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All Journal Jurnal Ekonomi dan Bisnis al-Uqud : Journal of Islamic Economics Jurnal Manajemen dan Bisnis Jayakarta Jurnal Keuangan dan Bisnis
Soma, AM
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Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Improving digital payment system services: The impact of e-service quality and e-Loyalty on user preferences Soma, AM; Wati, Ina Kartika; Ispriyahadi, Heri
al-Uqud : Journal of Islamic Economics Vol. 8 No. 2 (2024): July
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/al-uqud.v8n2.p302-313

Abstract

This research aims to provide deeper insights into user preferences and the factors influencing their choices in using Digital Payment Systems, particularly in the context of the DANA e-wallet as an alternative to BI-Fast during service improvement periods. The study focuses on key variables such as E-System Quality and E-Loyalty. The findings indicate that the constructs of E-Loyalty and E-Service Quality demonstrate high levels of validity and reliability, and there exists a significant relationship between electronic service quality and electronic loyalty. Data analysis also identifies specific dimensions of DANA e-wallet service quality that have a significant impact on user preferences and loyalty levels. Factors such as compensation, ease of link access, and ease of contacting customer service are aspects that need attention to enhance service quality. Thus, the research conclusion provides valuable guidance for other Digital Payment Systems owners or managers to improve their service quality and strengthen customer relationships, akin to what is done by DANA e-wallet. These findings offer valuable guidance for other e-wallet owners or managers to enhance their service quality, focusing on aspects such as compensation, link access convenience, and ease of contacting customer service. The importance of improving electronic service quality to achieve higher customer loyalty should be emphasized by stakeholders in the digital payment industry, with specific steps that can be taken based on these findings to strengthen customer relationships and maintain competitive advantages.
Unpacking the drivers of service performance: How workload, compensation, and competence influence outcomes through employee satisfaction Farida, Ida; Soma, AM; Mulyanti, Rita Yuni
al-Uqud : Journal of Islamic Economics Vol. 8 No. 2 (2024): July
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/al-uqud.v8n2.p255-270

Abstract

Hospitals must provide exemplary care to patients, with improvements in service standards closely linked to enhanced work quality by medical staff. Effective human resources are essential to healthcare initiatives, especially in the context of services offered to participants of Indonesia's National Health Insurance (BPJS Kesehatan). Despite the government’s commitment to ensuring equal treatment for all patients, discrepancies in the care provided to BPJS and non-BPJS patients persist. Moreover, the high volume of BPJS patients has intensified the workload for healthcare workers, contributing to potential fatigue and burnout. This study, using a quantitative approach and Partial Least Squares (PLS) analysis, investigates how workload, compensation, and competence influence service performance at Harapan Jayakarta Hospital in Jakarta, with employee satisfaction serving as a mediating variable. The findings reveal that both workload and compensation significantly impact service performance. Additionally, compensation and competence are key factors in the mediation of employee satisfaction, while all three variables—workload, compensation, and competence—collectively affect service performance at the hospital. These results underscore the importance of addressing workload and compensation issues to enhance service quality and overall employee well-being in healthcare settings.
Relationship between peer-to-peer lending model improvement and customer satisfaction for company reputation Fasha, Muhamamd Aderaka; Soma, AM; Sitorus, Palti Marulitua
Jurnal Ekonomi dan Bisnis Vol. 28 No. 1 (2025)
Publisher : Fakultas Ekonomika dan Bisnis Universitas Kristen Satya Wacana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24914/jeb.v28i1.13137

