada di Desa Pulau Belimbing II, Kecamatan Kuok, Kabupaten Kampar, Provinsi Riau. Saat ini kawasan kurang dikelola dengan baik sehingga kegiatan wisata tidak maksimal. Tujuan kegiatan pengabdian ini adalah memperoleh dokumen masterplan yang dapat dijadikan sebagai dasar pengembangan Kawasan Wisata Pulau Belimbing yang memiliki kenyamanan pengguna yang ditandai oleh kebutuhan fasilitas wisata, serta kawasan yang memiliki fungsi dan estetika. Metode pelaksanaan kegiatan adalah bottom-up approach yaitu merancang berdasarkan minat dan kebutuhan yang dipaparkan oleh masyarakat. Metode pengumpulan data melalui syncronic reading dengan cara observasi, wawancara, dokumentasi dan studi dokumen. Hasil kegiatan ini adalah model rancangan pengembangan ekowisata melalui pendekatan wisata alam dan budaya. Konsep yang diterapkan adalah dengan membagi zonasi kawasan menjadi empat zona yaitu rekreasi, konservasi, komersial, dan servis.
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.
Co-Authors Alexander, Gloria Amanda, Dea Angelyn, Nanda Lidya Angraeni, Tsabitha Azzahra, Siti Erfina, Lili Husaini, Muhd. Arief Al Kesumah, Haliza Nandieny L., M. Habibburahman Magdhaleni, Shavira Nanik Linawati Pahlevi, Fitrah Hijratul Tetimau, Felicia Edlyn