Abstract

This research examines the importance of company reputation for business growth, sustainability and success, because corporate reputation is an intangible asset for the management of all companies. Facing the challenges posed by the traditional banking system, SMEs are often prevented from obtaining the financing they need to grow and develop. This research aims to analyze the relationship between improving the peer-to-peer (P2P) lending model and customer satisfaction in order to maintain the company's reputation, with a case study at PT Amartha. Through a quantitative analysis approach, this research uses measurements that utilize a Likert scale with the population being users of the Amartha Peer to Peer (P2P) lending platform. This research uses the Structural Equation Modeling (SEM) data analysis method processed with SmartPLS. Based on the analysis carried out, the findings in this research show that operational efficiency, service innovation and process speed have a positive effect on the company's reputation. Apart from that, it is hoped that PT Amartha will continue to maintain customer satisfaction by adding new innovations or breakthroughs and improving service performance so that satisfaction levels increase and encourage a good company reputation.
ANALISIS E-SERVICE QUALITY TERHADAP E-LOYALTY: STUDI PENGGUNA GOPAY PADA GENERASI X, Y, DAN Z Wati, Ina Kartika; Mumdin, Ali; Soma, AM
Jurnal Manajemen & Bisnis Jayakarta Vol 5 No 02 (2024): Vol. 05 No. 02 Januari 2024
Publisher : Sekolah Tinggi Ilmu Ekonomi Jayakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53825/jmbjayakarta.v5i2.216

Abstract

Background: The use of Electronic Payment Systems has permeated daily life, influencing the financial habits of various generations. In this context, GoPay, as a Digital Payment System provider, needs to understand the impact of Electronic Service Quality (E-SerQual) on the financial habits and consumer loyalty of Generation X, Millennials, and Generation Z. Research Objective: The study aims to investigate how E-SerQual on GoPay affects the level of user loyalty across three different generations. Factors such as system availability, fulfillment, responsiveness, and compensation will be evaluated to understand their impact on users' decisions to continue using the GoPay service. Method: The research employs a quantitative confirmatory method using the Smart PLS application. One hundred fifty respondents from three generations participated, with multi-group analysis used to compare the results among Generation X, Millennials, and Generation Z. Findings: The research results indicate a positive and significant relationship between E-SerQual and E-Loyalty in all generations. Generation Z shows the most robust impact, followed by Millennials, and then Generation X. Results and Recommendations: It was found that understanding the different preferences and responses of each generation is crucial for developing more effective marketing strategies. Recommendations include enhancing the electronic service experience to improve consumer loyalty across all generations.
APAKAH KEKUATAN KEBERAGAMAN GENDER DALAM MENGHINDARI PAJAK MENINGKAT DENGAN KONEKSI POLITIK ? Kartikasari, Dwiyana; Nurlaela Wati, Lela; Soma, AM
Jurnal Keuangan dan Bisnis Vol. 21 No. 2 (2023): Jurnal Keuangan Dan Bisnis Volume 21 Nomor 2 Oktober 2023
Publisher : Catholic University Musi Charitas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32524/jkb.v21i2.1030

Abstract

Penelitian ini bertujuan untuk menganalisis dampak langsung Political Connection, Gender Diversity, dan Agama terhadap penghindaran pajak dengan mengikutsertakan Profitabilitas dan ukuran perusahaan sebagai variabel kontrol. Penelitian ini menggunakan metode kuantitatif dengan sampel yang digunakan sebanyak 51 perusahaan konglomerasi pada tahun 2013-2022 (510 data panel) yang terdatar di Bursa Efek Indonesia. Analisis data panel Cross-Section weights pada program Eviews 12. Terdapat pengaruh yang positif antara keragaman gender pada dewan direksi dan optimalisasi pajak. Selanjutnya Agama anggota dewan lulusan Universitas Beragama cenderung berpengaruh negatif terhadap penghindaran pajak. Koneksi politik juga memoderasi pengaruh Gender Diversity. Hal ini menunjukkan bahwa perusahaan yang memiliki keberagaman anggota dewan cenderung melakukan penghindaran pajak. Hasil penelitian ini mendukung teori ketergantungan sumber daya dimana koneksi politik dimanfaatkan oleh perusahaan sebagai sumber daya dalam melakukan penghindaran pajak sebagai cara untuk meringankan beban pajak. Penelitian ini dibatasi pada kelompok sampel tanpa mengidentifikasi strategi bisnis perusahaan.
Co-Authors Fasha, Muhamamd Aderaka Ida Farida Ispriyahadi, Heri Kartikasari, Dwiyana Mulyanti, Rita Yuni Mumdin, Ali Palti Marulitua Sitorus Wati, Ina Kartika Wati, Lela Nurlaela